Zip Tone 1

[allyblack]

Can any tell me where "Zip Tone" settings are administered?
I have agents set to "ACD" answering, Station field headset set to "Y".
However when a call arrives at the agent there is no notification "Bleep" or Zip tone to give its proper name. Also note that whispers are not used in this case.

 

[Tolson]

check to COR of the agent id. it is administered there.

 

[koglass]

Check the stations Class Of Service and make sure the COS is not Data Restricted. Agent Login ID Auto Answer = ACD

 

[jamcb80]

I had a similiar problem with ziptone complaints from agents. We recored an announcement saying "customer service" and placed that announcement in the 'VDN of origin annc extension' on the CS VDN. The customer can not hear it but the rep knows what type of call it is...

 

[PappaG]

Hi Mr Black

I have tried testing this on my switch and cannot get it to fail. I have collated any info i found on previous posts below but as far as i can see i have tested this changing the cor on the station / agent / skill and vdn as long as my agent is set to auto answer acd then i have no problems. Can you post your switch version the test vdn you are using the skill assigned to the vdn the agent and the cor the agent uses. and the station cos and configuration. If its easier email it over to me and i will look through but as far as i can see there isnt many settings for this feature it appears to be the default if you dont have VOA

Ringing vs. zip tone for incoming calls

When a call arrives at a voice terminal, the agent may hear ringing or zip tone (beeping), depending on how the voice terminal is administered. Ringing is recommended when an agent answers calls using the handset. When a call connects to the agent’s voice terminal, the voice
terminal rings, and the agent picks up the handset to answer the call. Zip tone is recommended when the agent uses a headset to answer calls. (Zip tone can also be used with a handset, but the agent must hold the handset and listen for the zip tone.)
When a call connects to an agent’s voice terminal, the agent hears one of the following types of zip tone:
One burst of zip tone-For calls dialed directly to the split (or agent extension on the DEFINITY ECS and the Generic 3 switch)
Two bursts of zip tone (Generic 2 switches only)-For calls
intraflowed from another split
Three bursts of zip tone (Generic 2 switches only)-For calls interflowed from another location.

Then, without pushing any buttons, the agent greets the caller.

Ringing (called “manual answer” in switch administration) or zip tone (called “automatic answer” in switch administration) is established on a per-voice terminal basis through switch administration.


I have recently taken over this switch so I didn't really define the zip. I am under the impression that when you enable auto answer and have the headset and release buttons on the phone (Callmaster), the calls will automatically get the tone before a call comes in.

 

[wildcard100001]

Just a suggestion... check your TDM timeslots. Zip tones are one of the first features to go when there is not enough resources.

list measurements blockage pn today-peak

or

list measurements load-balance total today-peak

I don't remmeber the exact number but the max usage is just past 17,000 CCS's, I've heard features such as zip tone and vu stats will start to fail in a very busy port network north of 14,000 CCS's. You may be experiencing time slot requests to be denied.

Thanks,

Wildcard