Call hold for 30 sec doesn't work

[shayonasul]

ICM 6.0sr3

IPIVR 3.1(2)

I have an ICM script, whereby if the caller presses '2' and no agent is available to take the call then it should play 'on hold' music for 30 sec and then roll-over to one of the other queues.

We can hear the on-hold music for 30 seconds sometimes if option '2' is selected and at other times the call goes straight to the roll-over queue even if option '2' is selected.

The script verifies the CEDs and accordingly selects the route, but at times like I have stated above it doesn't seem to work. I am using the 'Queue to skill group' object which passes the call to IPIVR which should be playing the on-hold music for 30sec.

Is there any other object that I should be using instead of 'Queue to Skill group' ?? Any help/suggestions would be really appreciated.

Thanks,

Sulabh.

[Chris Deren]

Not sure if I understood correctly, but you want to force the caller to listen to 30 seconds of music before rolling over to another skill group? If that's the case then make sure that the play prompt step in IVR script is not interaptuble.

Chris

[shayonasul]

Thanks for the response. We are forcing the caller to listen to 30seconds of music. But that option works only sometimes i.e. if I select option 2 and nobody is available, then sometimes it gives me on-hold music for 30sec. But if I were to call again and nobody is available then, sometimes it goes straight to the overflow queue without any music. The play prompt in IVR script is uninterruptible.

[a.nastasio]

Ciao,

I faced this problem few month ago. In my case, to put the caller on hold for 30 sec. I used the the following statements:

- Call Hold

- Delay 30

- Call Unhold

But I got the same result of you.

To work arond the problem I used a different statement:

- Play Prompt 30secondmessage.wav

And it works perfectly even though it is necessary to record a 30 seconds message.

Ciao,

Alessandro