07-16-2010 12:50 PM - edited 03-14-2019 06:05 AM
All,
I have a few sites that are experiencing the same issue. If a call comes into the queue and the agents are immediately available the callers get dead air during the 1-4 rings before agents pick up. This has been causing callers to hang up thinking the call has been disconnected - this also unfortunately shows the calls as abandoned. Has anybody experienced this and if so were you able to resolve?
07-16-2010 03:20 PM
UCCX or UCCE?
If UCCE, IPIVR or CVP?
If CVP, SIP or H.323?
Regards,
Geoff
07-16-2010 03:57 PM
Hey Geoff,
It is UCCX v5.0(2), IVR. At some sites callers hear ring back, others get dead air while connecting. They all have similar scripts.....
Thanks
07-18-2010 06:32 PM
Hi,
If you are expecting all of them to hear a ring back i will say double check your scripts. Have you tried testing the exact script that you believe are working on the sites that hear dead Air (just for testing)? This will give you some idea if it is script problem, application or other non UCCX related issues.
HTH!
07-19-2010 03:28 AM
Do you have different Telephony Call Control Groups for the different applications?
Whilst the call is ringing the caller is put on Network Hold -
check your CTI ports to see what network hold MoH setting they have
I typically use a ringback.wav file for network hold for CTI ports so the caller hears a phone ringing.
07-19-2010 10:37 AM
Thanks for the response.... I only have a single Call Control Group with 20 CTI ports. The CTI ports are currently set for ringback.wav on network hold. I am going to have to test multiple scripts this evening to isolate the issue. Since they all use the same CTI ports with the same settings I'm thinking there must be something in the script.......I'll post back
Thanks!
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