01-04-2024 06:12 AM - last edited on 01-07-2024 07:26 AM by Jonathan Schulenberg
Hi,
When a call arrives to an agent, they get an audible 'ping' and then either a whisper message.
Where is the notification generated from and can it be deactivated? Some users are reporting not hearing the notification on every call.
What attributes controls this notification and are there any settings/parameters that can be checked.
Solved! Go to Solution.
01-08-2024 01:49 PM
I am guessing you are referring to a tone that agents hear when call is auto answered. If so, then as @bill.king1 stated, you should have auto answer set on CUCM also - "if an agent is set to auto answer in CCE, if you then set them in UCM to be auto answer they'll hear the beep."
Also as @Carlo Poggiarelli suggested, you can adjust tone settings - "You could adjust the duration of notifications as a complete ring by adjusting the Auto Answer Timer in service parameter Callmanager. By default is set to 1 that’s why they hear just a “chime”"
Please check these settings and see if it suffices your requirement.
Thanks.
Piyush
01-04-2024 08:32 AM - edited 01-04-2024 08:33 AM
Hi,
He/She's probably part of a call pickup group that notifies that a call is arriving to a usrer of the same Pickup Group.
Go to the Phone configuration on CUCM Admin Page, than select the associated Directory Number and scroll down and search "Call Pickup Group" and see if he has something selected there.
Please let me know
Regards
Carlo
01-04-2024 02:44 PM - edited 01-04-2024 02:45 PM
Thanks Carlo - the call with notification is an agent call via UCCE into Jabber. The agent is using auto answer and receives a 'chime' noise once the call is presented to the agent.
01-07-2024 04:55 PM
Hi, so there are a couple different sounds an agent might be configured to hear:
-notification tone from UCM having auto answer
-whisper message played to them configured per call flow in CCE
-agent greeting message (agent records their greeting like "Hi, this is ____, how can I help you?") that is configured per call flow in CCE.
You could potentially be set up to play all 3 on every inbound call, but typically it is the agent greeting and/or whisper.
If agent X report they only get it on certain inbound calls (Sales but not Service say) then you'd need to look at the CCE script to see what is configured to be played as far as whisper/which agent greeting is used.
01-07-2024 05:53 PM
Thanks for jumping in Bill. Does the UCM auto-answer tone play even if it’s ICM that triggered the auto-answer action via the PG/JTAPI instead of the DN config in UCM?
01-07-2024 06:12 PM
Yes, if an agent is set to auto answer in CCE, if you then set them in UCM to be auto answer they'll hear the beep. So I'm guessing @westbrook1972 's issue is that the agents don't have all of their needed agent greeting recorded and/or some of the calls they take are not set to use whisper and/or agent greeting for instance.
01-04-2024 03:25 PM - edited 01-04-2024 11:47 PM
Ok got it.
This is how it works when auto answer and headset is configured.
You could adjust the duration of notifications as a complete ring by adjusting the Auto Answer Timer in service parameter Callmanager. By default is set to 1 that’s why they hear just a “chime”
Please let me know
Thanks a lot
Regards
Carlo
01-07-2024 07:25 AM
I’m going to move this thread to the Contact Center board and clarify that this is a UCCE question in the subject. It has additional controls for auto answer, zip tone, agent/whisper greeting that folks monitoring that board are likely to be familiar with.
01-08-2024 09:14 AM
Hi thanks very much for all your responses - where does the notification come from before the call terminates to the agent? we are finding some agents receive the tone whilst others don't. Is this a setting on CUCM? I dont want to change the setting but I am querying why it works for some calls and not for others- all agents set to Auto Answer in Desk setting.
01-08-2024 01:49 PM
I am guessing you are referring to a tone that agents hear when call is auto answered. If so, then as @bill.king1 stated, you should have auto answer set on CUCM also - "if an agent is set to auto answer in CCE, if you then set them in UCM to be auto answer they'll hear the beep."
Also as @Carlo Poggiarelli suggested, you can adjust tone settings - "You could adjust the duration of notifications as a complete ring by adjusting the Auto Answer Timer in service parameter Callmanager. By default is set to 1 that’s why they hear just a “chime”"
Please check these settings and see if it suffices your requirement.
Thanks.
Piyush
01-16-2024 06:18 AM
Hi @Carlo Poggiarelli / @piyush aghera , so you're saying if we changed the Auto Answer Timer under Service Parameters/Cisco Call Manager to say 2, and an agent gets a call and they are set to auto answer in UCM, they'll get the tone/notification for 2 seconds and not the brief one they get today?
I ask because the help for that entry doesn't mention it/describes it differently.
"Auto Answer Timer: Required Field This parameter specifies the seconds to wait before the Cisco IP Phone auto answers an incoming call on an idle line. The value that this parameter specifies should be lesser than the value that is specified in the T301 Timer parameter. If the value in the Auto Answer Timer parameter is greater than the value that is specified in the T301 Timer parameter, the call does not get answered, and the caller receives a busy signal. Setting this value to the higher end of the allowable range could result in calls being rolled to the voice-messaging system, if configured, before the call gets auto answered.
This is a required field.
Default: 1
Minimum: 1
Maximum: 500
Unit: sec"
01-16-2024 08:15 AM
Hi @bill.king1
Yes I personally tested it on an UCCE environment and the behavior with the Timer set to 10 is that the agent hears silence after the initial beep while the customer hears ringback until it is answered. That's because the agent's phone brings up the line after 1 second (by default) and and agents hear that message until he answers the call. While with that parameter set to 10, the agent has the time to pickup the call without hearing any message.
Cheers
Carlo