03-18-2011 08:37 AM - edited 03-14-2019 07:36 AM
I am trying to play the "Your call may be monitored or recorded" message to the customer before they are connected to an agent. If the agent is immediately selected (no queue) the message plays OK. If the customer is queued first then agent becomes ready later, the message is never heard.
Select Resource
Selected
Play Prompt msgCallWillBeMonitored
Connect
Queued
Call Hold
Delay 60
Call Unhold
If Counter < Max, continue queue
Thoughts? Could it be because the agent is on hold when the message is played? Thanks in advance.
Solved! Go to Solution.
03-18-2011 10:55 AM
If they were in the Queued branch, the incoming caller was likely still on hold at that moment. Lift them off hold (Call Unhold), then play it. It is safe to call Call Unhold whether or not the caller is presently on hold.
That said, be aware of two things:
Traditionally, a "Call may be recorded" announcement is made just before Select Resource rather than in the agent connect logic. That way it only plays once, and the time spent doing so isn't charged to the CSQ for reporting purposes.
03-18-2011 09:08 AM
Hello,
Thats' because it's under the selected , copy it and paste it under the queued and try.
Amer
03-18-2011 09:10 AM
hello,
or if you don't want to use it twice , place the play prompt before the select resource step.
Amer
03-18-2011 10:55 AM
If they were in the Queued branch, the incoming caller was likely still on hold at that moment. Lift them off hold (Call Unhold), then play it. It is safe to call Call Unhold whether or not the caller is presently on hold.
That said, be aware of two things:
Traditionally, a "Call may be recorded" announcement is made just before Select Resource rather than in the agent connect logic. That way it only plays once, and the time spent doing so isn't charged to the CSQ for reporting purposes.
03-18-2011 11:06 AM
Great. I just got done doing a reactive debug and came to the same conclusion. I removed the Hold/Unhold and the selected prompt worked fine in both scenarios.
My thought process behind the prompt placement was why play the message if the customer never reaches an agent. Your insights into this configuration are much appreciated.
Thanks to you both.
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide