10-28-2023 12:09 AM
We want to build a script with our UCCX where while a caller is on the queue, he hears his position on the queue.
We want a scenario where the MOH files play randomly after the caller hears his/her number on the queue instead of sequentially.
Our MOH is an advertisement on what the company does. It is broken down into 8 recordings that play one after the other after the caller hears his/her position on the queue.
All agents are busy please hold.
Caller hears number on the queue prompt – You are number 1or2or3 on the queue.
Caller hears MOH file 1.
Caller hears number on the queue prompt again.
MOH file 2 plays
Caller hears number on the queue prompt again.
MOH file 3 plays
We want a situation where the MOH files play randomly any time a caller is placed on hold.
10-30-2023 01:49 AM
Hey
Try to look at the "Create Container Prompt" and set the type to "Randomization"
Remember to have a play prompt set after to actually play the prompt
10-30-2023 03:58 AM
If you want the audio when the caller is placed on hold, that MoH would come from the CUCM network hold audio source. That would not have any information about a callers place in the queue. What @Thomas G. Johannesen describes would work if you have the CCX script mash prompts together and then do a play prompt step. Make sure that step is interruptible so the caller would go to an agent immediately when one becomes available.
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