Reserve Resource Question

[Darrell Thompson]

I am relatively new to the UCCX world so please ignore my lack of knowledge.

I have a customer that is asking why the difference, to what a caller hears, when an agent is reserved. Sometimes, the caller hears ringing and at other times they hear music. This treatment depends on the Routing Point called or CSQ the caller is being sent to.

Does it have something to do with the agent or the CSQ or????

Thanks,

Darrell

[frzhang]

Ringback is provided by voice gateway while dialing the agent phone. The music is the prompt when the call is in the queue. You need to look at the MIVR or Engine logs to determine what happened. But if it's definitely the different ringback tone, then it has nothing to do with UCCX. It's controlled by CUCM and voice gateway.