Ringback

[Madhusudhan Rao M]

Hi,

We have a UCCE solution with ICM+CVP+CUSP+CUCM all of v8.5. Customer has a requirment wherein a ringback should be heard before the welcome prompts are played.

I tried using the progress_ind messages on the gateway but to no success

[SRINIVASAN SENTHAMARAI KANNAN]

Hi,

This cannot be achieved in Cisco UCCE. But the same can be achieved in Avaya contact centre.

This has to done by TELCO-service provider to provide ringbacktone before the call connect to the contact centre.

Regards,

Srinivasan

[ganapathi s]

Hi Madhu,

Still you can achieve it through TCL scripts in your ingress and VXML gateways(If you are good at TCL scripts, play with it). But then you need to consider the failover scenarios and if the call gets disconnected while playing ringtone still customer will be charged and ICM will not have an entry for the call. There will be a mismatch in the number of calls sent by TELCO and the number of calls ICM has actually received.

Hence this has to be done at TELCO service provider end. Not sure will TELCO agree on this. Better inform your customer on the technical constraints and move forward with the normal call flow.

Hope this helps.

Thanks,

Ganapathi.S