UCCX 8.0 - Will not allow user response while user is hearing the MOH program

[Yort Mantup]

                   Is it possible within a UCCX script, to allow a user to opt out (i.e. press 1 to go to the operator, 2 for vm..etc) during the queue delay of 30 seconds within a script.  It is set to allow interruptible.

[Graham Old]

The answer is no. In this case interuptable means the call can be transfered to the agent as soon as the agent goes ready.

Instead of Hold, delay, un-hold you would need to play music on hold from a wav file in a menu step. You can then opt out any timel. Don't forget to de-queue the call and mark it as handled before transfering away from your script.

Graham

[Yort Mantup]

Thank you for the information. Can you offer the steps to make the change to play music on hold.. all of the scripting uses the hold, delay, un-hold process..  below is screen shot of the existing script in question

[Graham Old]

I would create a single wav file with both music on hold and your prompts in. Say 30 seconds of music followed by "all of our agents are busy. Press 1 for the operator, press 2 for voicemail"

Audacity works well as a free audio editor for G711.

Play your wav file in the prompt tab of the menu step.

I would de-queue the call after it has been transferred. That way your caller will stay in the queue if the transfer fails.

Calls that transfer away from the queue will be marked as de-queued and will show up in the supervisor screen and historical reports.

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Graham