09-27-2011 12:18 AM - edited 03-14-2019 08:37 AM
Dear Team.
Our Problem is
If a subscriber is calling for first time then first 3 calls are free of charge and after that each call is charged after when 35secs completed. ,Normally zero balance customer calls after 35 sec disconnecting from IN(account team of service provider) side, when ever zero balance customer calling 779(call center) the call will disconnect with in 35 sec, We are already uploaded the prompts after the language selection ,but still receiving zero balance customer calls, We want this 35 sec will overcome this prompts, But problem is the zero balance customer calls are coming to Agents, And within in 10-20 sec the call are disconnecting Please help this case
Thanks
09-27-2011 01:28 AM
I'm kind of lost on this one - but are you wanting to have 35s of uninterruptible prompts so that customers cannot reach an agent until 35s have expired so that the IN can disconnect?
Regards,
Geoff
09-27-2011 01:57 AM
Hi Geoff,
Yes we want customer can not reach agent with 35 sec's but pronlem we are already upload1min prompts,Every customer calling first ivr will play this prompts after that only transferd to agent,But zero balance customer calling the call is not disconnecting this prompts period the call is going to agent after 10-20 sec the call is disconnect.
Reagrds
09-27-2011 06:04 AM
So why can't you play a 35s uninterruptible prompt (a huge and boring welcome message) ?
PS - "but pronlem we are already upload1min prompts" - doesn't make much sense. Please try again.
Regards,
Geoff
09-27-2011 07:11 AM
Hi ,
Reason is here configured each customer have first 35 sec is free after that will chargable,whenever zero balance customer calling this recording will over come 35 seconds after that we want to disconnect that type of calls,But problem is theya are reaching in call center agent after that call is connecting within 20 sec s ,
Our confusion is We are receiving the Disconnect message from the service provider but the Call NOT Disconnected successfully
Advance thanks
09-27-2011 07:26 AM
So you are sending the disconnect request to the service provider, and receiving the disconnect message, but the service provider is not actually disconnecting the call quickly enough?
Are you using a NIC?
Regards,
Geoff
09-27-2011 07:53 AM
Sorry NIC means,
09-27-2011 07:58 AM
My concern is the IVR promts playing time is not calculating ,that why calls are going to agent,How the call duartion is calculating the UCCX
Thanks
09-28-2011 01:05 AM
renji joy wrote:
My concern is the IVR promts playing time is not calculating ,that why calls are going to agent,How the call duartion is calculating the UCCX
Thanks
OK, you are using UCCX, not UCCE. That information should be provided in your first post, Had I known you were not talking about UCCE, I would not have asked you about the NIC.
I'll leave it to the UCCX specialists now.
Regards,
Geoff
09-28-2011 05:15 AM
Hi all
We are in trouble please help me
09-28-2011 06:31 AM
I'm not sure if I understand your problem fully, but if you do not want a prompt to be interrupted by a caller pressing a dtmf key, or by an agent becoming available...
go to the prompt properties in script editor,
in the general tab set interruptible to 'No'
in the Prompt tab set barge in to 'No'
Brian
09-28-2011 07:00 AM
Our problem is the service provider will disconnect with in 35 sec some zero balance calls,This time we want overcome this promts ,Any customer customer calling first IVR will play around 1min prompts after that only going to queue,But problem is whenever zero balance customer calling (only 35 sec) that call is going to agent we want dont go this calls agent,disconect the call before the queue,
Thanks
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