Want to call disconnect within 35 sec

[renji joy]

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

[geoff]

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

[renji joy]

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

[geoff]

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

[renji joy]

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

[geoff]

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

[renji joy]

Sorry NIC means,

[renji joy]

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

[geoff]

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

[renji joy]

Hi all

We are in trouble please help me

[brian1mcc]

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

[renji joy]

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