Caller not hearing a ringtone

[Steven Young]

Hi everyone.

We are having problems of callers reporting they hear no ringtone (just silence) when they call our contact centre, but this only happens when our agents are all on a call (unavailable). There is no overflow enabled for this site as we want the phone just to ring until an agent is available to take the call. Is this because we have no welcome message or hold music? Is it just because Webex Calling is configured in a way where a caller will just hear silence in this scenario UNLESS we add a welcome message or hold music?

Any help is appreciated.

[Shalid Kurunnan Chalil]

Hello Steven,

Could you kindly provide details about your current setup? Are you utilizing the Webex Calling native call queue for your contact center, or are you using Webex Contact Center?

If your reference is to the Webex Calling queue in your configuration, consider experimenting with the stranded calling policies. Opting for 'Play Ringing Until Caller Hang Up' will remove the call from the queue and play a localized ringtone until the caller ends the call.

Alternatively, you can choose to 'Leave in a Queue' and upload a ringtone file in the announcement section as shown below;

Regards,

Shalid

Disclaimer:

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