No welcome, or queue audio in ACD

Discussion:

Mark Dutton

2012-08-09 02:43:07 UTC

Hi All

I am having trouble getting audio in my ACD queue in 4.4

I have uploaded the files to the required standard and the
UI has accepted my files. The queue is set to immediate
answer. However, when I ring the queue, I only get ringback.
I do detect a pause in the ring cycle when the messages
should play. The phone ring properly and can answer the
calls.

Are there any special considerations when setting up a
queue?

Overflow type: huntgroup
Overflow destination: main
Call routing scheme: Ring all
Maximum ring delay: 15
Maximum queue length: 10
Maxiumum wait time: 60
Answer mode: immediate
Barge in: yes
Welcome audio: queue1.wav
Queue audio: queue2.wav
Audio interval: 15
Call termination audio: select...
Termination tone duration: 2
Agent wrap up: 15
Agent non-responsive: 10
Maximum bounce count: 3

--
Regards

Mark Dutton

Michael Picher

2012-08-09 10:09:56 UTC

Permalink

Audio format is usually the biggest problem. Grab one of the stock
recordings and open it in your favorite audio problem to see how it
represents the format. I believe (going off memory), 8KHz, 16-bit
little-endian, mono.

Mike

Post by Mark Dutton
Hi All
I am having trouble getting audio in my ACD queue in 4.4
I have uploaded the files to the required standard and the
UI has accepted my files. The queue is set to immediate
answer. However, when I ring the queue, I only get ringback.
I do detect a pause in the ring cycle when the messages
should play. The phone ring properly and can answer the
calls.
Are there any special considerations when setting up a
queue?
Overflow type: huntgroup
Overflow destination: main
Call routing scheme: Ring all
Maximum ring delay: 15
Maximum queue length: 10
Maxiumum wait time: 60
Answer mode: immediate
Barge in: yes
Welcome audio: queue1.wav
Queue audio: queue2.wav
Audio interval: 15
Call termination audio: select...
Termination tone duration: 2
Agent wrap up: 15
Agent non-responsive: 10
Maximum bounce count: 3
--
Regards
Mark Dutton
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eZuce, Inc.

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www.ezuce.com

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those who don't.

Mark Dutton

2012-08-09 11:36:28 UTC

Permalink

Thanks Michael

I used default file from MOH, my own recording and a
voicemail I downloaded from the system to try to get
something it liked.

Nothing works so far.

--
Regards

Mark Dutton

Mark Dutton

2012-08-09 11:47:14 UTC

Permalink

OK. My bad. I did not realise that you must register the
server after every change. I did this and it started working
properly.

--
Regards

Mark Dutton

Michael Picher

2012-08-09 11:35:15 UTC

Permalink

hmmmm... barge / answer mode... mess around there.

yes, and you must register / restart server after all changes. take care
not to do this while calls are in queue, because they won't be.

Post by Mark Dutton
OK. My bad. I did not realise that you must register the
server after every change. I did this and it started working
properly.
--
Regards
Mark Dutton
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

Michael Picher

2012-08-09 11:33:53 UTC

Permalink

there's welcome audio and queue audio.

you might also want to turn off barge... if your phones are available
audio just won't play.

not a big fan of the 4.4 ACD. make sure you use a separate extension for
your ACD queue users rather than their regular extension and try to avoid
having agents transfer calls out of queue. those are my two large
recommendations.

if you have real acd needs, look to a third party product at this point in
time. openacd will be in preview mode in 4.6. also the agent and
supervisor portals are less then stellar. we're building new portals and
reporting for ezuce's commercial release.

mike

Post by Mark Dutton
Thanks Michael
I used default file from MOH, my own recording and a
voicemail I downloaded from the system to try to get
something it liked.
Nothing works so far.
--
Regards
Mark Dutton
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/