Call Queue Script

[andy.collins]

Hi All

Does anyone know if you can amend the Call Queue script?

The problem i have is accepting multiple, simultaneous, incoming calls from ISDN lines. Whilst call queue on a Virtual Ext with Many ext Ringing handles this fine my client hates the call queue, so i have had to resort to a Call hunt, with a pickup group. This works but is not satisfactory as the client wishes for all phones to ring together. If calls arrive one after the other there is no problem, it is purely multiple, simultaneous incoming calls.

If there is no other option then perhaps i could amend the call queue script. i.e Remove welcome message and 'gap', replace call queue message with a ringing tone.

Please can anyone help as i am at a dead end with a grumpy client smileys/smiley19.gif

Thanks

Andy

[HL2DFR]

Andy,

I'm not sure that there is a way to amend the Call queue script. What you can do to satisfy your customer is to route all the incoming calls to a customized auto-attendant ( I think that the auto-attendant can handle multiple simultaneous calls). The customized auto-attendant will do only one thing : to route the incoming calls to a virtual extension configured with multi-extension ringing. You can use the ring back tone feature to replace the ring tone by a customized message.

B.R







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[andy.collins]

Hi

Thank you for your reply.

Ok i will look at the AA, my customer will not accept any messages but if i could replace a message using a ringing tone that would be fine.

I will take a look

Many thanks

Andy

[andy.collins]

Hi

Please can you help. You are correct the AA can handle multiple, simultaneous calls smileys/smiley4.gif

I am struggling with the script however, i have only used a basic IVR before so a newbie here. I would like the AA to route directly to my Virtual Extension, a ringing tone while this is happening is fine. Please could you help me with the script to do this?

Thank you very much i think this is the answer.

Andy

[HL2DFR]

Andy,

The script is very simple. "50" represents the virtual extension :

<vxml version="2.0">

<form>

<object name="field2" classid="connect">

<param name="extension" expr="'50'"/>

</object>

</form>

</vxml>



Regards



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[andy.collins]

Hi

The script works perfectly thank you.

However i have made a mistake, call queue has to be enabled on the VE to make multiple inbound calls successful even via the Auto Attendant. I didn't realise that i had left it enabled.

I am not sure if my issue can be rectified smileys/smiley19.gif

Your help is much appreciated.

Kind regards

Andy

[AramK]

Andy, the script suggested to you by HL2DFRwill forward all the calls coming to AA to some VE, this is the ONLY thing that this script do. This cannot solve your problem of handling multiple, simultaneous incoming callsanyhow, because in case if there will be another active call with that VE, the second call will simply get busy tone, hence the Call Queue must be enabled on that VE anyway. It is obvious that the AA script is only useless chain inyour configuration and nothing can be solved by using it in this particular scenario. So we still recommend you to use not MER but Call Hunting in your configuration, which was also suggested to Matt via TSS.

[AramK]

Another sugesstion on this topic. If you want to hear ringback tone instead of Call Queue messagewhile calling to VE, simply replace the Call Queue default messages by custom recordedringback tone messages, which can be uploaded from the Call Queue Settings page on VE. You need to replace both "call queue welcome message" and "call queue message". This will give a ringback tone to the callers, until the previous call will not be answered by someone from MER list. Edited by: aramk

[andy.collins]

Hi

Thanks for your replies.

For your info i have used a 0.5sec blank for the welcome message and a ringing tone as a call queue message, this works however there is a gap between the Welcome and call queue messages. Is it possible to remove the Welcome message altogether? Just leaving the call queue message which could be the ringtone. I know Matt has a TSS ticket running but i thought i would post to keep others informed.

Thank you

Andy

[AramK]

Andy, currently there is no way to avoid of that gap between messages. You can upload some long ringtone message (lets say 20 sec)also as a queue welcome message and hopefully the previous call will be answered during that period. Edited by: aramk

[andy.collins]

Hi

I have tried the long ringtone. Unfortunately the Welcome message plays the whole message even if an extension becomes available whilst it is playing, this is why i used a 0.5sec of blank as the Welcome message but then faced the issue of the gap between messages. The call queue message however stops playing as soon as an extension is available.

If there is no way of removing the gap is there any way that only the call queue message could be used, i.e no Welcome message and no gap?

or

Could the Welcome message have the same behaviour as the Call queue message?

Many thanks

Andy

[AramK]

Sorry Andy, I forgot that the Welcome message behaviour is different on 4.1.33.It is changed now, and it will be reflected in near GA release. The call will leave the queue, when the welcome message is actually playing but the phone is already free, and will go out of queue to ring the destination phone(s). I think by this the problem will be covered fully.

[andy.collins]

Hi

Thank you very much, this will resolve the issue i am sure.

Do you have any ideas when the firmware will be available? Any chance of this afternoon smileys/smiley1.gif

Your help has been much apprecriated.

Andy

[AramK]

Andy, the nextcandidate firmware for GAis already under testing in our lab. If everything will be fine,then hopefully it will be released during these 2 weeks.

[andy.collins]

Great, look forward to it.

[andy.collins]

Hi

Do you have any ideas when the latest firmware will be ready? I am able to beta if that helps.

Thanks

[AramK]

Most likely at the end of this month. I'll check the possibility to give you a beta-image, but the usage of it will be at your own risk.

[andy.collins]

Hi

Ok, a beta would be great if thats possible, i will test on my Quadro.

[AramK]

The GA releasewill be available in these few days. Anyway, I'll try to pass the beta image through Matt.