I have a CCM 4.1.3 SR2 with IPCC Enhanced 4.0(2)_Build005. I have all
of the calls going to this central call center. The Call center is setup with
one queue with about 4 to 5 people signed in at any given time. When I call
into the numbers that are sent to the call center I hear a small amount of ring
back and I can also see in the router where the POTS call is accepted and sent
to the Call Manager. I then hear about 6-8 seconds of silence while the IPCC
server has accepted the call and waits for an agent to pick it up. The call is
not in a queued state, there are agents available. The customer does not want
an initial greeting when the call comes in, they want it to go directly to an
agent and have the agent answer. The problem is this amount of dead air during
the time IPCC accepts it and the time an agent answers it. Some of the external
callers think they are getting dropped because they hear dead air and no ring
back. Is there anyway to have the call center server, or something, keep sending
ring back to the outside callers until the agent picks up the phone.
Thanks,
Bill Riley
Network Engineer
Jack Henry & Associates
Office:417-888-4900
briley jackhenry.com
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