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  • Announcement after call answered

    Hi There,
    I have a couple of scenarios where we would like to play an announcement to a caller after a call has been answered by an Agent.
    The announcement would play disclaimer or regulatory messages to the caller whilst the agent is still connected.
    I have attempted to do this by creating a Route Point and IRN which goes to a script which plays the announcement then hangs up.
    I tried to invoke this by putting a button on PCM that will blind conference to the route point.
    The Agent would then press mute on their phone and conference in the announcement.

    However, this doesn't seem to work and a PCM toast notification appears saying that I am not allowed to conference in a system extension.
    I had a closer look at the Permissions for the user group, but it looks like this restriction is not something that can be changed.

    Anybody got any ideas?

  • #2
    Maybe try using an Auto Attendant to do this...
    Set the timeout to hangup after 1000ms.

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    • #3
      Originally posted by benchtoplabs View Post
      Maybe try using an Auto Attendant to do this...
      Set the timeout to hangup after 1000ms.
      I gave this a try, but the system gives the same message that you are not allowed to conference in a system extension.

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      • #4
        Can you detail how this works? Does the agent need to hear the message also? This is at the beginning of the call?

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        • #5
          Originally posted by Palitto Consulting View Post
          Can you detail how this works? Does the agent need to hear the message also? This is at the beginning of the call?
          The disclaimer would be played during the call after it has been connected to an agent.

          Here is how it works at the moment.
          The call is answered by the agent, they do their thing to sell a financial product. When they make the sale they need to read a standard disclaimer to the customer. They then put the call on hold while they process some paperwork and then confirm the sale with the customer and call terminates.

          This is what we want to try and do.
          What we want to achieve is that the disclaimer messages during the call could be automated and read to the customer while the agent is processing the paperwork. The agent would need to keep hold of the call while the disclaimer is played but would mute their phone. The Agent does not need to listen to disclaimer.

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          • #6
            Sorry for the delay, I didn't get a notification email?

            We can certainly do this in several different ways, depending on what works out best for you. If you're interested, could you send me a PM with your phone number so we can give you a call?

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            • #7
              We have solved this one - sort of - for the moment.
              We are able to conference an extension on the legacy phone system so we have this playing the message for the moment and then hanging up.
              We have also been able to create a SIP trunk from one SG90 to another SG90 at the same site which allows us to conference in a Route Point this way. This consumes some resources on the SG90 switches as we require some resources for conference ports to enable us to conference in SIP trunks.

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              • #8
                Glad you got it working! Let us know if we can be of any assistance in the future. There are ways to eliminate the extra resources required.

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                • #9
                  There are several options for Abandoned Call, Call Back and Dial lists in which the ECC can play a file to the called party before connecting to the agent. In this applicatiion you can use DDE or Triggers to activate an exe file at the agent desk to play the recorded file. I will put add a video tutorial to the drvoip site along with the ones I have alreayd put up on the above three options.

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                  • #10
                    You could also have the agent transfer the call to a CCS which could play the play files and could require the caller to input a digit to signify they heard the message and when complete have the CCS pass the call back to the agent. You could get detailed with the Script using CP counters, true false, IVR application for reports etc... If you would like a screen shot of the CCS let me know.

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                    • #11
                      I would be interested in seeing your screen shot.

                      I did have a play with something like this. What I couldnt get was the extension number of the agent to get the script to transfer back. The only way was to prompt the agent to type it in.
                      Akso I had the script put the agent in Release so that they wouldnt get presented with another call whilst the message was being played. The problem was that the state didn't change until after the whole script had completed which wouldnt work in real life.




                      Originally posted by jstewart View Post
                      You could also have the agent transfer the call to a CCS which could play the play files and could require the caller to input a digit to signify they heard the message and when complete have the CCS pass the call back to the agent. You could get detailed with the Script using CP counters, true false, IVR application for reports etc... If you would like a screen shot of the CCS let me know.

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