Jeffrey: You can trigger a prompt before the agent answers like you mentioned.
Take a look here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html Choose your version and walk through the scripting guide. Thanks Larry Hadrava CCIE #12203 CCNP CCNA Sr. Support Engineer – IPexpert, Inc. URL: http://www.IPexpert.com On Wed, Apr 29, 2009 at 8:54 PM, jeffrey liujian <[email protected]>wrote: > > Hi Michael, > > Thanks for your reply. > > I can do all your scenario you posted and more complicated than that. > I am a programmer too, those script are too easy for me. > My question is what's the steps or flows when call transfer from queue to > agent. > I check lots of documents about ipcc script on cisco.com, but it's no > answer. > I found When call is in the queue--->agent change to ready--->agent take > the call--->the program from the queue branch go to the connect branch > inside the selected branch. > I want to find what 's the step when call is out from queue to agent line. > scenario 1. agent change to ready, caller still in the queue, send ring > tone to agent. Can I send my prompt before send the ring tone to agent. > scenario 2. agent change to ready, caller still in the queue, send ring > tone to agent, agent take the phone. Can I send my prompt when agent take > the phone immediately. > > I don't need a answer and follow to do this. I want to know what's the > steps about this part or if the ipcc script can't do this. > In many real system, like if you call to a company, when you in the queue > (moh), before ring to agent you can hear "For security reason, your call may > be recorded" > I think IPCC can do that. Anyone can help me? Thanks. > > Jeffrey > > > > ----- Original Message ---- > From: Michael Ciarfello <[email protected]> > To: jeffrey liujian <[email protected]>; Voice CCIE < > [email protected]> > Sent: Thursday, April 30, 2009 1:11:22 AM > Subject: RE: [OSL | CCIE_Voice] ipcc play prompt before agent hold off??? > > Is this from a workbook? If so, please cite the lab and question number. > > If it is not, *I'm* not going to answer this question. This same question > has been posted all over the place recently by multiple people and is > therefore suspect. > > It's an easy question to answer, a 1/10 on the IPCC configuration > difficulty scale. If you've done the IPCC studying, you should be able to > answer it. Keep working at it. > > Why did I just not post anything? Because I want other people to realize > that braindumping is de-valuing the certification you are trying to achieve. > Helping these people are not doing YOU any good. > > I'll tell you what. If you can answer this IPCC question, I'll help you on > your question below. Others can use it for practice. > > Requirements: Create a prompt that says "Call from NYC". Create a new > prompt "Call from San Jose" > Upload both to the newprompts folder (create it.) > > Create a script so that if the calling number is from the 212 area code it > plays "Call from NYC". Then transfer to a voicemail box that says "Leave a > message for the NYC staff". > > If from the 408 area code within M-F 8am to 5pm. Say "Call from San Jose." > Then queue the call to a queue called SJC_CSQ. Play hold music. If in queue > for more than 22 seconds, forward to a voicemail box that says "San Jose > people are busy. Leave a message." If no one is in queue, the caller > should hear ringback as the agent phone is ringing instead of music or > nothing. > > If no agents are logged on, never queue the call. Go directly to the SJC > voicemail. > > > > A variation on the above IPCC scenario. Instead of kicking the caller to > voicemail after 22 seconds. Play the average hold time to the caller. > "Your average hold time is x minutes." If hold time is less than one > minute say "Hold time is less than one minute--we'll be right with you." > You only need to play this ONCE. Hold music for rest of queue time. > Repeat a reassurance message every 30 seconds that says "Please continue to > hold." > > Another variation I just did for a customer. Play the "your position in > queue is x". Just need to play it once. Hold music otherwise. Ringback > when agent's phone answers. > > > > > -----Original Message----- > From: [email protected] [mailto: > [email protected]] On Behalf Of jeffrey liujian > Sent: Wednesday, April 29, 2009 8:17 AM > To: Voice CCIE > Subject: [OSL | CCIE_Voice] ipcc play prompt before agent hold off??? > > > Hi all, > > Anyone can help me? > I can't play prompt before agent take off the handset. > My step: > 1. set select resource connect to no. > 2. place a play prompt under selected. > 3. follow a connect. > > If the agent is ready when I make a call I can hear my prompt. > But if the call put into queue, when the agent finish other call or change > to ready status, I can't hear my prompt, just talk to agent straightway. > > > Jeffrey > > > >
