Digital Receptionist : Ability to Choose MOH or Ringback tone for extension option.

Discussion in 'Ideas' started by brian100, Mar 26, 2017.

Digital Receptionist : Ability to Choose MOH or Ringback tone for extension option. 5 5 1votes
5/5, 1 vote


Do you think this is feature request is worthwhile or necessary ?

  1. Yes

    7 vote(s)
  2. No

    0 vote(s)
  1. brian100

    Feb 27, 2013
    Likes Received:
    When a digital receptionist (DR) is used to transfer a call to an extension.
    The caller will hear "please hold while I transfer your call" and then Music on Hold (MOH).

    I am getting many complaints about this.

    Most callers have the belief that when they have patiently listened to the often long winded IVR from the DR that when they choose an Option e.g 1 for Sales > they should hear the ringback tone of that extension and not another "please hold while I transfer you call...." and then MOH.

    Many believe that they are "on hold" and are unaware that their desired extension is actually ringing at that point. Many will hang-up stating stating "I haven't time to be on hold" - if they hear a ringback tone it gives them more confidence that their call is about to be answered.

    In Summary
    We need control of the MOH behavior, when a DR Action is Selected.

    We need an option to allow us to have either a custom MOH or basic Ringback tone.
    I have shown examples of both below.
    I suppose e.g 2 in red ink, gives the most flexibility in that the custom MOH could be a recorded Ringback tone or something else if desired.

    See the sample Digital Receptionist Form below
  2. JayIT

    Oct 11, 2017
    Likes Received:
    I wholeheartedly agree with this. Callers want to hear the USProgresstone when they enter an extension. No need to "please wait" and then hear music.

    I would also like to have "on hold" music when I put someone on hold, but have silence if I hit the conference button. When we are on a conference call and I need to pull someone else in from my company, I do not want the existing people on the call to be unable to talk while I am adding another person (because music is playing). My only choice now is to play "silence" for on hold music so the latter does not happen.
  3. Michael Groom

    Dec 11, 2017
    Likes Received:
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