IVR Messages

[Vineeth Mohan]

Hi,

I had a call queue in which I had got a call hold music and a prompt . I had ticked Play full intro prompt before calling agents. Still when the prompt is been played i can hear the hold music in the background

 

[ChrisC_3CX]

I had ticked Play full intro prompt before calling agents. Still when the prompt is been played i can hear the hold music in the background

This is actually the way it works, the MOH still plays but at a lower volume while the "Intro Prompt" is being played back.

What you could do to avoid this is:

1. Add a silence at the beginning of the MOH used for that Call Queue and have it last for the duration of the "Intro Prompt".

2, Create an IVR that only plays the "Intro Prompt" and then sends calls to the Call Queue on timeout. .The Call Queue will of course not be set to play an intro prompt in this case. The calls will have to be first routed to the IVR.

Note: I'd recommend using the first method to keep the call flow as clean as possible.