Music on hold - Different for language

[sparadis]

Hello,
We're recently changed our custommer's configuration from ringing some Queus to some Ring Groups, for multiples reasons. But we just realised that since that, we can no longuer choose wich music on hold to play, and since we've got both french & english IVR and everything for this customer we need them music to say specific french or english informations.


My question is : Is there any way to make a choice of music on hold with ring groups, returning to call Queus would reprensent putting back some other issues the customer cant deal with.

 

[YiannisH_3CX]

Hello @sparadis

Ring groups do not play music on hold. If the call is answered by an IVR and then transferred to a Ring Group then what you are hearing is the General music on hold of the PBX which is a single file or playlist but its system wide.
So with Ring Groups you cannot chose between 2 different music on holds.

 

[sparadis]

Right, But we had to take out the Call Queus in order to display the inbounding call ,thats why we went & rebuild the system with Ring Groups instead, this way we could see whos calling & therefore dispatch to proper person / type of agents. I'm starting to feel like we are in a position where both these option - Having the display of inbounding numbers & having a proper MOH for both language - is not doable.

 

[YiannisH_3CX]

this way we could see whos calling & therefore dispatch to proper person / type of agents.

What is the requirement exactly? There may be another solution to your issue.

 

[sparadis]

This customer has multiple SIP Trunk, and we needed to see X number called on X trunk so that we can adjust our ''Welcome speech'' .We managed to get that by using ring groups instead of call queues as it looks those don’t work with this information. But doing that change we also broke the MOH that was working before with call queues.

Ideally, we're trying to achieve the following:
Get the information X number called at X trunk - Ideally manage to keep that information all the way down to the agents after being passed through a few IVR (Those being used to provide specific message for insurance policy (ex: this call will be monitored, etc…)
Keep the control on MOH - if customer used option 9 for English, we need the English version of the MOH.
If we put the queue there, we're losing the inbound display & opposite.

Thanks already

 

[Evolute IT]

This customer has multiple SIP Trunk, and we needed to see X number called on X trunk so that we can adjust our ''Welcome speech'' .We managed to get that by using ring groups instead of call queues as it looks those don’t work with this information. But doing that change we also broke the MOH that was working before with call queues.

Ideally, we're trying to achieve the following:
Get the information X number called at X trunk - Ideally manage to keep that information all the way down to the agents after being passed through a few IVR (Those being used to provide specific message for insurance policy (ex: this call will be monitored, etc…)
Keep the control on MOH - if customer used option 9 for English, we need the English version of the MOH.
If we put the queue there, we're losing the inbound display & opposite.

Thanks already

For the SIP trunk or whatever, you can use the inbound rule name normally, and it would show in the caller ID sent to devices like "555-555-5555:USA Line" for example.

Advanced > Contacts > Options > Prepend/Append DDI, Queue or Group name.

Ring groups won't help anything here. Stick to call queues for your MoH issue.

 

[YiannisH_3CX]

Queues and ring groups should behave the same as to what they display when agents are polled.
If the call passes through a lot of Digital receptionists and you have long Queue and inbound rule names then some information may not fit in the screen of the phone or webclient.
However the behavior should be the same if you just replaced Queues with Ring Groups.