On-Hold RVA playing in backgroud

[jasonross]

Hi,

I've got a client with a couple of Queues setup on a customer PBX and they are working as expected, however....

When you call into the Q, you will hear the Intro Prompt RVA, in the background though you'll also faintly hear the On-Hold message which to many will sounds like an echo, however it's a different announcement.

Anyone heard/seen this issue before, if so you got any ideas?

Jason

 

[pact]

3CX's Intro Prompt plays over the top of hold music at the moment.

There is an 'idea' which you can rate to allow it to wait until the Intro Prompt is completed before playing the music to the caller here: https://www.3cx.com/community/threa...c-on-hold-after-intro-check-box-option.43500/

 

[jonpennell]

I do hope any change in this functionality is optional - I much prefer the 3cx announcement behaviour to, say Asterisk, where the MOH is paused for announcements. Although more flexibility in call queues would be appreciated in many areas

 

[YiannisH_3CX]

Hello @jasonross

As @pact mentioned this is the default behaviour of the Queue. The volume of the music on hold will lower so that the intro prompt can be played on top of that.

 

[jasonross]

Well, I'm not known for subtlety so I'm going for this kind of sucks.

The problem I have is the client wants to play the Intro Prompt with the usual disclaimers such as recording and opt out of recording. Once this is done the MOH message is more informational, rather than just MOH. This is where my problem exists.

It would be nice if we could just play the inbound announcement and then when that has finished then play the MOH message. Are there any workarounds other than just playing MOH?

 

[VoIPTools]

If the issue is primarily the intro prompt, I propose you send inbound calls first to a Digital Receptionist (DR) that plays your desired prompt. Set the timeout on the DR to 1 second. Then configure the DR to automatically forward to the desired queue.