Over lapping Prompt

Discussion in '3CX Phone System - General' started by stash, Nov 12, 2012.

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  1. stash

    stash New Member

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    Hi,


    I have problem with my queue the Intro prompt and MOH is overlapping.

    here is the scenario.

    when a caller calls the Trunk the call will go to queue. The caller will hear my Intro prompt after that the MOH.

    when a second caller calls the trunk the caller will hear Intro prompt then MOH at the same time.

    what should be my work around to make this work without overlapping audios.


    Thanks,

    STASH
     
  2. left

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    This is in many posts. Please go to the Facebook function request page and click that you want them to work on it. I too have this problem. We have the intro prompt of: "Thank you for calling. A service specialist will be with you." and MOH of all of the specials for the month. However, because they overlap, you can hear both voices. Callers hated it so much I add to combine the messages and now callers don't hear all of the specials - only the first two (about) before someone picks up.

    Adam
    LeftClickHere.com
     
  3. markshehan

    markshehan New Member

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    First I would raise a ticket with support or talk to your partner to raise a ticket so they can look at it. It is a bug not a feature request I believe.

    To work around the problem do the following:

    1. Set up a new Digital Assistant and use your queues intro prompt music as the prompt file.
    2. Dont have any routing in the Digital Assistant for the key presses (or make them all go to the queue)
    3. Change the timeout to 1 second and have it go to the queue
    4. In your queue, drop your intro prompt but leave the music on hold
     
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  4. left

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    Hello,

    This is one of the posts that is similar to your post: http://www.3cx.com/forums/call-queue-audio-overlapping-25968.html
    This is the closest function request: http://apps.facebook.com/threecxideas/index.php?page=idea_detail.php&i=390
    It would be nice if there was an option to either mute the MOH in the background or wait for it to play until the Intro Prompt is done.....

    Adam
    LeftClickHere.com
     
  5. stash

    stash New Member

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    Hi Mark - i already suggested that but the manager the gathers the logs hate it when it comes to logs. i already opened a ticket for this but 3cx saying that they don't have any work around for this.

    Hi Left - that is also my post hehe.

    Thanks,

    STASH
     
  6. markshehan

    markshehan New Member

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    How long is the intro prompt and what is on the music on hold?

    If the manager doesnt like the work around then maybe we can "fix" the music on hold slightly to make it work.

    For example if the prompt is 5 seconds then we could play a 5 second lead in music on hold. Or you could make a very long music on hold (say 20 minutes) which has the intro prompt at first then the rest of your current music on hold, repeated over and over. So they always get the prompt and the file is longer than the queue time out.
     
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  7. stash

    stash New Member

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    Hi Mark - the intro is thanking you for calling and the music on hold is jingle. i tried this setup

    made the music on hold have a dead air on front this dead air is base on hold long the intro prompt. still gets the overlapping.

    the support suggested the make the music on hold plays low volume. but i think this is not a good work around.


    Thanks,

    STASH
     
  8. markshehan

    markshehan New Member

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    So you can make a long music on hold file. Say your intro is 1 minute and your jingle is 5 minutes. If your queue length is 20 minutes then you can make a new file that is 21 minutes by combining 1 minute of intro and 4 lots of the jingle. Now you use that as the music on hold and it will play the whole file but only once so they only hear the prompt once.

    Pretty simple to do with Audacity or similar.
     
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