Solved Problem with Call Queue out-of-office announcement

[it-structures]

Hello everyone,

we currently have a problem with a customer, where we have setup a call queue for specific users. We put this call queue into a custom department, so that we can set-up out-of-office hours and we then put in an announcement in the call queue configuration "When office is closed route to" that plays during these times, telling the caller that they are calling during out-of-office hours and then ends the call. We have also setup a custom "Music on Hold" that also plays correctly, when every agent in the queue is currently in a call.

The setup for this worked like a charm, but right now we have the problem that during out-of-office hours that not only the announcement for out-of-office hours plays, but also simultaneously (but quieter than the out-of-office announcement) the call queue on hold music, wich is quite irritating. Is this a bug, or did i misunderstood something in the configuration of these settings?

 

[NicholasP_3CX]

In the queue you will always have the music on hold playing in the background whenever a prompt is playing, whether this is the intro prompt or any one of the other prompts in the destinations section.

If it is just music this usually doesnt affect the listening, but if your Music on Hold file has someone speaking then it doesnt sound quite the same.

What you can do is send the call to a digital receptionist and do the Out of office hours routing from there. As the Digital Receptionist doesnt have music on hold, it will not be played in the background.

 

[it-structures]

Thank you for your fast reply, we will try to configure it like this and i will test this later today when the out-of-office hours are in place and i will give response if it worked.

 

[it-structures]

Works like a charm, thank you for the help!