Queue Hold Music and Intro Prompt - v20

[straight1]

We're having an issue where hold music is playing over the intro prompt for a call queue we've created in v20. Are we doing something wrong, or is this expected behavior when not using an IVR?

 

[Evolute IT]

We're having an issue where hold music is playing over the intro prompt for a call queue we've created in v20. Are we doing something wrong, or is this expected behavior when not using an IVR?

The queue hold music will always play in the background of the intro prompt.

If it plays over it, you may have switched up the two fields, or one volume is too high. The intro prompt playing should lower the volume of the music while it plays.

 

[straight1]

Got it. Is there a way I could have it so the intro prompt is played, then the hold music is played without them overlapping?

 

[Evolute IT]

Got it. Is there a way I could have it so the intro prompt is played, then the hold music is played without them overlapping?

This is not an option unfortunately. The only way would be to have a very long MOH with the prompt prepended to it manually.

 

[VoIPTools]

Or send queue calls first to an IVR that plays the intro prompt then automatically forwards the call to the queue. If you want to take that approach, configure the IVR with no options, a timeout of 1 second, and forward to the queue extension (will transfer 1 second after the IVR prompt is played). You cannot set the timeout to less than 1 second.

 

[Evolute IT]

Or send queue calls first to an IVR that plays the intro prompt then automatically forwards the call to the queue. If you want to take that approach, configure the IVR with no options, a timeout of 1 second, and forward to the queue extension (will transfer 1 second after the IVR prompt is played). You cannot set the timeout to less than 1 second.

Even better solution!

 

[whiteym]

This has been raised several times by the looks of it.
I have just come across this issue with a new customer as their hold music has talking in it. I tried to pad the queue hold music with silence so it didn't overlap but when the intro prompt finishes the hold music restarts so you get silence. It would be nice if there was an option to have them overlap or not (I found an old idea but I can't post there), or a potentially better/easier option would be if we can control how much the hold music is reduced by with a parameter.

 

[Andreas@58]

It would be nice if there was an option to have them overlap or not

I second this. We came across this while setting up our CSM queue yesterday.

All the suggested solutions here are welcome, but I feel an option to sequentially play intro prompt and MOH is the most straight forward.

Thank you.

 

[NicholasP_3CX]

It has been noticed that when someone has an intro prompt without music in the back that callers think they are talking to an actual person. When you hear a voice with music in the background that we are tuned to just listen, like voiceovers in videos.

Voiceover 101.

Sometimes when you have your music on hold with adverts or a voice, you will have overlapping voice so it sounds funny.

The best solution is the one mentioned above if you want it that way, to send the call to a Digital receptionist and then forward to the queue without an intro prompt.