Ringing can be heard in background when announcement playing

[MPServeline]

Hi all,

We have an issue where we have a 2 call queues in their own departments where the only config setting for the department is the office hours and holiday hours.
We currently have a holiday period set for both departments with different announcements which then goes over to voicemail.

What is odd though is when you call and you get the announcement you can hear ringing whilst the announcement is being played (not recorded in the announcement).

Any ideas what might be causing that?

 

[KyriacosS_3CX]

Hi,

A point to note that might not be relevant, but you might wish to update - you have both Ring Time and Maximum Queue Wait Time set to 60. This would mean that agents are only really getting polled once, and after that one minute the caller leaves the queue. Generally Ring Time should be a fraction of the Wait Time, so any agent that was busy when the call first came in can be polled again later.

 

[MPServeline]

Thanks Kyriacos, appreciate the suggestion. Will have a look.

 

[KyriacosS_3CX]

Hi again,

The out of office etc will be played over the ringing tone.

You could send directly to an extension that has the relevant on holiday greeting set, to get the caller to listen to it without the ringing.

 

[MPServeline]

Thanks, will give that a try.