"You are at position # in the queue" Call queue status indicator

[kevjackson]

Hi all,
new to the forums, but been using 3CX since v13. I'm a low-level admin and certainly dont know everything, but I now need to configure one of our DDI's so that when people are on hold they not only get MUH (music on hold) but also, every 20 secs or so an interrupt message saying "you are at position # in the queue".
Can anyone give me an pointers as to where in the management console i configure this please?
Many thanks in advance.

 

[Saqqara]

You need to setup a queue for the incoming call - https://www.3cx.com/docs/manual/call-center-queues/

You need Pro or Enterprise license

 

[kevjackson]

Hi , thanks for the reply. We have the "professional perpetaul" licence.

Edit: That link helped thanks. It's a simple tick box to engage the feature. All i need to do now is to stop it talking over our pre-recorded messages.Thought it might have been clever enough to actually interrupt it. I'm sure i'll find a way, but any continued advice would be appreciated.

 

[AWS2P]

normally when callers are on Q MOH they usually got music only and pbx mix audio message indicating you position in Q every number of seconds you set.

 

[kevjackson]

Well, when i dial the DDI i get our pre-recorded message, MOH doesn't seems to play, but the Q status overlays the message which isn't cool. I'm not quite understanding how it all works together.

 

[AWS2P]

In Q general item you need to set your MOH for the Q (music only)
In play intro, set a voice only message (without music)

 

[AWS2P]

this is the only way to have messages not overlapping

 

[kevjackson]

yes, ours is set like that. However we hear our pre-recorded IVR but no music.

 

[kevjackson]

 

[AWS2P]

Your ticket_hold.wav content is only music or voice and music?

pre-recorded IVR but no music.

What do mean? do you use an IVR + Q ?

What is your call flow ?

You need to know PBX is doing alone a mix with voice message to says your Q position and music from MOH file, during voice music level is automaticly decreased and goes up when position is given until next same scenario repeat.

 

[kevjackson]

Sorry, i literally have no idea what your last post meant. I can see that you're french and appreciate your help, but that last post has really confused me.

 

[JohnS_3CX]

Hi @kevjackson

Hi , thanks for the reply. We have the "professional perpetaul" licence.

Edit: That link helped thanks. It's a simple tick box to engage the feature. All i need to do now is to stop it talking over our pre-recorded messages.Thought it might have been clever enough to actually interrupt it. I'm sure i'll find a way, but any continued advice would be appreciated.

This is hardcoded, not sure there's any way around. It was designed with the idea of being overlaid on top of the music on hold.

If your MOH has speech/announcements the understandably it will conflict, but cannot be avoided.

 

[kevjackson]

all sorted
Thanks to everyone who contributed, really appreciate it.
Upgrading from 15.5 to 16 next week. hope it doesn't break anything.