About calls waiting for agents

[DarknessBBB]

Hello everybody,
a silly question:D

When a call is waiting for an agent, what the customer listens by default? Is it possible to let him hear something else?

Thank you very much!

[mflorell]

in 2.0.4 that depends on if this is an inbound or outbound call.

[DarknessBBB]

in 2.0.4 that depends on if this is an inbound or outbound call.

Thank you for answering. Talking about Outbound calls in AutoDial mode.

[mflorell]

They don't really hear anything while they are waiting on outbound auto-dial. If they do, it will be the drop message before they are hung up on.
That is configurable in the campaign detail screen as "Safe Harbor Exten".

[nobesnickr]

Is there a way to have a message play during this time?

We are wanting a message to play as soon as the call picks up and replay for 10 seconds before transferring to a voicemail or drop message.

From my limited knowledge on the subject I would assume this is possible by using a similar technique to hold music when you park a call but instead of it waiting for the 'grab parked call' event it either times out in X number of seconds of is transfered when the system sees an available extension.

I was going to experiment with this over the next week but would appreciate any ideas or head starts from anyone that has attempted this.

Thank you again for your help!

[mflorell]

This is how the inbound side works(it does add a delay of the call going to the agent though), but on the outbound side, the delay was deemed a very bad idea so it does not do hold music.

I suppose you could add it to outbound, but it is a bit tricky to deal with and if you do not add a delay before transfer you can have an occurance where the music on hold is still running when the call is transferred to the agent which is a very bad thing.