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On hold music / busy tone RRS feed

  • Question

  • Hello,

    Is there any change you can configure two On Hold music files for a Response group?

    Basically, what we need is for the customer to hear a music file since when he dials and until the call is picked up (as ringing sound is not possible), and another music file when all lines are indeed busy and the customer awaits for its call to be picked up.

    Does anyone know if Skype for Business server has more options when it comes to response groups?

    Thursday, November 12, 2015 1:29 PM

Answers

  • You can either configure a queue time-out or overflow and send the caller to another queue if you don't want them to wait for so long.

    For the extra features you'll be looking at a 3rd party call centre add-in or application.

    • Marked as answer by sabinv Thursday, November 12, 2015 2:26 PM
    Thursday, November 12, 2015 2:14 PM

All replies

  • Hi,

    There aren't two MOH options, in both Lync 2013 or Skype for Business.

    The default RGS music file can be replaced with a ringing tone at the Workflow configuration and by that provide a ringing sound to your callers.

    Thursday, November 12, 2015 1:49 PM
  • Hi,

    Thanks for answering.

    But then if indeed all agents are busy, when the customer calls, he still hears a ringing tone (possible for minutes - until an agent frees up). Isn't there any workaround or extra features that can be added?

    Thursday, November 12, 2015 1:57 PM
  • You can either configure a queue time-out or overflow and send the caller to another queue if you don't want them to wait for so long.

    For the extra features you'll be looking at a 3rd party call centre add-in or application.

    • Marked as answer by sabinv Thursday, November 12, 2015 2:26 PM
    Thursday, November 12, 2015 2:14 PM