Alcatel Unleashed

Hi,
My customer is running on R8.0, CCD environment providing contact center services.
Currently all the incoming calls are routing through the Statistics pilots(for reporting purposes) and through the normal pilot and reached to one agent group with 10 agents assigned with the same entity number, eg. 1.

Is there any possibility that when different hotlines called into the CCD and the agents can put the caller on-hold and with different music playback?

Thanks.

The music is defined on the Pilot or the RSI, so what you can do is route to different pilots so each of them has its own hold on guide.

Well, what Cav said is correct for callers who haven't been answered yet.

The callers MOH source after they have been answered and then placed on hold by an agent is coming from the entity of the agent (I think). If not then it would be the entity of the PG, maybe someone else can confirm.

So if it is coming from the entity of the agent the only way would be to separate your agents into different entities, but I don't think this solves your problem if I understand your problem...

The only thing I can think of trying would be create a new entity and set the on hold tone for your different music on hold. Then create a virtual extension and assign it to this new entity. The agent would then need to park the call on the virtual extension for that company/department to get the specific MOH.

You see where I'm going with this? I don't know if it will work but it's a thought. You would need to test...

I have done the entity with the virtual extension assigned to it and it is working according to the customer requirement, however I will also need to increase the voice guide resources to cater it.
I will try the assignment of the voice guide in the Pilot and update again.

Thanks a lot.

Just an idea - never tried:
Buy OPS Lock 5 - Multilanguage Voice Prompt
Manage different Music Flash messages in Message Language 1 and 2 in the Voice Guide 183.
Manage the Voice Guide Language under System in the User languages section.
Change the language of the Pilot to the User language associated to the Voice Guide Language 2.