Always play pre-transfer message

Posted on January 10, 2013 | By Voicent

My question is this, can the pre-transfer message tell the customers that they are being transferred and then if the line is busy music on hold (queue) will start. The reason why we want queue is we have 3 lines and don’t want to loose calls. Currently when the second caller in line presses 1 to get transferred to customer support, either pre-transfer message will be playing on loop or will not play at all and just music on hold will start playing. Can it be fixed so that the pre-transfer message plays first and then music on hold if the extension is busy with another call?

This can be done using IVR Studio by creating a prompt element before the transfer element. The prompt element will be executed always.

Starting from release 8.6.0, you should also be able to do this with Flex PBX. Here are the steps:

Step 1. Create an sub menu
Step 2. Set your pre-transfer message as the prompt for the sub menu
Step 3. Add an condition (If a caller “does nothing”, transfer to …) as shown below

Step 4. Set up the onhold message for queued transfer

The transitional auto attendant is shown below:

Posted in PBX |

Use multiple Voice Gateways

Posted on January 9, 2013 | By Voicent

In order to use analog phone lines to make phone calls, you will need a device to connect your computer to these analog phone lines. These devices are called voice gateways. Cisco SPA 3102 is a single port voice gateway, and Cisco SPA 400 is a 4 port voice gateway. Each port supports one analog phone line.

For Cisco SPA 3102, it is normally connected to your computer serially, i.e, your computer connects to the SPA, and the SPA connects to the network. However, in some situations, you may want to connect the SPA unit in parallel. For example, if you want to use 2 SPA units, or the analog phone line is in a far location from the computer. The rest of the article describes the steps to connect SPA 3102 in parallel.

Step 1. Connect and test SPA 3102 in serial

It is normally easier to configure and test SPA 3102 in serial first. Once it is set, you can test your analog lines and the connection from your computer to the SPA. For details, please see Connect Cisco SPA 3102 to Voicent Gateway.

Step 2. Connect SPA 3012 in parallel

Reconnect the physical wires as show below.

spa 3102 connection

Step 3. Get the SPA 3102′s IP address

You have to login to your router to find the IP address the SPA unit is using. Once you login, check the DHCP host list. Take a note of the IP address of the SPA unit. It is also important to reserve the IP address for the SPA. Please check your router’s user manual to see how to reserve an IP address.

Step 4. Rerun the Phone Setup Wizard

Open Voicent Gateway, rerun the phone setup wizard. Enter the IP address you get from step 3 to finish the setup.

Step 5. Check Inbound Calls

Needed only if you are setting up Voicent to handle incoming calls, or you need to call in to record your message, you need to check your firewall program on the computer. To test, turn on telephone recording on Voicent gateway, call in to record. If you can not record, disable your firewall program, restart the gateway, and try to record again. Normally it will fix the problem.

Turn on firewall program, and add program exceptions to your firewall program. The Voicent programs are under C:/Program Files (x86)/Voicent/Gateway/bin folder.

Step 6. Repeat to setup more SPA unit

Posted in PBX, VOIP |

IVR Studio – Record Element Format

Posted on December 31, 2012 | By Voicent Info

I am trying to setup a IVR Studio Inbound application that will pick up a call when our store is closed letting people leave a voice mail, however when I specify the location and name of the .wav file IVR Studio will not work. The type I am using is ‘C:\Offline Voicemail\’ + __VG__CALLER_ID_NUMBER__ + ‘-’+__VG__CURTIME_MILLIS__+ ‘.wav’

Hello!

When you use the record element you must use forward slashes instead of backslashes, so if you used ‘C:/Offline Voicemail/’ + __VG__CALLER_ID_NUMBER__ + ‘-’+__VG__CURTIME_MILLIS__+ ‘.wav’ instead it would work.

Posted in IVR Usage |