On-hold messaging consists of a recorded message
played over the phone to your potential clients while they’re on
hold. The message can be simple music audio or contain valuable information about your company’s products,
services, locations, or whatever information you think might be
helpful to your customers.
The call flow is trivial for music on hold applications. It
consists of only one Call Transfer Element. A Call
transfer element causes the current call to be transferred to
another phone number, or transfer using the same line and pop
up an alert window on a computer. For music on hold, or on
hold message applications, you need to use same line transfer.
You can open this design by selecting Library >
Music On Hold from the program main menu.
To setup Call Transfer, click the Voicent gateway icon,
and then choose Setup > Options > Call Transfer. For more
information about setting up call transfer, please click the
Help button on the Call Transfer dialog window.
From the Call Transfer Dialog window, select your audio
file for on hold message. The format of the audio file needs
to be: PCM 8KHz, 16 bit, mono. This format is the global
standard for telephone communications. There is no restriction
on the audio content. It can be music, English or Spanish, or
mixed audio. For more information about audio, please see
Audio Quality and Recording FAQ.
You can use the sample application as is. To deploy the
application, select Deploy > Submit to Gateway... from
the program main menu. If the menu item is grayed out, select
Validate... first.
If you have multiple IVR application deployed, please see
IVR select application for more information.
Once deployed, restart the gateway to have the
changes to take effect.
When an incoming call is answered by the
gateway, the application will execute the transfer element. A
popup window will be displayed on your computer screen. If you
have Enterprise Edition, you can have the window popup on a
remote computer. The caller will hear your on hold message. If
the on hold message is finished before the call is answered by
a human, it will play the message again.
To answer the call, pickup the phone
that is connected to the same modem phone line, click the
ANSWER button on the popup window. When done, click the
Release button.
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