In the call queue settings I have Others > Answer Channel marked as “No”. For my specific use case I have to have inbound calls only marked as answered when they actually connect with the queue member and not when the queue is entered.
Prior to 3.2.4 R4 my call queue music on hold worked great. No issues. After this update I now only get ring tones and none of my custom music on hold plays. Any suggestions here?
Anybody have any suggestions other than reverting to 3.2.4-4
On 3.2.4-5 they made a setting change that forces whatever you set on your queue for music on hold to be the music on hold that the call carries over until its end. So if you have Ringback set in your queues, and one of your agents answers the calls and puts that call on hold, they will get the ringback tone for the music on hold. If you set actual music on hold in the queue that is the one the call will use if they are put on hold.
I have a related post here: Default music on hold not being respected. - #8 by hlev
I have the MOH set in the queue and I get ring tones instead. I have had to disable the “Answer Channel” in the queue because it was registering the call as answered back to Twilio (and thereby my software) before an actual queue user picked the call up. Essentially it registered that the queue picked it up and assumed that someone in the queue picked up.
It would be really nice if there was a way to only mark a call as answered when a queue member actually answered it and not when the caller entered the queue. That’s what I’m looking to do here. My software that sends the call to the Queue is monitoring the call and when a caller hangs up while in the queue it marks the call as “hung up” and sends a missed call text to the caller.
So for now I cannot use music on hold. So trying to find a workaround.
Still trying to find a workaround. Anyone have any suggestions on sending MOH without marking the call as answered before someone picks up in the queue?