Hi Ralph,
Sorry I've probably got my wires crossed in the terminology so I'll explain the full picture, hopefully you might just be able to guide me in the right direction. My background is with various contact centre solutions so I'll be getting my wording wrong, apologies.
We have a cluster of 3300 MXe's & 3300 VM's running MCD 7.2 SP1 & MiContactCentre 8.1.3.0. Within our Contact centre, we have agent workflows configured that provides the agent with a 'whisper announcement' this being a voice identifier within the agents headset of queue name of the call they are being presented with identified from the DNIS. The way this SHOULD work is the agents 5330 will ring (with Auto Answer & headset enabled), this will ring in the headset once, answer, then play the whisper announcement to the agent of the line the caller has come in on while the caller hears music, then connect the call to the agent & presto, but this stopped working, and instead of playing the announcement to the agent, it just puts the call straight through with just half a ring in the headset as a indication as a call is coming, this is something our agents have raised isn't good enough & they need to know the route the caller as taken, etc.
We have the issue raised directly with our suppliers, but as I'm more experienced with the MCD 3300's than MiContactCentre, I was interested if there was a work around to increase the number of rings on auto answer, or another solution maybe with ring groups or ACD paths within the 3300 that I can give an agent more notice of an incoming call to their headsets than half a ring.
Hope I've made sense?
Thank you for reading
Cheers