Cluster of 60 ICPs, all in MCD 6.0 SP3
Nupoint 16.0.0.51.01
Contact Center Version 6.0.2.3 (6.0.10223.1)
We have several hotlines set up and working for years. However for a new one, the client doesn't like the current way things happen at the start of a call.
Calls go through Nupoint before being transferred to the IVR. This allows us to set up messages to advise callers of a known current issue (IT hotline). We don't allow the hotline managers to access the Contact Center to change message prompts because they would then have access to all the prompts from all the other queues/call flows, and that's unacceptable. Most of the time there is no message on Nupoint and it just transfers.
The problem is that when Nupoint transfers the call to the IVR, there is a brief playing of the Music on Hold. We'd like to have nothing, or a ring or two, but not the MOH, since it's not just music but contains a message (welcome to our company etc.), so for that brief playing you might get a truncated word or two, which is not pleasing to the ear.
Thanks for your help.
