Mitel Forums - The Unofficial Source

Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: viperdude on June 27, 2016, 04:19:56 AM

Title: ACD Express Group Interflow and Audio Source Is Not Working
Post by: viperdude on June 27, 2016, 04:19:56 AM

I have setup an ACD Express group up and got an agent logged in. When I call the ACD Express DN the logged in phone rings.

However I have also configured an Interflow after 45 seconds to a System Speed Dial which doesn't work.

Additionally I have an embedded music source configured that doesn't play.

Anyone know what I am missing?

Title: Re: ACD Express Group Interflow and Audio Source Is Not Working
Post by: sarond on June 27, 2016, 05:31:12 AM

Silly question but you have enabled interflow haven't you?
Have you tried another destination other than a speed call?

Do you get the system MOH at all?

Title: Re: ACD Express Group Interflow and Audio Source Is Not Working
Post by: viperdude on June 29, 2016, 03:43:22 AM

See the attached screenshots

The unavailable to 5600 works.

However the music file doesn't play and it doesn't go to 5600 if no one answers for 30 seconds.

Any ideas?

Title: Re: ACD Express Group Interflow and Audio Source Is Not Working
Post by: sarond on June 29, 2016, 06:41:22 AM

You would need a recording to have the MOH play.
The idea is that the ACD Path rings (hear ring back) then an announcement plays (RAD) after that the MOH will play while waiting to be answered by an agent.

Interflow looks good, it should work by the looks of it.

Title: Re: ACD Express Group Interflow and Audio Source Is Not Working
Post by: viperdude on June 30, 2016, 06:12:39 AM

Quote

The idea is that the ACD Path rings (hear ring back) then an announcement plays (RAD)

I don't really understand what you mean by this. Could you expand a little?

Title: Re: ACD Express Group Interflow and Audio Source Is Not Working
Post by: sarond on June 30, 2016, 07:11:21 AM

The music won't play straight away. The caller will just hear ringing until answered.

If you want the music to play then you will need to have at least 1 recording play first (Thank you for calling, please hold and your call will be answered shortly).
After you do this the caller will get music after the recording is played.