Set MoH for incoming call

VitalPBX Community Support General Discussion Set MoH for incoming call

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    egminv
    Participant

    Good afternoon,

    on my pbx i set a Trunk with an Ivr, so when a customer call, he needs to make a selection to connect to an extension (1 for technical assistance, 2 for other support etc).

    I’d like that after that selection, the customer hear a message, that say that our technician will answer as soon as possible.

    I tried to set this message in external section, inbound routes, music on hold without success.

     Am i doing something wrong?

    Thanks in advance

    Giacomo

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    vitorcosta
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    Think you can create announcements with the message you want, and acordingly the option your client chooses in the IVR, he gets a diferent announcement, each announcement have the final destination you calee chosen: queue, ring group, extension or another destination you want.

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    egminv
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    Hello thanks for your reply!

    I mean i already recorder the announcement, the only problem is that i don’t find where to set it.

    These are the steps :

    1)customer call the trunk set with an IVR

    2)customer make the selection after a welcome message, after the selection they hear the waiting message until a technician answer the phone (the waiting message is the same for every selection)

    3)techinician answer the phone.

    Do you know where i can set it?i uploaded it on “MoH section” and set it on External – Inbound route section but it doesn’t work.

    Giacomo

     

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    vitorcosta
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    Still not sure of what do you want.
    What is the destination after the IVR choice? An extension or a queue?

    If Its a queue, you have 2 ways of reproducing a message to the caller before the MoH is reproduced, one choice was in my answer, For example, IVR option 1: create an announcement with the queue “assistance” as destination and choose the recording of you preference, so anything that goes to this announcement will be sent to this queue, then go to the IVR end change de destination of the option 1 to this announcemente, só your caller will make the choice and be directed tho the announcement, will hear you recording and then, goes to the queue.
    The second possibility is in the queue configuration, in “Join Announcement” you can set a recording the caller will hear at he enters in the queue.

    The announcements are reached in PBX/Incoming Calls/Announcements
    You must send your audios first: Settings/PBX Settings/Recordings Management

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    egminv
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    After IVR customers are connected to an extension depending on their choice.

    i found in tab “advanced” in the extension section the field “music on hold class”, so i set it but i still hear the regular ring tone.

    my needs are that customers, after the IVR welcome message and the extension selection, hear an announcement that say that an operator will answer the phone as soon as possible.

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    You should use a queue or a ring group instead of sending calls directly to an extension

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    egminv
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    Ok thanks, but it’s possible to send the incoming calls to a queue/ring group after the IVR message?because i don’t see neither queue nor ring group modules available in the IVR settings page.

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    egminv
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    I solved it using call queues, thanks !

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