SOLVED

Agent in call queue can hear music on hold before connecting

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New Contributor

Hi 

 

I have a call queue with music on hold configured. Now agents can hear the music after picking up the call. As soon as they are connected with the caller, the music stops playing. 

 

The call queue has now been used for over a month, the issue just started this week. 

 

I already switched off "conference mode" which didn't change the behavior.

 

Any hints on this?

Br,

Chris

8 Replies
Did you ever get an answer your question? I have a tenant who is also experiencing the same thing.
Hi, please can you advise if this issue was ever resolved as we have a customer reporting the same issue, the receptionist answers the call and can still hear the MOH and has to wait until it has finished before she can speak.
Yeah it's sad to report people just get used to it and stop reporting it after a few days. The delays around call queues are disappointing to say the least. Delay to answer, Delayed alerting caused confusing with continuous ringing on agents who have picked up the call after the first caller.

@PaulWilkinson the issue still exists. Just asked the customer. 

best response confirmed by ChristophBuetler (New Contributor)
Solution

After months with a case escalated to the product group team they finally came back with this:

"

Greetings for the day.

 

I would like to inform you that, we have received the below update from the Product Group Team.

 

 "We are working on a code fix to stop the music early in the conference mode. This could mitigate the issue a bit. The current ETA is end of July."

 

As per the update, the current ETA is end of July. Please let us know can we temporarily archive the ticket? "

@ChristophBuetler 

Typically Microsoft releasing undeveloped products and putting the burden on it's partners. Thanks Microsoft.
Hi. Ok, we will wait for the fix.
Br, Christoph