Hello friends,
Today we talk about a scenario for you UCCX, which implements the ability to send the ringback tone to the caller when the call is sent to the agent, and the agent's phone rings. The problem is that when a call is sent to an agent, in fact, CUCM performs a call transfer, and therefore the caller is put on hold (it is done by CUCM). That's why the caller hears Music On Hold (MOH), that is natural. But very often customers do not like it, and they want to hear a ringback tone instead of MOH. How to play a ringback tone during the call to the agent will be discussed in this post.
Today we talk about a scenario for you UCCX, which implements the ability to send the ringback tone to the caller when the call is sent to the agent, and the agent's phone rings. The problem is that when a call is sent to an agent, in fact, CUCM performs a call transfer, and therefore the caller is put on hold (it is done by CUCM). That's why the caller hears Music On Hold (MOH), that is natural. But very often customers do not like it, and they want to hear a ringback tone instead of MOH. How to play a ringback tone during the call to the agent will be discussed in this post.
