My Greeting

Hello my dear reader,

Welcome to my blog, which is dedicated to voice technologies. On its pages we will talk about the limitless world of telephony and network technologies.

We will focus on solutions and technologies in the area of IP-telephony (mostly on Cisco, but I will try to speak about the others too.). These are IP PBX based on Cisco Unified Communications Manager and Cisco Unified Communications Manager Express, Cisco contact centers, Cisco Voice Gateways, etc. Also, I will introduce you the news from the world of education: Cisco courses, my own developed training programs, our upcoming events, online learning.

If you have any questions regarding my posts, job or activities, please feel free to ask your questions. I will try to answer them when I have time.


Friday, February 27, 2015

Ringback Tone Instead of MOH When Making Call to an Agent (UCCX)

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.