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The Agent Hears "Hello" When the Customer Hangs Up

Publication Date:  2015-06-29 Views:  601 Downloads:  0

Issue Description

When the customer first hangs up to end a call, the agent hears the "hello" announcement. This fault occurs in all calls.

Handling Process

Step 1 Log in to the web configuration console as a VDN administrator (ID/password: 101/cti-1234).
Step 2 In the navigation area on the left, choose Web Configuration Console > VDN 1 Configuration > Skill > Skill Queue.
Step 3 In the Call Skill Queue (10 items) area on the Skill Queue page that is displayed, expand the Telephony Call node and choose a skill queue, for example, Skill: Agent Service, Service Type: Agent Service.
Step 4 At the bottom of the Call Skill Queue (10 items) area, click Configure Queue Parameter to access the page for configuring announcements for a skill queue.
Step 5 Set Call-Release Notification to No voice, as shown in Figure 1-1.
Figure 1-1 Setting Call-Release Notification

Step 6 Click Submit.
Step 7 If the fault still persists, obtain help through the channels described in Help Channels.

Root Cause

The call release notification has been configured for the skill queue to which the agent belongs.