socaljake

I know this suggestions definition reads backward from what you need, but you might want to take a look at the system flag "Disable Confirmation Tone to Trunks".

sierrabound

The flag is set to Yes unfortunately. I was looking at that also.

socaljake

To recap the routing, the call hits routing table X, which routes to CRA XXXX, which plays recording XX and then times out to ACD pilot XXXX?
No digits are dialed.
The call never routes off-site.

Do I have it right? Because I don't see why a tone is playing if these are correct statements.

sierrabound

SoCalJake - Thanks for the replies.
Here is the routing:
Caller comes in on CRT 1 (The DID Number) which transfers to ring in destination CRT 15. In CRT 15 pattern match for that AreaCode/Prefix (555xxx+) which goes to Ring in Destination (Application XXX).
In the application:
Digit Translation Times Out to Transfer to Extension (xxxx) ACD Huntgroup.
Day/Night Greeting=The recording.

So your above statements are correct. I don't see where this beep is coming from. Interesting thing is if the operators are busy and the music on hold plays, the beep doesn't occur when an operator becomes free.

sierrabound

I believe I've narrowed it down to the Auto Answer being enabled to the hard phones. Caller is hearing the beep that the operator hears.
We also have 8602 soft phones, and the beep does not occur when you hit those operators with the softphones. The Auto Answer option for the soft/ip phones is not available so they have to manually answer the call in the software.
Buy why does the caller not hear the beep when the call is transferred from the music on hold? Hmmm.

socaljake

I thought the caller heard it at the very end of the greeting and not when the Agent answered. I was thinking when the CRA times out to the ACD, since the call is actually for a split second on hold, and if the holding MOH setting was tick tones, maybe that was what the caller heard. You hear this sometines when using STAR's to transfer to hunt groups. It may be a little MOH setting causing this.

sierrabound

That makes very good sense.
Something to look at. Where the heck is the MOH settings at? Do you know if you can set it to Silence instead of Tick Tone?
Only time I hear the beep is when the call is transferred directly to the operator from the application - bypassing the MOH (when the ACD Hunt Group agents are available)
When MOH plays and transferrs - don't hear the beep.
Also - Tested without the application - going directly from the CRT to the hunt group (No application) No beep there. So somewhere from the Application to the hunt group is causing this.

It's gotta be some setting I'm missing somewhere. Our Intertel vendor says it's caused by the auto answer feature and the caller is hearing that or that it's because it's coming from the VM mailbox. They are not sure, and said that it is normal. That's a great answer! That's why I'm trying this board for some decent answers. Thanks.

socaljake

Check the trunk group setting for "Audio on Transfer to Hold". Note the setting, then try adjusting it to something else; anything will do. Test again. As long as it does something different you have the culprit. There is another step beyond this but lets wait to see what happens with this first.

sierrabound

Have two CO Trunks.
Well, I changed the setting on all the Audio settings one by one and still get the beep when trasferring from the application. Changed from Use Next Device's Audio Source to Silence on one trunk and the other was changed from Music on Hold to Silence.