TJ

We need advice on the switch side. On our Nortel Meridian Option 81s, we can have a large number of music on hold sources. However, these MOH sources all have to be specifically linked to different trunk routes. That is, for a Spanish caller to hear a Spanish marketing message when placed on hold, he has to enter our switch via a dedicated trunk group on which only Spanish callers would be transported. The same would be true for English Service, Cantonese Sales, English Premier/IRA, Tagalog Service, etc. But, in our environment, we use a single giant trunk group that all calls are transported on. This means that when an ACD agent places a customer on hold, only the general switch MOH route is used.

We thought of using Symposium scripting to coordinate different announcements for different caller types. However, this works only for music while in queue. As soon as an agent answers the call, Symposium releases control of the call although it continues to track and report on it. This means that only the switch parameters for music on hold are in play.

Do you know of any way to play different announcement strings for different customer types for callers that enter through Symposium and are answered by an agent before being placed on hold?