Nec Flash Hook Transfer Noise

[Guest Bank Transactions2]

We have a NEC ipk pbx and we are experiencing a lot of noise on transfer calls.

 

The normal sequence is:

 

1) flash the line

2) dial the number

3) go on-hook

 

Seems simple enough, but people are complaining about the noise at the transfer point of going on-hook or disconnection.

 

The boards are 4 -port dialgoic analog cards and I know dialogic allows control of playing voice files in the background while other events are going on which you don't allow in voice guide. We want to try covering up the problem by playing a file in the background to the caller while we to the transfer because of the noise.

 

Is there any way you can put this dialogic feature in voice guide. It allows background play and stops on an event.

 

Let me know if this would be possible.

 

Regards

[SupportTeam]

During a hookflash transfer it's the PBX that would be playing any 'on-hold' music.

 

VoiceGuide tells the PBX to place the call on hold (using the hookflash) and then VoiceGuide dials the new phone number while the PBX has the call 'on hold'.

 

If the caller hears some noise while call is 'on-hold' you should speak with the PBX supplier and ask them to resolve this issue.

 

VoiceGuide can play the music to caller if you were to do a "Dial and Conference" type transfer.

 

[Guest Bank Transactions2]

I understand that. The noise is not while they are on hold. It happens when the actual transfer occurs during the disconnect.

 

Perhaps there is nothing you can do about that, but my question still stands.

 

Why don't you allow all the dialogic commands to be used?

 

We don't want to play music or anything during the transfer, we want to get rid of the noise on disconnect.

 

 

 

 

[SupportTeam]

Whatever noise the caller can hear after the call is placed 'on hold' would be generated by the PBX.

 

After the call is placed on hold the call is no longer connected to the Dialogic card. The PBX is instead listening to the Dialogic card for any DTMF commands VoiceGuide issues (through the DTMF tones on the Dialogic card's line).

 

Then the PBX acts on those commands (in this case dialing the other extension). At no stage afterwards doe the PBX connect the call back to VoiceGuide/Dialogic.

 

At no stage will the caller hear what VoiceGuide/Dialogic card is doing - as they are 'on-hold'.

 

Have you spoken to your PBX supplier? You really should be speaking to them regarding this issue.

 

What do you mean by the comments regarding the 'Dialogic Commands'? Do you want to send some other codes as part of the transfer string (which you can, there is nothing stopping you setting any codes which your PBX supports).