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How to play a message to the user before the agent answers the call?

Tags: #<Tag:0x00007fdf987f5128> #<Tag:0x00007fdf987f4fe8>

(Marcilombardo) #1

Hello. I’m using FreePBX on a Raspberry Pi3. I set up an IVR, which leads to a queue and finally to an Agent. I would like to play a custom audio message just before the agent answers. Something like “the agent Bob answers”. Is it possibile?
Thank you

(Dave Burgess) #2

Not really - once the call is in the queue, it’s ringing phones. I can’t think of a way to do it since the system can’t really get involved in the call once it’s established.

(Jessy5765) #3

as Dave said the Queue is an “app” if you will. Once you hit the queue system you must remain in its parameters of what you see as available options. Its not flexible like many of the other modules that you can bend to suit your needs.

(Greg) #4

You can however have it play a message before it initially rings into the system.

You change the context of your incoming lines (mine was “from-dahdi”, I changed it to “from-dahdi-announcement”)

Then, in extensions_custom.conf:

exten => _.,1,Answer()
exten => _.,n,Wait(1)
exten => _.,n,Playback(this-call-may-be-monitored-or-recorded)
exten => _.,n,goto(from-dahdi,${EXTEN},1)

This “intercepts” the incoming call, plays the message (in this case “This call may be monitored or recorded”) and then continues along the normal path of routing.

If you do NOT want that message played on certain DID’s (like fax lines…) then you include a step to skip over it…

Before the code above:

exten => 5551212,1,goto(from-dahdi,${EXTEN},1)

… that will skip the playing of the announcement and jump straight to the from-dahdi context.

I hope this helps!

(Tom Ray) #5

That is not a solution for this at all. The OP wants to playback a message to a user that has been sent from the queue to an agents phone to ring and then when that agent picks up, playback a message to the user to tell them something.

This is not possible in the Queue app and would require some custom code/dialplan to be written and would be outside the scope of what FreePBX offers in the module itself. You can playback a message to the Agent (Member) before the call is connected and run a Macro or GoSub on the agent’s channel but there is not to playback to the caller in the queue that is sent to the member.

You will have to get creative because this is going to be a PITA to get in place, if possible.


If you do go this route it would be great to share your results. I know many who would be interested in having this function.

(Greg) #7

Hmmm… does FreePBX have “Call Screening”? Doesn’t that play a message before the phone rings? Probably not for a queue though…

(Dave Burgess) #8

The tricky part is that the call is ringing. The system can’t predict which phone will pick up the call, and there’s nothing in the extension that allows you to pick up a ringing call (at the handset) and play a message before talk time starts.

The closest you are going to get is to play a “welcome” message in the queue that says something like “Thanks for calling ‘X’. Please note that all calls are recorded for quality assurance purposes. One of reps will be with you momentarily.”

Doing it at the moment of pickup isn’t really an option.

(Itzik) #9

Yes, but only works per extension. also OP seeks something opposite.