Position in Queue

[AndyM]

I am trying to set up position in queue, but have been unable to get guide 518 to play when calls are waiting.

I have created the two fixed messages (3226, 3227), i.e. ‘you call is’ & ‘in the queue’, and created some of the variable guides (3258 – 3260), i.e. ‘one’, ‘two’, ‘three’ etc. I have checked these by using tone test on 518 and the two fixed messages play, but only if set to the French language!!!

On the pilot rule guide I have set a presentation guide and a level 1 guide so I know I’m in the correct queue and set the all the other level guides to 518. However, when I put a call into the queue I hear the presentation and level 1 guide and then the standard boring music! What do I need to do to get the position in queue played?
Any help would be most appreciated.

I’m on the following versions of software;

Application software identity
R9.0-h1.301-42-uk-c0
Business identification: R9.0
Release:
DELIVERY h1.301
Patch identification: 42
Dynamic patch identification: none
Country: uk
Cpu: c0
ACD VERSION
release : 8
bug_fixing : 1
protocol_id : 90
version_dy_hr_stat : 11

[leo]

For messages to play when language selected is English

Fix1 message No. : 3228
Fix2 message No. : 3229
Var message No. : 3318...3377

In your case the message numbers selected by you are used for language French.

once this setting has been made, the voice guide must be entered either in a parking level of a pilot rule or in a level of an anticipated wait table.

In either case, the “Number of broadcasts ” or “Guide timeout ” attributes must be entered (the number of broadcasts has priority if both attributes are managed).

[AndyM]

I am aware of that and did try using the English option first, but the tone test on 518 didn't play the fixed messages! The voice guide has been entered in the parking level of the pilot as well.