Agent ad-hoc hold & mute

[Lili Chan]

hi there,

There's a request asking whether it's possible for agent to put REM customer on hold manually and to have a static pic / logo image to be displayed to the REM customer?

And what about streaming a video (for advertising/marketing) purposes when video is paused/muted?

Thanks.

[rdavies1]

Hi Clili.

This is possible yes the on-hold video is usually managed through media sense (same that is used for video in queue messages).

Are you currently using media sense or some other kind of media server?

Cheers,

Rach D

[Lili Chan]

hi rach,

We would be looking at other media servers like wowza, adobe, etc not mediasense.

Is there a config doc or guide which we can reference in this case?

Thanks.

[rdavies1]

Hi Clili.

we do have a section titled: "Expert Assist Configuration—Audio and Video Hold Treatment" in our document Installation_and_Configuration_Guide.pdf

This should have come with your download of REM, if not you should be able to obtain it from the same source as you did your REM download

Hope that helps.

Cheers

Rach D

[Lili Chan]

hi rach,

Can we check whether the following scenario is correct?

When agent does a near-end mute, she doesn't want the REM customer to see or hear her but requires the reverse i.e. she wants to see/hear the REM customer.

And while on Mute, can we show a static image to the REM customer as well? (doc above only mentioned about Hold event..)

Thanks.

[robdoyle]

Hi Lili,

Unfortunately not. The mute doesn't change the SDP so the media broker doesn't know about it.

The near end just stops streaming audio/video

Regards,

Rob