[SIPForum-discussion] SIP Call Waiting Messages and Call Charges

[Hemant Kumar]

Hi Stewart/Rohan,

I agree with you on playing early media for queue announcements, if you
ignore the network timeouts part. But still this does not solve the second
issue I mentioned earlier -

*>> There is also a possibility that the caller is put into queue after the
call is established with a user.*
I have faced this so mentioning.

1. userA calls customer care number to inquire about his complain registered
earlier regarding some product. (userA is put on queue and hears
announcement played using early media - No charging).
2. An agent picks up the phone(charging for userA starts) but after talking
for a while agent forwards the call to Engineering Group. So userA is again
put into a wait queue (but is still getting charged).

If you want to charge for the second wait time then its fine otherwise the
solution wont work.

Regards,
Hemant


On Thu, Oct 6, 2011 at 4:16 PM, Rohan Almeida <almeida.rohan at gmail.com>wrote:

> Hi Stewart,
>
> you are absolutely right, The 'on-busy-greeting'  should be played using
> early media (SIP 183 sesssion progress).
>
> These announcements will generally be played from a MRF(Media resource
> function). The call between the CPE(caller) and MRF can be established using
>
> 1> INVITE
> 2> 183 session progress
>
> If the call is establised using INVITE, the caller might be charged.
> Popular softswitches like broadsoft provide the facility to play
> announcements using both the mechanisims. The method chosen is configurable.
>
> Generally the CDRs generated by  the PBX, sofswitches will show the actual
> call duration starting from when the call was actually picked up the call.
>
> regards,
> Rohan Almeida
>
> On Wed, Oct 5, 2011 at 3:14 PM, Stewart Hayles <shayles at neci.co.uk> wrote:
>
>>  Hello all,****
>>
>> ** **
>>
>> I have a question I hope someone out there may be able to help me with
>> understanding a bit more clearly.****
>>
>> ** **
>>
>> In Germany a new law is coming into effect where if a caller is held
>> waiting on a line and listening to a queue message they are not charged for
>> that portion of the call until a user actually picks up to speak with them.
>> ****
>>
>> ** **
>>
>> I wondered how this would be implemented with regards to SIP carriers.
>> Would the call be initially setup using early media to play the message?  Is
>> there any fields/messages used for charging information between the network
>> and PBX?****
>>
>> ** **
>>
>> I hope someone may have an understanding of what I am describing, would
>> appreciate any details you may have on this if you have been involved in
>> similar situation.****
>>
>> ** **
>>
>> BR,****
>>
>> ** **
>>
>> Stewart****
>>
>> ** **
>>
>> ** **
>> <http://www.neci.co.uk/>  <http://www.neci.co.uk/>
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-- 
- Hemant
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