MOH media resource has been implemented in the CUCM to provide caller the streaming to music when placed on hold/transfer/conference.
With introduction on Queuing in the Hunt Pilot in CUCM 9.x , there has been some changes done on the MOH audio source page.
Let’s discuss what changes have been done and what are the implications of it.
When we use MOH for the Hunt pilot in we have queuing enabled. We have the following options.
Network Hold MOH Source & Announcements : Although this says “Network Hold”, but it applies to both hold calls and Transfer/Conference calls.
- If have not selected anything, the default Network Hold MoH/MoH Source configured on service parameters for the CUCM service is used
- And the Announcement will be used which is configured in the above “MOH” Audio Source.
Now, if the DN is the part of the queue for a Hunt pilot, then the MOH and Announcement will be played always if selected in the above settings. Considering this let’s discuss the 2 scenarios.
Scenario 1:
If the call is already answered by the agent in the queue, and then we put the call on hold, then both the initial announcement and MOH will be played one after the other starting with IA.
Certainly we do not want the normal caller to hear something like “Please wait, we are transferring your call” which is our initial announcement for just hold calls which has already been answered.
Scenario 2:
If the MOH audio source which has initial announcements settings and we use the same audio source for the DNs which are not a part of any of the hunt/line group, then we get IA played when we put the caller on hold.
So,
Now what we need to achieve the following:
- When a call is made to the hunt pilot, initial announcement should play, and if the call is put on hold, no announcement should play.
- When a normal call( DN is not a part of line group) is put on hold, we do NOT want initial announcement being played, but it plays the initial announcement.
For the 1st need:
Since we have the IA settings on the MOH audio source and, if we are using it on the Hunt pilot queue settings then the IA will always play during the call hold/transfer/conference.
As of now, in the current CUCM version this is working as designed. We need to wait if this enhancement is made in the future CUCM releases or not.
For the 2nd need:
Please use a different MOH audio source for the phones/DNs which are not the part of any line group/hunt pilot in which queuing is used and IA is also used. Make sure that there is no IA selected for the same.
