Cisco Contact Center not playing music on hold for caller is queue

[vroyal]

I have a problem with callers dialing into the two Queues we have in UCCX getting now

music on hold after callers hear initial prompt and waiting to get transferred to queue.  It worked unitil today.

I performed a JTAPI Resync but that did not help.

I get musin on hold on my Cisco phone when I place someon on hold so MOH is working.

Thanks,

Victor

[James Hawkins]

Hi Victor,

It is the MoH settings on the CUCM CTI ports used by UCCX that control MoH that users hear. If use use the Call Hold step they hear whatever is specified for User Hold Source, when the call is ringing on an agent phone etc. they hear whatever is specified for network hold source.

Please check what MoH sources your CTI ports are using and verify that these are correct. Remember the sources may be explicitly set or controlled via Device Pool or Common Device Configuration (dependent upon your version of CallManager).