Cisco UCCX Caller On Hold IVR

[riazay001]

Hello all, Hope you are doing well. I have a question regarding cisco uccx 11.0, How can I add a script in the following script which can play message when the caller is put on hold. Caller is answered by the agent and then agent puts the call on hold, as soon as the agent puts the call on hold, the caller is played with an IVR message, Please help me in regard. Attached is my script

[Jonathan Schulenberg]

Not possible. CUCM’s music on hold feature does not allow IVR logic when an endpoint places a call on hold. The call would need to be transferred away from the agent to an IVR applicatjon but at that point the agent looses control over the call.

[riazay001]

Dear Jonathan sir,

Thanks for your reply,

But when I put a caller on hold, a sound is played back to the caller.

Where does this sound is played from to the caller and can I put my own Message instead.

[Jonathan Schulenberg · Accepted solution]

I suggest starting with this to understand how the feature works:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab11/collab11/media.html#pgfId-1153848