Hi Guys
Need a little help on design/use of MoH in an application. Application is a basic ACD. We need to develop a way that so that when a position prompts or a menu is played that when the call is placed on hold again that the MoH does not start from the beginning. It needs to be consistent.
CUCM 10.5
UCCX 10.5
Notes:
- CUCM 9+ does not support continuous MoH any longer, tick box removed.
- UCCX does not support multicast MoH.
I have to admit that over the years and the application I've developed have worked to ensure a consistent MoH experience, I see this as a foundational purpose of queuing any call, that is to ensure that any caller does not feel they are in a loop or stuck. I suspect since all my applications have had multicast MoH and that last app I developed was on UCCX 8.5 and as a result MoH has does not restart each time a call is placed on hold, using the "hold" step.
Consider the two ideas below to achieve this result:
Consider the following two scenarios:
Scenario1 (Current best practise) – simple and effective, very little coding and achieves the goals, one MoH source, no additional prompts
- Agent select step
- Queue
- Tag – begin loop
- Hold
- Wait 30 sec
- Un hold
- Menu
- Link to Tag – begin loop
Scenario2 - 5 minute MoH loop
- Agent select step
- Queue
- Tag – begin loop
- Prompt1 30 Sec
- Menu
- Prompt2 30 Sec
- Menu
- Prompt3 30 Sec
- Menu
- Prompt4 30 Sec
- Menu
- Prompt5 30 Sec
- Menu
- Prompt6 30 Sec
- Menu
- Prompt7 30 Sec
- Menu
- Prompt8 30 Sec
- Menu
- Prompt9 30 Sec
- Menu
- Prompt10 30 Sec
- Menu
- Link to Tag – begin loop
An old link from Cisco reflecting the best way (matches scenario 1) - http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express/40664-how-to-add-moh-icd.html
Any thoughts on how we should be building our scripts moving forward?
Cheers
Mike
