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Customized music on hold based on dialed number

ravindra999
Level 1
Level 1

Hello All,

One of our customer looking for customized music on hold message to be played to the customer when agent puts the call on hold in Cisco finesse agent desktop. Anyone has suggestions on how to do fulfill this requirement?

Thanks,
Ravi.

2 Replies 2

ptindall
Cisco Employee
Cisco Employee

You can set a proprietary SIP header on the incoming call leg based on the called service.  In CCX you'd have to do this on the ingress gateway.  In CCE you could do it there or in the ICM routing script.

For example,

X-cisco-moh-source: 3,10


The 3 and 10 here represent user hold and network hold MoH source IDs using values you’ve configured in CUCM admin.

Thank you Paul. We will try your solution.

Thanks,
Ravi.