Hi Carlo,
The MOH is played to the customer via the CTI ports. So when the CTI port places the caller on "hold" they hear whatever the hold source is defined for that port.
So, if you have a Call Control Group with all the CTI ports and you are using your CSQ's so that they share those ports across all CSQ's then you can only do an all or none on the MOH because you can only change that to the whole CCG. When you navigate to appadmin and find under the Subsystems - Unified CM Telephony menu to the Call Control Group, choose the group you want to change. Then click the Show More button at the bottom and look for the following:
User Hold Audio Source | Audio source heard by the caller when the Cisco Unified CCX Script places the caller on hold via the Hold Step (when the user presses the hold key). |
Network Hold Audio Source | Audio source heard by the caller will when Cisco Unified CCX performs a Consult Transfer (when Unified CCX calls an agent). Use this entry for the .wav file (for example, .wav file playing a ring back tone) to be played to the caller during this Consult Transfer. |
If these values are set to None, then the callers will not hear any MOH.
So to summerize, if you are sharing one CCG with all CSQ's you will affect all CSQ's if you change this value. If you want to ensure that only the CSQ that you want to disable the MOH on is affected, I would recommend creating a new CCG with User Hold and Network Hold set to None and assigning that to the CSQ that you do not want MOH on.
Hope this answers your question.
Mike
