IPCC Express and music on hold

[rnarayana]

Hello ,

I have a quick question.I have IPCC EXpress and a call center.Every thing is working fine.

when ICD selects an agent it rings the phone.Till the agent is picked the user is going to hear music on hold.Customer is saying he does not want music on hold .He wants the end user to hear ring sound instead .Is there any way of doing this as it is controlled by the cti port.If I change any music on hold property on the cti port it is going to change the music on hold when all the agents are busy.

Thanks in advance.

Radhika

[yogeswar]

Hi Radhika,

Here is an explanation for MOH functionality in IPCC Express

When an ICD call is ringing at an agent, the caller is put on Hold while the ICD application is ringing an agent. At this point the CM MOH can be used to play ringback tone to the ICD caller while waiting for the Agent to answer the phone. The call is on hold on the CM at this point while ICD does a consult transfer. To set this up you configure all the CTI ports "Network Hold Audio Source" for the wav file you want played during the consult transfer.

The MOH source that is configured on a CTI Port as the User Hold Audio Source is what a caller will hear when the Script puts the caller on hold via the Hold Step.

The CRS server has some Ringback.wav files under the folder

"C:\program files\wfavvid\prompts\system\default".

Hope it helps.

Regards

Yogi

[rnarayana]

Hello Yogi,

Thanks a lot for your reply .Let me test this and I will let you know.

Thanks,

Radhika

[johnwa]

I'm having the exact same problem. The above solution works but when an agent places a call on hold for various reasons the caller hears ringback instead of the normal music on hold. Is there another way to give ringback to the caller before the call is queued and after without affecting the MoH an agent supplies when they place the call on hold?

[thisisshanky]

Rad,

I dont think IPCC invokes Network on hold. It should be User hold. I tested this in lab and it seems to invoke User hold rather than Network hold.

So I would suggest you,

a. Add the ringback wave file into DropMOHFolder

b. Configure it as an audio source

c. Add that in a device pool for User hold(say ICDDP)

d. Apply the device pool to all the CTI ports

HTH

Sankar

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