If the MoH is changed in Call Manager do I have to update it in the Call Control Group section in Contact Center Express for outside callers to hear music while waiting in queue? Note: User and Network Hold Audio Source is currently set to none.
Yes, the MOH on the Call Control Group needs to be updated. When set to the None, it will default to the one set in the Service Parameters page.
Note that the Network MOH is the one that comes into play when the call is being transferred to an agent. In case of Call Hold/Call Unhold Steps in the script, the User MOH is invoked. Ideally people use these steps when the Call is Queued. Ensure that you update the Call Control Group during off business hours as it modifies all the CTI ports.
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Published by Tyler Wilkin (twilkin) and Jerson Enrique Gamboa Gamboa (jgamboag)
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