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MOH Source Changes By itself while in queue


We currently have a situation with our MOH while waiting in queue for an agent to answer the call. When testing, the system will play the SampleAudio MOH file with timed interruption uccx prompt messages (please keep holding, etc). At about the 2 1/2 minute mark, it switches to our custom MOH file with massive static. This goes for about 3 minutes, and then goes back to the SampleAudio MOH. The pattern continues at the same time intervals. It always happens after a uccx prompt is played and it is going back to MOH source. We have confirmed that the custom moh file is clear. I have looked at all aspects of the moh setup and am at a loss. Has anyone else ever ran into this by chance?

1 Reply 1

Sean Lynch
Rising star
Rising star

Check your recorded prompt and verify it has the correct codec encoding.  If your system was installed with G711 uLaw, it will not properly play recorded prompts from something like Audacity using an alternative format.

Hope this helps.


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