1) Music On Hold can be streamed directly from the MOH server as it normally happens with Call Manager by selecting the User and Network Hold Audio Source on the CTI ports and then use the Call Hold and Call Unhold step in the script. For this, you will simply need to upload the required Audio Source on all the CM/MOH servers in the cluster and then select the same on the required Call Control Group on UCCX.This is a traditional MOH functioning.
Cisco Unified CCX Administration >> Subsystems >> Cisco Unified CM Telephony >> Call Control Group >> Choose the required CCG >> Show More >> User Hold Audio Source/Network Hold Audio Source
User Hold Audio Source will be used when call will transfer from the CTI port to agent as a result of Select Resource step
Network Hold Audio Source will be used whenever call will reach the Call Hold step in the script
Reference document:
http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express/40664-how-to-add-moh-icd.html
2) Since UCCX also supports direct announcement of wav files, prompts etc you can simply use the combination of Delay step and Play Prompt as well in the script to play the required wav file
Both the options had been provided, choice is yours.
Note : Do not forget to reset the CTI ports from Call Manager after applying the MOH on the Call Control Group. At times, you may have to restart the CCX ENgine as well for the MOH to take effect so if you run into that issue, do the same in after hours on both the nodes in case of HA
Regards
Deepak
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