UCCX Scripting

[G3261]

I have a minor issue with MoH and UCCX. Currently, when call is waiting in queue to be picked up by an agent, there is a MoH plays until an agent says the initial greeting to the caller.  Is there anyway to get rid of this MoH and play a ringback instead?

If all the agents are busy, I don't want to play same ringback as I mentioned above. I want to have different MoH while caller is waiting in a  queue!!! Any help would be greatly appreciated----

[Deepak Rawat · Accepted solution]

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 CUCM 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 which I believe you are doing right now

Looking at your requirement, you will need to go with option 1 and select the Ringback Audio file on the User Hold Audio Source under the required Call Control Group and then whenever call will be transferred to the agent, callers will listen to the ringback

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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[Aaron Harrison]

Hi Deepak

A comprehensive answer as always (+5)

However I'm pretty sure it's the other way around - i.e. User Hold is when the user (in this case CCX) intentionally hits 'hold' (using a hold step), and Network Hold is invoked when Hold is done indirectly - i.e during transfers (when CCX is redirecting to an agent).

Aaron

[Deepak Rawat]

Thanks for the stars Aaron. To be honest, I tested this some time back so you may be right as well. I am usually a testing guy so can't doubt on your opinion, may be will test this if got a chance but as far as I remember it was like that only which I mentioned

I think Gary can test this before me :) and update or else I will do whenever done with the testing just to double check what the case is.

Regards

Deepak

[G3261]

Thank you so much to both of you for your time and help....

Deepak thanks for the detailed explanation, however, I am still not having any luck with this one....I have downloaded a rinback.wav file (something I want to play while call is getting transfer to an agent) and uploaded to callmanager etc.

This morning, I tried to change MoH on both 'User hold' and 'Network hold' (one at a time) but I still have something different playing while call is going thru Select Resource Step...not the ring back!!!

I am wondering..once I change the settings for Network or User on hold music, do I have to do any resets for cti ports in Callmanager?

[Deepak Rawat]

Gary,

Did you reset the ports from Call manager very important step and also a restart of Engine some times is required. Please do that as well, if it does not work after that let me know.

Regards

Deepak

[G3261]

sorry Deepak I haven't got a chance to do this yet but I will be try it soon and let you know.

[Deepak Rawat]

Gary,

There should be something like Mark As Answered options on the Replies that are their on the post . What all replies you feel should be Marked As Answered, feel free to do so.

Regards

Deepak

[G3261]

Deepak-nope it didn't work!!! still playing default Moh which I don't want to play. I tried changing both User hold audio source and Network hold audio source (one at a time). Also, I did reset the cti ports in callmanager.

Any other ideas? Thanks

[Deepak Rawat · Accepted solution]

Gary,

Can you make sure that the MOH you want to play is uploaded on all the CM/MOH server by going to

Cisco Unified CM Administration >> Media Resources >> MOH Audio File Management

Also, are you trying to call from outside or internally. In case, you have not tried internally then please do that as well to check where the issue is (External or Internal calls). It will be worth to try restarting the CCX Engine on UCCX and IPVMS service on Call Manager in after hours.

Also, it will be worth to try creating a new CCG altogether of 10 ports or so and apply it to the Route Point and then check if it picks up the correct MOH or not. Post your script as well next time so that I can double check it to make sure things are set up fine in it or may be we can jump on a quick webex as well if you like.

Regards

Deepak

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[G3261]

Ok--I checked CallManager and I do have my 'ringback' file set as 'In Use' under MoH Audio File Management. Also, when I changed MoH on a phone to 'ring back', it plays this file-no issues. Currently, I am only testing internal calls because there is no routing configured for external calls. Our call centre only receive internal calls (within organization).

I have separate  CCG configued in Contact Center (10 ports) just for testing purposes and this is what I have been using to test.

I just want to be clear about resetting ports in CallManager---for this-I go to CTI Route Point and select my device and select reset!!!

What should I look in script to make sure everything is right?

[Deepak Rawat]

Gary,

You will need to go to Cisco Unified CM Administration >> Device >> Phone and then do a search like below:

Find Phone where Device Name begins with <Device Name Prefix> that you have configured for the Call Control Group in UCCX. This way it will list all the CTI Ports for that particular Call Control Group, select them all and do a reset

As far as script is concerned, till the time call is successfully transferring to the agent which I believe is happening as a result of the Select Resource step, the ringback should work if applied correctly at the Network Hold Audio Source.

Regards

Deepak

[G3261]

yay....your instructions worked.... I would like to thank you for your time and effort you put it in to troubleshoot my problem. I hope people like you with knowledge on this subject matter continue to help others who are learning. Thanks again.....

[Deepak Rawat]

I am glad Gary that finally the issue had been resolved and thanks for the stars. It is customers like you that make us keep moving and helping the others out there using Cisco products.

Thanks for choosing Cisco and giving us a chance to help you. Please remember to mark the thread as Answered so that it can stay on top and help others with the same issue in Community.

Regards

Deepak

[G3261]

how do you mark the thread as answered?