configuring hold music for unity connection ivr

[baselzind]

i have read that i can use a custom hold music for unity connection call handlers IVR by creating a "common device configuration" on cucm and choose in it the network MOH music which I added, then i go to each unity port on the cucm and choose the "common device configuration" so that if anyone calls and all ports are busy he will get the music on hold which i customized, is this the correct method?

[Jonathan Schulenberg]

No. Callers will hear reorder if all voicemail ports are busy. Music on hold is only supported on CUC when using the legacy SCCP-based integration instead of SIP and even then, only for supervised transfers from CUC back to a phone system destination.

[baselzind]

so there is no way to make callers listen to a hold music if they call into the unity connection ivr and all ports are busy

[Jonathan Schulenberg]

The short answer is no, but the mere question implies a design problem.

The 20k user OVA is capable of 250 ports standalone / 500 ports in a cluster assuming low/medium-complexity codecs. https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unity-connection.html

If users are checking voicemail that much consider Single Inbox with Microsoft Exchange (or Donoma Software’s G Suite solution).

If Call Handler usage is that extraordinary then you should be using a dedicated IVR application such as IP IVR or CVP.

CUC Digital Networking may also be a way to distribute the load across multiple clusters of CUC, each serving different mailboxes and call handlers but functioning as a logically coherent solution.

[baselzind]

you know unity ivr call handler divert to an extension if the user press a number, if that extension is busy is there a way to play hold music until that line is available?

[Jonathan Schulenberg]

Again, no. CUC is not an ACD engine. A supervised transfer is the closest you get but it only "waits" while the destination is ringing. If CUCM returns reorder/busy the call transfer action will fail; the Call Handler logic will proceed to the Greeting tab.