How to set up On Hold messages

[art.lacie]

Hello,

We have our automated menu wording/scripts recorded and placed in the system. Our consultant seems to be unsure how to set up the recordings for messages that play while a caller is on hold.

I would expect this feature is a simple setup.

Message 1 - a wav file for the spoken 'what's happening currently at our business' message. Basically a generic current events message that gets updated weekly.

Message 2 - a wav file containing: 'your call is important to us. Please wait while for the next available agent.'

Message 3 - another wav file that will feature a special promo - something that can be swapped out when needed.

I haven't been given access to the back end yet, but one would think this would be a simple wav.1 uploaded, press a plus sign to upload a 2nd wav, press a plus sign to upload a third wav file..etc... And they would get played as a playlist.

Is this the process, essentially?

Thanks

[Jaime Valencia]

No, you're wrong, that's not how it works, and there's not even a way to tell you how this actually works, because you don't know what/where the messages will be uploaded to.

If you find that out, we can tell you how this actually works.

[art.lacie]

Basically, anywhere in a CCX queue, if a caller has to wait on hold to get to an agent, we want these messages to play as they are waiting. What specifics do you require, in order to answer my question?

[Deepak Rawat]

There are below two things in regards to Music On Hold wile working with Contact Center:

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 record a single wav file for all the above three scenarios (which will not help much as you will be updating the Message 1 weekly and also Message 3 will be used as needed) and upload the same on all the CM servers that will be used for MOH purpose which will then in turn be exploited by UCCX whenever call will reach the Call Hold step in the script. This is a traditional MOH functioning

2) Since UCCX supports direct announcement of wav files, prompts etc you can simply use the combination of Delay step followed by Play Prompt (Message 1), Delay step followed by Play Prompt (Message 2), Delay step followed by Play Prompt (Message 3) in a sequential manner and so on. Alternatively, you can also use Create Container Prompt step to merge all these three prompts in one prompt and then play the same using the comabination of Delay step followed by Play Prompt. And then whenever you want simply update the prompts, remove them whatever you want and just keep using them

Both the options had been provided, choice is yours.

Regards

Deepak

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