UCCX / CUCM No hold music when the queue call count exceeds 2 concurrent connections

[simonmossman]

Hi all

We have a small contact centre and are running the default script in the UCCX. As mentioned in the title, when we have more then two calls in the queue they are not played the MOH file. These calls just the voice prompt then dead air (repeated) until the the call is answered.

We are running version 11.0 on both platforms

Any ideas please

[Alexey Minaev]

Hi

It sounds like you need to modify a queue script. Adding a "hold" step should resolve the issue. 

[simonmossman]

Thanks for the response Alexey....I will try this out and let you know the outcome

[Manish Gogna]

Hi,

Please check the CTI port settings for MRGL and MOH source as per the following posts

https://supportforums.cisco.com/discussion/11775346/no-moh-uccx

https://supportforums.cisco.com/discussion/11141846/uccx-music-queue-cucm-moh

HTH

Manish