I have a client that has CM 4.1.3 and IPCC 4.0.4. They have agents that are skilled in several languages. We handle this fine and notify the agent by using different call control groups so that the lanuagauge i displayed on the phone.
However since the client uses voice based MOH, we are trying to come up with a solution to allow different MOH sources to be used depending on what original trigger was used.
However MOH can be set by phone and line, and on the IPCC when the call is handled by the IPCC (ie Queuing). But once the call is on the agents ICD extension, the MOH seems to be fixed by the agents phone setting.
Is there any way we can persuade CCM to do MOH based on the original number or some other way to allow an agent to be able to hold a line and the caller to get an appropriate language MOH.
Thanks in advance.