When call comes in CCX (and there is an agent ready to pick up the call)there is only one ring tone played and then Music on Hold is being played (for caller) while agent phone is ringing and agent picks aup a call.
Why Ring Tone is not being played in this scenario? MOH usually plays when call is placed On Hold.
MOH option in CCX is selected to "None". Does anyone else has experienced the same? How can I get rid of MOH?