IPCC Express MOH

Mojo1 · ‎05-29-2009

One of the queue's we have in IPCC Express has a MOH that sounds terrible. It ic scratchy and cuts in and out. Is there some way I can change the MOH selection for that queue to one that actually plays and sound normal?

htluo · ‎05-29-2009

First of all, you need to find out who's playing that MoH.

Depending on different stage of the call, the MoH could be played by CUCM or UCCX. For example, when the call is waiting in queue, the MoH is *usually* played by UCCX. When the agent put the call on hold, MoH is usually played by CUCM.

If you got a poor quality MoH, you need to do a packet capture on the source and the destination to compare. usually caused by dropped or duplicated packets.

Michael

htttp://htluo.blogspot.com

Mojo1 · ‎05-29-2009

When you are waiting in the Queue is when you hear the terrible sounding MOH.

What user or device(CTI RP) do I use to change the MOH?

Rob Huffman · ‎05-29-2009

Hi Bill,

The place to check is the CTI Ports that are associated with this Queue.

Hope this helps!

Rob

Mojo1 · ‎05-29-2009

When I go to the CTI RP 8435 and look at the Directory Number Configuration Page, in the Directory Number Settings Section.

User Hold MOH Audio Source and Network Hold MOH Audio Source are both set to NONE. if they are none then where is the MOH music selection set to choose what MOH you hear?

htluo · ‎05-29-2009

It's set in the UCCX script. As I mentioned in the first post, usually, when the call is waiting in queue, the MoH was played by IPCC, controlled by UCCX script.

Check the duplex / NIC teaming on the UCCX port.

Michael