Hold Music/Files not Playing-UCCX 7.0(1)

Answered Question
Apr 6th, 2010

We are using Contact Center Express 7.0(1) and just this week we discovered that when our agents place a caller on hold the caller is not hearing the hold music/audio files.  I have verified that all the files are still in place, selected, and do play from the server.  I have refreshed the script and application, but that didn't seem to help ... any ideas on anything else to try?

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Correct Answer by Aaron Harrison about 6 years 9 months ago

Hi

What happens when an agent puts a caller on hold is nothing to do with the UCCX server, prompts on the UCCX server, etc...

What is played is controlled by the 'User Hold Network Source' configured on the agent's line, handset, device pool etc; and which MoH server it is played from is determined by the MRGL assigned to the 'listening' device (e.g. gateway typically).

Regards

Aaron

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Correct Answer
Aaron Harrison Tue, 04/06/2010 - 08:05

Hi

What happens when an agent puts a caller on hold is nothing to do with the UCCX server, prompts on the UCCX server, etc...

What is played is controlled by the 'User Hold Network Source' configured on the agent's line, handset, device pool etc; and which MoH server it is played from is determined by the MRGL assigned to the 'listening' device (e.g. gateway typically).

Regards

Aaron

Please rate helpful posts..

dnmosier7 Tue, 04/06/2010 - 09:02

Thanks Aaron!    I was making it much more complex than what it actually was.  There are so many audio

files, I wasn't actually looking at the right trigger.

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