If not already set, try setting the User Hold and Network Hold on the ICD line and see if that helps. I know this is not necessary as it would take whatever is set at the device level, device pool, service parameter in that order, but its worth a try.
User Hold is used when the user puts the caller on hold.
Network Hold is used when a call is being tranfered by the user.
There is a service parameter that allows you to set these system wide
Default Network Hold MOH Audio Source ID
Default User Hold MOH Audio Source ID
A better option would be to do this at the Device Pool level.
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