Unable to hear prompts

[dbamkincisco]

I have some scripts that place the caller on hold while waiting for the next available agent. Every x number of seconds I have a prompt that says thank you for holding..... I would still hear the hold music in the background with the prompt blended in. The problem is no I can't hear my prompt if the call is on hold. I can hear the prompt if the call is un hold or if played before the call is placed on hold. Does anyone have any idea how to resolve this?

[Chris Deren]

I am assuming you have IPCC Express and you use Call Hold and Unhold steps to play MOH applied to the cti ports in CCM, and your play prompt steps is in between these steps, right?

That is not going to work. You can not have two sources streaming to the caller, you can record your own prompt over some background music and use play prompt instead of Hold/unhold for callers on hold.

HTH,

Chris

[angelan]

You may also want to take a look at this Tech Tip.

How to Add Music on Hold to ICD Caller In Queue

http://www.cisco.com/warp/public/788/AVVID/how_to_add_moh_icd.pdf

~ ange