The issue here is when a call enters the CRS server and an agent is selected to receive the call a consultative transfer is done to pass the call to the agent. Based on location and network conditions this consultative transfer could take longer in some situations than others. In the advent the transfer takes longer then a second, MOH is played by the CTI port the call is being
transferred on. Here is what you can do to change what is played out.
In the ccmadmin webpage on your CallManager and go to Device->Phone. Select the CTI Ports that are used by the CTI routepoint that is having the MOH issue.
When an ICD call rings an agent, the caller is put on hold by the CallManager. At this point, the CallManager MOH can be used to play a ringback tone to the ICD caller while waiting for the Agent to answer the phone. In order to set this up, you need to configure all the CTI ports Network Hold Audio Source as the wav file (ringback.wav) you want to play during the consult transfer. Reference the UK ringtone as the alternative or main (ringback.wav) file.
Note: Make sure that the ringback.wav file is in the CallManager server and configured appropriately. Otherwise this can cause CPU spiking in CallManager.
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