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ICD - MOH while Queued

I have just set up an ICD queue, but while callers are on hold they only hear the welcome and queue prompt, but never any MOH.

Oddly MOH is heard breifly while the call is transferred to an available agent. Any ideas?

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Accepted Solutions
Bronze

Re: ICD - MOH while Queued

This is because during the entire time they are waiting in queue they are not really on hold, they have an active call with a CTI port on the CRS server, and the CRS server is streaming the audio.

If you want the caller to hear MoH, modify the ICD script such that when the caller is put in queue, they are put on hold. This will tear down the media stream to the CRS server, and MoH will be sent to the caller.

The reason you hear it when transferring to an agent is because when you transfer someone you temporarily put them on hold, causing MoH to be invoked.

1 REPLY
Bronze

Re: ICD - MOH while Queued

This is because during the entire time they are waiting in queue they are not really on hold, they have an active call with a CTI port on the CRS server, and the CRS server is streaming the audio.

If you want the caller to hear MoH, modify the ICD script such that when the caller is put in queue, they are put on hold. This will tear down the media stream to the CRS server, and MoH will be sent to the caller.

The reason you hear it when transferring to an agent is because when you transfer someone you temporarily put them on hold, causing MoH to be invoked.

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