Make sure that your Softphone device(s) and your gateway(s) have all been configured with Media Resource Group Lists and User and Network Hold Audio Sources. This parameters are required for all endpoint and gateway devices in order for MoH to work. These can be configured at the device level or can be configured on the Device Pool these devices are assigned to.
Also, make sure that you specified a large enough Max. Hop count on your multicast MoH resources to ensure that your multicast streams can reach the Softphone and gateway devices.
Are you running different CODECS by default CCM only runs the G711Ulaw stream of the MOH via multicast. You have to configure the system to run streams for G729 also if you are running different CODECS in your intallation.
MoH codec(s) is configured under System Parameters. Select the server and the Cisco IP Voice Media Streaming App service. Codec for MoH is set toward the bottom of this configuration screen under Clusterwide Parameters. The parameter is "Supported MoH Codecs". To select multiple codecs, hold down the CTRL key and click on the appropriate codecs. Keep in mind that G.729 has been optimized for speech and therefore the quality of MoH at G.729 is marginal.
MoH should work for the Softphone. I would try restarting the Cisco IP Voice Media Streaming App service (under the Control Center) and/or reseting the MoH servers (on the MoH server cofiguration screen)if you haven't already done so after adding the G729 codec.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...