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On-hold music

  • 1.  On-hold music

    Posted 07-01-2019 11:25 AM
    Edited by Mark Flath 07-02-2019 04:14 PM

    Have you guys had any luck with assigning specific per station music source? I have an issue where the selected music source does not play when the call comes from a VDN/Vector or internal transfer.  Source 1 plays in those conditions.


     

     


     

     

     

    We cannot get Music Source 2/"Music only" to play in all of the following scenarios when using both an h.323 or remote SIP phone as the station that is initiating the hold:

    1. During an inbound DID call and putting the call on hold
    2. During a call from the call center Queue and putting the call on hold
    3. During an outbound call and putting the call on hold
    4. During an internal call and putting the call on hold

     

    Thank you, and God Bless.

    Mark
    Mark Flath |  Answer Financial Inc.
    Phone (818) 644-4545 |  Fax (818) 644-4466

     



  • 2.  RE: On-hold music

    Posted 07-01-2019 01:27 PM
    It might be helpful to know which of your four scenarios are working as you expect and which are not.  It may be that CM is making the music selection choice based on whether it deems the call to be under station control or under Elite CC control.  I'd also be curious to know if the music source is in a network region universally available via Network regions of all entities involved.





  • 3.  RE: On-hold music

    Posted 07-01-2019 03:52 PM

    Sta 4009 = @home/remote SIP phone and will initiate the Hold in the scenarios below:

     

    • Internal h.323 to 4009: Hold plays source 2 (correct)
    • Internal SIP to 4009: Hold plays source 2 (correct)
    • External DID call to 4009: Hold plays source 2 (correct)
    • External call to VDN and then enter 4009 for transfer: Hold plays source 1 (incorrect)

     

    Sta 4009 = @home/remote SIP phone and will dial and initiate the Hold in the scenarios below:

     

    • Internal call to h.323 station: Hold plays source 2 (correct)
    • Internal call to SIP: Hold plays source 2 (correct)
    • External call to cell: hold plays source 2 correct:

     

    So the best explanation is, when calls come from the queue to the station and the agent puts the caller on hold, the caller is not hearing source 2, which is what we want them to hear. They are hearing source 1.

     

    The ultimate goal is to have more than 2 sources so that we can change the music on hold for "select programs" in our call center.  The sources will vary and may be individually changed every now and then.  The transfer from the VDN is what messes things up as far as I can tell.

    Thank you, and God Bless.

    Mark
    Mark Flath |  Answer Financial Inc.
    Phone (818) 644-4545 |  Fax (818) 644-4466

     






  • 4.  RE: On-hold music

    Posted 07-01-2019 06:35 PM
    Glad to help.  Wish I had a solution for you.

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    Tom Lynn
    Principal Engineer
    Nordstrom, Inc.
    Seattle
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