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
Original Message------
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.