ACD music on hold

[todd1019]

ACD music on hold question. I have a Symposium 4.2 and Option81c with 3.0

My call center answers for several clients some of these clients have their own on hold music which plays when incoming calls go into queue.

My issue however is when an incoming call terminates to an agent, for one of the clients that provides their own hold music, and my agent puts the caller on hold my default hold music is played to the caller and not the custom hold music for that client. I have been digging through manual after manual but havent found anything about this except it should take the hold source from the original CDN which is set to the custom source in the switch.

Anyone know a way to change this or is this all I can do?

 

[sandyml]

Yes, use Event Handler. The Event Handler section goes at the beginning of your script. Since you have your manuals out, look in the Symposium Scripting NTP. There is a section devoted to the exact wording -- look for the Call on Hold: Give Music xx example.

 

[todd1019]

Okay thanks I will give this a try.

 

[zoron]

Hi,

My guess is that the music comes from the FTR Block in LD15.
Look at the MUS Prompt

Or perhaps it comes from the route

 

[yyrkroon]

while a call is holding in queue, the hold music is from the script command give music xxxx or give broadcast music xxxx where xxxx is the music route number. I would imagine that each customer has their own specific scripts with their own music route defined.

When the caller is answered by an agent and the agent place the caller on hold, the music is from the system music on hold. The system MOH is a system wide setting, LD 15 FTR_DATA if i remember correctly.

 

[todd1019]

The event handler command worked perfectly.

 

[sandyml]

Cool.