ACD Music on Hold

[lynmar]

Call on hold in my ACD group are not hearing the music, can someone point me in the right direction. I'm not sure where the music on hold is located or how to troubleshoot it...thanks!

 

[RFWatts]

LD 23
chg
type acd
enter acdn#
enter past everything until you get to MURT
enter the route group for you Music souce, ie: 10
enter past everything else and you're done!

Hope this helps!

 

[lynmar]

Thanks...

 

[lynmar]

If intermittantly I do not get music on hold in an ACD queue what could that be? Does music on hold access conference bridge's/loops? Is there a limit?

 

[RFWatts]

I forgot to mention, if you are using Symposium you can specify this on the last page of the Call Treatment Wizard too.

 

[RFWatts]

You may want to check the MURT setting for your CDN as well. It depends on how calls get routed to the ACD. You can't go wrong if you set the MURT on both the CDN and ACD to the same thing. I just recently ran into problem when I used Symposium to queue my calls to another skillset after hours. It would not play music for those after hours calls. My fix was to route the calls to the CDN of the skillset that would handle those after hours calls.

 

[lynmar]

I have Meridian Max, My MURT is 16 and when I check route 16 I get my ACOD and dial it. Right now the music is there, but intermittanly I'm being told it isn't. I haven't heard the problem myself as of yet.

 

[lynmar]

I have Meridian Max,and IVR. My MURT is 16 and when I check route 16 I get my ACOD and dial it. Right now the music is there, but intermittanly I'm being told it isn't. I haven't heard the problem myself as of yet.

 

[phonedude10]

do you have a music trunk in each network group ?

 

[lynmar]

I don't know, what do you mean? Where do I check that?

 

[phonedude10]

LOOPS 0-31=GRP 0, LOOPS 32-63=GRP 1, LOOPS 64-95=GRP 2,
LOOPS 95-127=GRP 3, LOOPS 128-159=GRP 4

 

[teleplop]

If your not sure of the Music route....
Go to LD 21
At the REQ prompt type LTM
Cust 0
Keep pressing enter till it prints all trunk members out
Then look for the one labled TKTP MUS

Teleplop