MoH is not working on ACD

[mitelbr]

Hi everybody.

Our client had a site on its MXE II controlling the entire system with ACD and MoH working.
Recently we changed to a more robust architecture with three 3300 in cluster: two MXE Server running as Call Control and former MXE II as a Media Gateway.
From this change, the MoH has stopped working with the ACD.
The audio source into the ACD Path is set to Embedded and still is not working.
We tried to allocate a voicemail port, but it is said that "The RAD directory number for a station must be for a station (non-mixed) or RAD hunt group."
The voicemail is in Media Gateway that has all the licenses for voicemail.
The ICPs are Call Control, do not have licenses for voicemail networking, but only advanced voicemail.
We do not know what might be causing this problem, and the client asked that we solve this today, because it is generating complaints from users served by the ACD service.
We hope you could help us with this problem because it is extremely urgent and is causing much complaint.
Thanks a lot.

 

[kwbMitel]

What to RAD's and Voicemail have to do with MOH?

What do you mean by MOH (Music on Hold)

I'm thinking you might actally be talking about Recorded Announcement Messages (thank-you for calling...)

Please clarify.

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What's most important is that you realise ... There is no spoon.

 

[kwbMitel]

Assuming you actually mean MOH.

What do you have set in the COS for the ACD sets regarding:

Local Music on Hold Source

Select "Yes" to ensure that callers who are put on hold or parked hear the Music On Hold source from the same system that activated the Hold or park service. This is especially useful for different locations or departments within a DPNSS network that want callers on hold or park to hear information pertaining to their specific desired end-point.


**********************************************
What's most important is that you realise ... There is no spoon.

 

[mitelbr]

Both "Local Music on Hold" and "Music on Hold on Transfer" are enabled on the COS for extensions ACD.
Even so, the MoH is still not working, when using only the Audio Source activated as Embedded in the ACD Path.
With the Audio Source chosen to None, the MoH does not work.
But if we put a VM port as RAD in the Directory Number, the music associated with the port (VM RAD Greetings) starts to play, and when it ends, the System MoH starts playing.
But we could only make it to the Media Gateway that has Voicemail active with all licenses.
The question: is there was a way to successfully activate the System MoH, so we need not make this change (put ACD in the Media Gateway)?

 

[kwbMitel]

Keep in mind that the trunks are not local to the controller running the ACD.

Local Music on hold might need to be turned off on the trunks COS so that it hears MOH from the gateway system.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[DoubleUT]

In a User - Gateway configuration it is best practice to have the ACD path's on the Gateway and the ACD agants on the User controller.
MoH for calls to the ACD envoirment are handled on the gateway and not on the User controller. Hope this will help.