MOH not releasing 1

[Stinney]

CM 8, using val boards for announcement for MOH, announcement in music source.

Has anyone seen this issue.

Call routes to queue, agent answers, talks to caller, transfers caller to another VDN, call goes to queue, caller hears MOH while waiting, agent answers call in queue, caller can hear agent but still hears MOH agent does not hear MOH.

Agent can remove MOH from caller's side by putting call on hold and coming back to call.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Sean655]

Never heard of that, sounds like a bug. Does this happen only with one VDN or hunt group?

I don't know if Avaya will create a hotfix/patch for this since CM 8 is out of software support; if that's the case then I would try duplicating the announcement with a different announcement number and use that instead to see if the issue follows.

 

[Stinney]

This wound up being an issue with the AMS not being able to keep up with the speed of a custom CTI app we use in house with our agents. The transfers the agents were doing through the app were faster than the AMS could manage and it wasn't processing all the messaging needed to stop the music on hold after the call was transferred. The engineers that manage the CTI app added a 200ms pause in the transfer process and that resolved the issue.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius