Music on Hold instead of ringing?

[vegomatic]

Please forgive if this is a dumb question, but I'm kind of famous for them...

We are using CCM and Unity 8.6.2. Currently, when an external customer calls in and makes a selection from our auto attendant, they hear ringing until the called party picks up. Is there a way to have the customer hear music on hold instead of ringing?

I understand you can do that with CCX, but we don't use that.

TIA for any help!

veg

 

[whykap]

It's a direct transfer from unity so you will hear ringback as a caller.
You will need to change the call transfer in unity to supervised for moh.
Be aware that every transfer will use two unity ports until the call is answered.

 

[ccmjgb]

The CUE ATT CON (Attnedant Console) does exactly what you are intending to do. However the Attendant Console is no longer integrated on the CUCM 8.X as it was in older CM so you'll need to consider a purchase. When calls land on the queue, you can select whether the callers should hear MOH or direct landing onto avaiable operator.

whykap - can the Unity play a .wav MOH file on the CUCM when transferring the call or will the .wav file need to be added to the Unity? Can you please explain this a little further?

Thank you,

ccmjgb
- Psalm 144:3

 

[MitelInMyBlood]

In using supervised transfers with Unity/Unity Connection you want to be sure to extend the default number of rings to wait for answer. Also w/supervised XFR the VM will pull the call back if the answering party does not answer (rather than the call going into their voice mail). We also discovered that "3 rings" in UCXN is not really 3 rings, more like barely 2. Ergo if we really want to wait for at least 3 full rings we'll generally set it to wait for 5, realizing that this is not a ring counter, but rather a timer.

Original MUG/NAMU Charter Member

 

[ccmjgb]

thank you for the detail, however i can't find any menu option from the Unity Connection launch pad that refers to MOH or Music on hold... The supervised transfer information is helpful, but how can you set-up the MOH file that will be played when the transfer is initiated?

Thank you again!

ccmjgb
- Isaiah 45:22-24

 

[MitelInMyBlood]

I don't know that you can choose specific MOH for Unity Cxn transfers. Likely this would be dependent on settings upstream on the CUCM. If you're needing something application specific, such as "hype on hold" I think that feature is available on UCCX (Contact Center).

I have the approx. 600-page CUCXN (excellent IMO) aftermarket documentation written by David Schulz (Cisco Press 2012) and in scouring the Index I see no mention there of any MOH options during unsupervised or supervised transfer. Thinking back to my Octel Overture days I don't recall being able to do it there either, though it was an option in the ACD (contact center) package on our old PBX so I'd speculate that's where you'll find it.

Original MUG/NAMU Charter Member

 

[whykap]

All music on hold is controlled on the phone system (cucm) and not unity. The MOH stream is controlled/assigned by the common device profile configuration which gets assigned to the device, in your case the voice mail ports

 

[ccmjgb]

here is a Cisco document that discusses the ability to modify Cisco Unity integrated MOH .wav files:

http://www.cisco.com/en/US/docs/voi...istration/guide/ex/5xcusag110e.html#wp1048660

please refer to the very last portion of the document. What i gather is that there are 10 .wav files built in the Unity and these can be replaced with custom .wav files with the condition that all 10 get replaced in order to continue functionality... it provides the directory where the default files are located...

Does any one know how to get to this directory in order to replace the MOH files? Which portal is used to navigate to this directoy?

Thank you!

ccmjgb
- Psalm 144:3

 

[MitelInMyBlood]

Are you talking about "Unity" or "Unity Connection"? There are several differences between them.

Original MUG/NAMU Charter Member

 

[ccmjgb]

Unity Connection 8.x