Music On hold on ACD grp

[apacheMD]

Hello !!

We have a GSM customer with MD110 BC9 with 7 LIM system. They also have a 20 agent ACD with RVA programmed for Welcome, Queue and repeat Queue.

The problem is : When callers are landing from external via E1R2 lines ( MD to GSM/MSC links ) to any ACD group and if there is queue in the group, then we get the welcome message, the queue message and also the repeat queue messages. But we are not getting any Music on hold between these messages. There is a silent during this periods when the messages are played. This has led to the fact that customers are treating the blanks as disconnected calls and hence we are getting high abandoned and blank calls in the ACD/MIS.

During an internal call from an extension to the ACD group we are getting the music as well as all the messages. The problems seems to be with only the external calls over E1 R2.

My settings are -

SERV=1210
SEL=11005
QUEUE=10751005

ASPAP
116-63
139-0
140-0
141-0
161-3
168-30

Any suggestions !!!!!!!!!

thanxxxxx....

 

[lalrl]

every caller gets the music from its own lim, not from the lim the ACD-Group is programmed in. My idea is, that music works internally, because your test-phone is in a lim, where music is connected correctly. But the external lines are maybe in a Lim, where music is not connected correctly. Did you test all Lims for playing music?

regards

lalrl

 

[soaplover]

i agree. You must have a music source connected to TMU/TSU-T in every lim that have incoming trunks .

//soaplover

 

[apacheMD]

thanks.... actually that was the problem. Its working now with source in all lims.