Music on Hold on ACDs

[Shivrohi]

Hello Everyone

Thanks all in advance !!

Can someone please guide me how to change the Music on Hold for an ACD ?

The ACD is hitting various applications (Auto Attendants). How and where to change the Music on Hold Scripting and Prompts ?


Regards

Rohit Khajuria

 

[KCFLHRC]

Pretty sure the music is going to be defined in a music route with music trunks associated with it. What do you mean "change the music" ??

 

[Firebird Scrambler]

Are you using an external Music On Hold player?. Do you have Call Pilot or any ACD application?.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website =

http://somertel.net

linkedin

 

[Shivrohi]

@Firebird Scrambler - We are using Call Pilot Manager in our environment.

 

[Firebird Scrambler]

I would do LTM in LD 21 to find out which route belongs to your Music and then look to see how it is connected.

A few years ago, Nortel used a Miran card for its Music and RAN connections. It think it was replaced with another card for newer systems.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website =

http://somertel.net

linkedin

 

[bignose21]

The replacement for MIRAN was Media Server, we still have MIRAN's. The music on hold can be defined on the RDB like Firebird says, or on the ACD (music will only play if a FRRT is played) no RAN then the music defined in the ACD doesn't play. For figuring out where it comes from you need to tells us the call flow eg.

comes in RDB 1 goes to CP application some IVR then route to ACD xxxx for example. If like that then the music could be against the ACD or RDB, provide prints of the RDB and ACD in question if you are not sure.