Music on Hold

[eastcoast10]

We are running an option 61C with Symposium. It so happens that we only use one music route but there is a desire to change that and start to use multiple sources.

Reviewing this whole issue there are a number of different places where music on hold can be applied. There can be overlaps and I am not sure what source applies in each scenario, which music source might over-ride another.

So in Review:
Music in the Customer Data Block in Load 15: If this has been optioned, an extension to extension caller gets the music source designated in load 15
Inbound external call to an extension: the call transits over a trunk. The caller if put on hold gets the music source designated in the trunk.

Here is where it starts to get unclear
Inbound external calls to an agent.
We are using symposium. The agents sets are configured with ACD queues but realistically calls route to an agent based on their skillsets.
The ACD Queue defines a music source. In the Symposium scripts music is applied with the GIVE MUSIC command, and of course the external caller phones in on a trunk which designates its own music source.
So in this scenario where does the music come from:
as designated by the ACD queue
as designated by the Trunk
as designated by the Symposium call script?

I am assuming but not certain that something like the following occurs:
As long as the caller is in queue and being controlled by the Symposium script they get the music source designated by the GIVE MUSIC command in the symposium script.
When the call drops to the agent Symposium steps out of the picture and if the agent then places the caller on hold another music source is used. At this point the call most resembles an external-to-extension call, the queuing features are no longer in use so I would assume if the agent puts the caller on hold they get the music source designated by the trunk.

But I am not sure on all this and haven't come across any documentation that clarifies this point.

I would appreciate the help.

 

[MossEng]

Yes your right, while the call is queueing at a CDN under control of Symposium, the Music comes from the source defined by the Give Music command in the script. Once the call is answered by the Agent, then if placed on hold, the caller hears music as defined by the external route. The only time the Music defined by the CDN would be heard, would be in the event of a Symposium failure to control the call. And the only time you would hear the music defined in the ACD queue is if the queue was called directly.

 

[cherylhelm]

A late addition to the above thread - in Symposium / CCM or Orchestration Designer - all releases of Symposium, when a call is controlled via AACC (Symposium), besides defining / assigning the music route that will be heard while callers are in queue, one can also script for what music route will be heard when that call is put on hold by an agent. This will override the music source that is provided on the route the call came in on if one had been defined.
THe command line is
EVENT HANDLER
EVENT CALL ON HOLD: GIVE MUSIC X
END HANDLER
Go to the NTP, which may or may not have been uploaded to your CCMA, and read where this line in code must be defined...a little research is good also. You can also use the online help available in Orchestration Designer.
on correction to the comment above. It AACC (Symposium) were to fail and the music the caller would hear would be the rans and music defined in the CDN and not the rans and music of the DFDN ACD queue. If no music or rans were defined in the CDN, and the caller was queueing to the DFDN ACD queue, the caller would only hear ringing. What is programmed in the ACD queue does not matter,