Scripting issue, not playing music

[nconick]

I have the following script. While waiting, the callers don't hear music, it just loops the recording.....any help would be greatly appreciated.

IF TRANSFERRED OR CONFERENCED THEN
GIVE RINGBACK
WAIT 2
END IF

IF NOT OUT OF SERVICE NDS THEN
QUEUE TO SKILLSET NDS WITH PRIORITY 2
WAIT 2
ELSE ROUTE CALL 6988 /*mailbox*/
END IF

GIVE IVR INTERRUPTIBLE 7011 WITH TREATMENT 1080

GIVE MUSIC 40
WAIT 60

SECTION LOOP

IF NOT QUEUED THEN
IF NOT OUT OF SERVICE NDS THEN
QUEUE TO SKILLSET NDS WITH PRIORITY 2
WAIT 10
END IF
END IF

/*WAIT 60*/

GIVE IVR INTERRUPTIBLE 7011 WITH TREATMENT 1080

GIVE MUSIC 40
WAIT 40

EXECUTE LOOP

 

[effort1584]

Is this music source (40) working in other scripts? Is it working at the source? Is the source configured in the contact center?

The command itself and location of the command are fine. So you have to look backward in the connection path as I described above.

 

[nconick]

I believe it is working in other scripts, but I haven't actually tested that. That will be my next step today. Thank you effort1584 for your input. I appreciate it.

 

[nconick]

The MoH wasn't working, however it is now. But, my script isn't playing it. We found out that the customer stopped using the MoH device that I had pointed my script too, music route 40. They are now using an IP device to play the MoH. Not sure if the AACC is compatible with an IP device, or if there is scripting that can be put in place to accommodate it....? Please advise. Thank you.

 

[yyrkroon]

So what's the new route number? Regardless of the source, if it's connected to the PBX to provide MoH for phones, there has to be route built on the PBX. Find out what this route is and replace your route 40 with this new one.

 

[nconick]

It actually works in other scripts with route 40. I just tested it. I think I have the scripting wrong with reference to the "location" of the GIVE MUSIC 40 statement...........? Thanks.

 

[yyrkroon]

easy enough to test...put the give music/wait 20 just before your route call...if you get music before route call takes over, then you know where the problem is.

 

[nconick]

I'll give it a try thanks.