[cisco-voip] UCCX Hold Music

Wed Apr 7 14:50:04 EDT 2021

That wouldn’t matter in this scenario but appreciate the info!

Matthew Loraditch
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com | e: MLoraditch at heliontechnologies.com
From: DJ Lundberg <dj at netguys.net>
Sent: Wednesday, April 7, 2021 2:48 PM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com>; Brian V <bvanbens at gmail.com>
Cc: cisco-voip at puck.nether.net; DJ Lundberg <dj at netguys.net>
Subject: RE: [cisco-voip] UCCX Hold Music

[EXTERNAL]

One word of caution using a play prompt step for the hold music:  This allows the caller to press the # key and skip the remaining portion of the prompt.

It’s not a huge deal, but something to be aware of if you previously would have used the delay step to control how long the caller is waiting before offering them an alternative to holding.  E.g. leave a voicemail, receive a callback, etc.

You might get some supervisors asking why a caller was only in queue for 2 minutes before transferring to voicemail when they are expected to hold for 5.

DJ

From: cisco-voip <cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>> On Behalf Of Matthew Loraditch
Sent: Monday, April 5, 2021 2:31 PM
To: Brian V <bvanbens at gmail.com<mailto:bvanbens at gmail.com>>
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] UCCX Hold Music

Didn’t think about that, so I could just play the new MOH as a prompt, As long as it’s interruptible the call will still transfer to the agent while playing if one becomes available?

Matthew Loraditch
Sr. Network Engineer
p: 443.541.1518<tel:443.541.1518>
w: www.heliontechnologies.com<http://www.heliontechnologies.com/>
 |
e: MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>
[Helion Technologies]<http://www.heliontechnologies.com/>
[Facebook]<https://facebook.com/heliontech>
[Twitter]<https://twitter.com/heliontech>
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From: Brian V <bvanbens at gmail.com<mailto:bvanbens at gmail.com>>
Sent: Monday, April 5, 2021 3:25 PM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>>
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] UCCX Hold Music

[EXTERNAL]

Depends if you want your MoH to come from putting the call on hold (script step Call Hold) or via Play Prompt
with the Call Hold Step, the internal leg is actually torn down from UCCX and moved to CUCM's media streaming service.   MoH comes from the CTI ports and you'd need different port groups per app to get different messaging .

The other option is in the script, use the Play Prompt step to play the messaging from UCCX.  In this case the call is never put on Hold from a CUCM point of view and the media stays with UCCX.  I think the step you can look at is a Cascading Prompt (someone jump in if I have this wrong) and in that step  you can provide various static wav files and it will stitch them together for you in a linear or random fashion.  One of the main drawbacks of this method is your "hold time" between announcements is determined by the length of your .wav file.  Make sure you set the play prompt to be "interruptible" so the first available avent pulls the call.

On Mon, Apr 5, 2021 at 2:19 PM Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:
Am I thinking about this right?

MOH for UCCX comes from the CTI ports.

If a customer wants different MOH per different queues they will need separate CCGs for each queue?

If I do it that way I have to capacity plan per queue vs overall system or application capacity?

For an agent based install, can I mix and match IVR port licenses? I don’t believe so, and certainly not on a smart install on flex based on what I can see.

They have intermittent announcements right now, which is what I usually do for folks, I’m thinking this would be a nightmare.

Matthew Loraditch
Sr. Network Engineer
p: 443.541.1518<tel:443.541.1518>
w: www.heliontechnologies.com<http://www.heliontechnologies.com/>
 |
e: MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>
[Helion Technologies]<http://www.heliontechnologies.com/>
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