Interactions for Music-on-Hold

Last Updated : Jan 05, 2022 |

This section provides information about how the Music-on-Hold feature interacts with other features on the system. Use this information to ensure that you receive the maximum benefits of Music-on-Hold in any feature configuration.

Automatic Call Distribution (ACD)

If you administer Music-on-Hold to provide music, the system provides the music after the ACD split delayed announcement.

Data Privacy and Data Restriction

If a user or an attendant places a call that has either Data Privacy or Data Restriction activated on hold, the system withholds Music-on-Hold. The system withholds Music-on-Hold to prevent transmission of a musical tone that a connected data service might falsely interpret as a data transmission.

Hunting

If you administer Music-on-Hold to provide music, the system provides the music after the Direct Departmental Calling (DDC) group or the uniform call distribution (UCD) group delayed announcement.

If Music-on-Hold is not administered, then there will be no ring-back (a silence will be played) after delayed announcement is played (administered for non ACD hunt) and till an agent gets available. To avoid this silence, either Music-on-Hold should be administered or delayed announcement should be of type "integ-mus".

Note:

When you deactivate the 7.0.1 patch, the system runs on 7.0 system and sets the Live Stream Source feature to n. Therefore, you must install and activate the new 7.0.1 patch immediately to prevent the system processes from running on the 7.0 system. You must also set the value of the Live Stream Source feature to y.