How to configure Music on Hold
Note A Corporate license or higher is required.
In the following scenario we will show you how to setup Music On Hold and Music in the Queue.
A default configured UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.
First make sure you have at least one music file ready in the Audio files.
Next create a Playlist.
Next go to Settings and add
- OnHoldPlayList, this one is used when the Agent puts the Customer on Hold.
- QueuePlayList, this one is used when the Customer enters the queue (after the queue position message)
Note If the agent has music on hold active on the client, the UCC will not start the OnHoldPlayList