How to configure Music on Hold
Note Corporate license or higher.
In the following scenario we will show you how to setup Music On Hold and Music in the Queue.
A default configured UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.
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
Did you find this page helpful?
Sorry about that
Why wasn't this helpful? (check all that apply)
Thank you for your feedback.
Want to tell us more?
Email your feedback to our documentation team.
Thanks for taking the time to give us some feedback.