Music on Hold for STU

What does the console say when you try to play the sound?

Both of the sound files work. One is called "general", the other is called "support queue". When I make either one of them the default. it plays just fine.

The problem is that when I have the "general" file selected as the default, but in the queue section,
I have the "support queue" file selected for the MOH, it still just plays the default "general" file when my call gets dumped into the queue.

Even if I reverse it and make the "support queue" the default music on hold. and make the "general" file the queue music on hold, only the "support queue" is played when my call goes to the queue.

So it seems like there is something going on with the config that is only allowing the default music on hold file to be the only one that can be used.

We are going to be bringing up some queues in the next 10 days, I will report if my experience is the same.

It sounds like you are sending callers to the queue via an IVR instead of routing the call directly to the queue. If so, the IVR is setting the CHANNEL(musicclass) variable which overrides the queue's settings.

You can create a feature code that uses the tl-queue script to override the music on hold back to what you want for the queue.

Chris,

If the IVR time outs to the feature code will the system respect the queue's MOH choice?

-Matt

Hi Chris,

Thanks for the tip. It does look like that's what is happening, when I created a feature code to go straight to the queue, the correct music file is played.

However, I still have one problem. Out of the IVR, I was not going straight to the queue, but rather to a hunt list that points to the support queue. This is so i could allow for a way to let callers leave a VM, or continue to hold in the queue. I have that running in a loop where the no answer portion of the hunt list goes to a separate IVR that allows callers to press 1 to leave a VM, or continue to hold (which dumps them back to the hunt list going to the support queue)

So I really need to reach our support queue via the hunt list I have set up. So I'm still looking for a work around to get the correct music to play when hitting the queue via this path.

thanks,

Eric
Eric

Matt,
In this situation, the system is respecting the music on hold you set for the feature code, not the queue itself. The Do Not Override in this case would play default, not the queue's music. It would work the same whether the caller dials the # assigned to the feature code or the IVR times them out into it.

Eric,
In the huntlist, click Add Asterisk Command and move that option to the step before sending the caller to the queue. Put Set(CHANNEL(musicclass)=yourqueuemusic) as the command. If that button doesn't exist, you will need to upgrade your version of Thirdlane to get this to work.

I did try setting the IVR up to go to the hunt list via a feature code, to see if it would play the correct MOH for the queue, but that did not work. Still plays the default MOH.

So the feature code trick works great if you want to go direct to a queue, but I haven't found a good work around for when using the hunt list to point to the queue.

Eric

Matt, I take that back. It appears going through the feature code with Do Not Override option does allow the queue settings to take over. It does work when the IVR times out as well.

Hey Chris,

That works perfectly. I used the "add asterisk command" button in the Hunt list and set the music on hold to the queue music. I just tested it and it works no problem.

Thanks for all the help...very much appreciated.

Eric

Does
yourqueuemusic = Playlist name?

What does Musicclass mean?

Sorry for my ignorance.

Yes yourqueuemusic is the Playlist name. musicclass is an argument for the CHANNEL function.

>core show function CHANNEL