ACCS 7.0: Music on Hold- two streams playing for ACCS calls on hold.

Doc ID		SOLN300720
Version:		2.0
Status:		Published
Published date:		04 Aug 2022
Created Date:		30 Nov 2016

Author:

welton

Details

When agents place callers on hold, the callers hear two music streams, one from the ACCS OD scripting Event handlers and on from the IP Office.

Problem Clarification

By default Music on Hold is supported via the IP Office, please review the Avaya Contact Center Select Solution Description guide, Avaya Contact Center Select supported features:

Feature: Music On Hold, Supported: Yes, Provider: IP Office

If Music on Hold is being supported by event Handler in the OD scripts then the Music on Hold must be disabled on the IP Office. Please note disabling this in the IP Office will result in only callers within ACCS will received Music On Hold, callers outside of ACCS will not receive the feature.

To disable Music On Hold in IP Office:

Remove HoldMusic.wav here:
In IPO Manager / File / Advanced / Embedded File management
Disk – system – primary
Filename: HoldMusic.wav

Cause

Design Intent

Solution

Two options:

1. Use Music on Hold provided by IPO- will provide MOH to all callers system wide- both ACCS callers and IPO callers

2. Use Music On hold using Event Handlers and disable the IP Office Music on Hold.- will provide MOH to ACCS callers only.

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