Hi guys,
If a call comes into an ACD path and no agent is available (Queue callers to group when no local agents are logged in and present) it should play Hold music. Currently, it is playing Embedded 1 (Music). However, once an agent becomes available (begins ringing the agents DN) the MOH changes to use 0. If the agent doesn't answer in time it continues using MOH 0.
I need to figure out a way for the MOH source to be constant so that I can actually have a scenario where:
* Music whilst queued in ACD Path
* Ringing when agent becomes available and is ringing agent DN (to show the customer that an agent is about to be connected)
* If the agent doesn't answer in time and the customer goes back to being queued it starts playing music again.
In an ideal world once the ACD agent is ringing it should produce ringback to the customer without having to use any form of MOH (Like it does when an extension gets a DID call) Why is when a call is offered to an available agent in an ACD path it is changing the MOH source to 0?
Even in a scenario where this may not work, I need a consistent way to play one single MOH source the whole time as currently when the MOH source switches from 1 to 0 it is complete silence (unless I either upload hold music or a ringing wav file to MOH source 0.
The downside to this is once the call is presented to the agent and the MOH source changes to 0 it continues playing hold music but starts at a different point in the file or if I upload a ringing wav it will just carry on playing ringing.
Hope this makes sense. Basically, in summary, I want Mitel to stop changing the MOH source to 0 once an ACD call is presented to an agent. It should provide ringing the same as when an extensions DID is called.