On hold music/info message

[Simons]

Afternoon,

I'm a bit stuck with this issue.

When user A puts a customer on hold they hear music. When user B puts a customer on hold they hear an information message. They both have the same tenant number. They are both ACD agents in different skill groups.

How do i change the information message as i have no idea where to find it!

We have a Mitel 3300 version 6.0 PR1

Thanks
Simon

[x-man]

User B must use a RAD as a hold setting...no idea how you do it but it will be an ACD setting. Look at ACD settings for interflows may give you a clue?

[sarond]

Check the ACD Paths and compare the music on hold for them.
I assume calls have come in via different paths?

[Simons]

Hi guys

Sorry for the delayed reply, been very busy here.

The ACD path for user B now has the following settings..

Audio Settings
    Audio Source - Embedded
    Recording 1: Embedded Music Source 5 - 91.wav

However this is still playing the old information message. Have i changed the right thing?

I also called another user internally yesterday and got the same info message which i obviously need to change. Where would the setting be for the user?

Thanks
Simon

Cheers
Simon

[sarond]

Have a look at the 'Embedded Media Sources' form and the 'Tenants' form for a start.

[Simons]

Ok i've found where the message is and changed it (It was audio source ID 0). However i don't understand how users hear that message based on that particular person they are calling via the ACD path. The ACD path has no specific settings or interflows etc and the user has tenant No. 1 assigned to them which has audio source No. 2 on it!

Just would like to know for future that's all.

Thanks
Simon

[sunspark]

What is the version of Mcd ?

[Simons]

It's Release Level 6.0 PR1
Active Software Load: 12.0.0.52
Inactive Software Load: 10.1.2.16

[sunspark]

Maybe user A and B dont have the same COS ,  -( local music )