This document explains how to play Cisco CallManager Music On Hold
(MOH) for Cisco Interactive Call Distribution (ICD) callers that are waiting in
the queue. When a caller is placed in the ICD queue, this caller hears the
standard prompt that all agents are assisting other callers, followed by
silence. In order to play MOH from Cisco CallManager while callers wait in the
queue, complete the steps defined in this document.
Note: This feature is not available for Cisco Customer Response
Applications (CRA) versions earlier than 3.0.
Ensure that you meet these requirements before you attempt this
The information in this document is based on these software and
Cisco CallManager 3.2.2c or later
Cisco CRS version 3.0.1 or later
ICD Enhanced package that includes Cisco CRA
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
In this section, you are presented with information on how to access
the CRA editor and check the default ICD script (icd.aef). Before you attempt
this configuration, be sure that you have CRS 3.0 installed and working, you
have ICD configured and working, and you have MOH configured and working in
Complete these steps:
Choose Start > Programs > Cisco CRA Administrator
> Cisco CRA editor in order to open the CRA editor.
In the editor application, choose File >
Browse to the script icd.aef, which can be found
in the path C:\ProgramFiles\Cisco\wfavvid\.
Open the icd.aef script.
In the ICD script window, go to the Select Resource
Expand the Queued folder. These steps
Delay DelayWhileQueued sec
This window appears as shown:
Complete these steps in order to add MOH steps to the
In the left hand panel, open the Call Contact
Drag and drop the step Call Hold into the script
after the Play Prompt step. This step puts the caller on hold and plays MOH
from Cisco CallManager.
Drag and drop the step Call Unhold from the
left-hand panel into the script after the step Delay DelayWhileQueued sec in
order to take the caller off hold and send the caller to an agent when one is
The steps appear as this figure shows:
Save and close the file.
Note: Every time you upgrade the CRS, the ICD.aef script is replaced
with the original script. Therefore, it is recommended that you save this file
under a different name (such as icd-moh.aef) so that the original icd.aef file
is not modified and your script is not replaced during an upgrade.
Note: Be aware of Cisco bug ID
(registered customers only)
(editing a script and saving it causes
script corruption) which is fixed in CRS version 3.0(2).
Open AppAdmin and go to Script > Manage
Click Add a script on the top right-hand corner
and type the name of the new script you just added.
Refresh the new script and assign it to your ICD application to
Complete these steps in order to verify that the new MOH configuration
Call the ICD route point when there are no agents logged in to take
the call. You should be put on hold in queue.
Listen for MOH. If the configuration is functioning properly, hold
music is audible while you wait in the hold queue.
There is currently no specific troubleshooting information available
for this configuration.