Video On Hold Overview
The video on hold feature is for video contact centres where customers calling into the video contact centre are able to watch a specific video after initial consultation with the agent at the contact centre. In this case, the agent selects the video stream that is played to the customer while the customer is on hold.
The video on hold server is a media content server that can stream audio and video content when directed by Cisco Unified Communications Manager. The media content server is an external device that can store and stream audio and video content under Unified Communications Manager control using SIP as the signal protocol. The media content server is capable of providing hi-definition video content at 1080p, 720p, or lower resolutions such as 360p. Cisco MediaSense is used as the media content server.
In addition to the video contact centre, video on hold can be deployed within any enterprise if the deployment requires a generic video on hold capability. You can configure a Default Video Content Identifier for the video on hold server which identifies the video stream that is played to the user that is on hold.
In a Unified Contact Center with Customer Voice Portal (CVP) post-routed deployment, to get video on hold functionality, you must allocate video on hold resources in the SIP trunk that runs between Unified Communications Manager and CVP.