Capabilities
Hold and Resume
Agents use Hold to suspend a call temporarily. If Music on Hold resources are available, the caller hears music while on hold. Otherwise, the caller hears a tone.
Multicast Music-on-Hold
As an alternative to the unicast Music-on-Hold (MOH), you can multicast MOH with supplementary services on Unified CM. You have these options when deploying MOH with this feature:
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With Unified CM multicasting the packets on the local LAN
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With the branch gateway multicasting on their local LAN
Use branch gateway multicasting when you have configured survivable remote site telephony (SRST) on the gateway. This method enables the deployment to use MOH locally and avoid MOH streaming over the WAN link.
Note |
For information about configuring MOH on the Call Manager Enterprise (CME), see https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/admin/configuration/manual/cmeadm/cmemoh.html#wpmkr1022205. |
Music on Hold with Mobile Agent
You can use Music on Hold (MoH) for mobile agents just as you do for traditional agents. To let callers hear music, assign MoH resources to the Ingress Voice Gateway. Specify the user or network audio source on the local CTI port configuration. To let the agent hear music when on hold, assign MoH resources to the Egress Voice Gateway. Specify the user or network audio source on the remote CTI port configuration.
Note |
Always assign the MoH resources to the gateways. Do not assign MoH resources to local and remote CTI ports. It is unnecessary and can have a performance impact on the system. |
A Mobile Agent remote call over a nailed connection is put on hold when there is no active call to the agent. In general, enable MoH to the mobile agent phone for nailed connection calls. If MoH resources are an issue, consider multicast MoH services.
For a nailed connection, disabling MoH for the remote phone might lead to the hold tone playing instead. This depends on the call processing agent that controls the remote phone. For Unified CM, the hold tone is enabled by default and is similar to the Mobile Agent connect tone. With the Unified CM hold tone enabled, it is difficult for the agent to identify if a call has arrived by listening for the Mobile Agent connect tone. Therefore, disable the hold tone for Unified CM by changing the setting of the Tone on Hold Timer service parameter on Unified CM.
For additional information about MoH design, see the Cisco Collaboration System Solution Reference Network Designs.