Explore Cisco
How to Buy

Have an account?

  •   Personalized content
  •   Your products and support

Need an account?

Create an account

Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile Release 11.5(1)

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

Book Contents
Find Matches in This Book
Available Languages
Download Options

Book Title

Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile Release 11.5(1)

Chapter Title

Video on Hold

Results

Updated:
December 19, 2016

Chapter: Video on Hold

Video on Hold

Video on Hold

After you configure the Cisco MediaSense server, Video on Hold is available. After you configure Video on Hold, videos are played to callers when an agent places them on hold.

Video on Hold Prerequisites

You must install and configure MediaSense before you can configure Video on Hold. For information about installing and configuring MediaSense, see the Cisco MediaSense User Guide at http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​mediasense/​products-user-guide-list.html .

Video on Hold Restrictions

In a Unified CCX deployment, Video on Hold is available only with Enhanced or Premium license packages.

Video on Hold Configuration Sequence

To configure Video on Hold, perform the following tasks:

Sequence

Task

Notes
Configure Cisco MediaSense

1

Add the Video Files to the Media Resource Group List

 
Configure Cisco Unified Communications Manager

2

Configure Unified CM for Video on Hold

 
Configure the Unified CCX Routing Script

3

Configure the Unified CCX Routing Script for Video on Hold

This step applies only to Remote Expert Mobile deployments with Unified CCX.

Configure MediaSense for Video on Hold

Add the Video Files to the Media Resource Group List

You must add the video files that you want to be available for Video on Hold to the Media Resource Group List (MRGL) in Cisco MediaSense.

Procedure
    Step 1   Log in to MediaSense as an Administrator user.
    Step 2   Click Administration > Media File Management.
    Step 3   Click Add.
    Step 4   Enter the Title, Description, and File.
    Step 5   Click Save.
    Step 6   Click Administration > Incoming Call Configuration.
    Step 7   Click Add.
    Step 8   Enter the Address and Action, and then choose your recently added media file.
    Step 9   Click Save.
    Step 10   Log in to Unified Communications Manager to apply this MRGL to the Device Pool of the client-side video endpoints.

    Configure Unified CM for Video on Hold

    After you add your new media file to MediaSense, follow these instructions to add a SIP trunk to the MediaSense server and add the Video on Hold server to the Media Resource Group List.


    Note

    In video conference use cases, the video conference bridge is a call leg on Cisco Unified Border Element. Ensure that you select the added Media Resource Group List (MRGL) on the SIP trunk to Cisco Unified Border Element.

    Procedure
      Step 1   Log in as an Administrator user.
      Step 2   Click Device > Trunk.
      Step 3   Click Add New.
      Step 4   Click Trunk Type > SIP Trunk.
      Step 5   Click Next.
      Step 6   Enter the Device Name, Description, Device Pool, and Destination Address for the MediaSense server.
      Step 7   Click Save.
      Step 8   Click Media Resources > Video On Hold Server.
      Step 9   Click Add New.
      Step 10   Enter the Name, Description, Default Video Content Identifier (Address from previous section) and recently added SIP Trunk to the MediaSense server.

      Alternatively, configure a call studio script to prompt the caller for a list of videos, and play the video matching the number the user selected.

      Step 11   Click Save.
      Step 12   Click Device > Trunk and select the trunk.
      Step 13   Click Reset.
      Step 14   Click Media Resources > Media Resource Group (MRG).
      Step 15   Click Add New.
      Step 16   Enter the Name and Description, and then move the new Video on Hold server to Selected Media Resources.
      Step 17   Click Save.
      Step 18   Click Media Resources > Media Resource Group List (MRGL).
      Step 19   Click Find and then select an existing MRGL.
      Step 20   Add the new MRG to the MRGL above the Music on Hold entry (for priority).

      Configure the Unified CCX Routing Script for Video on Hold

      In the Unified CCX Script Editor, configure the icd.aef script for Video on Hold.

      For more information, see Unified Contact Center Express, Getting Started with Scripts at http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-express/​products-programming-reference-guides-list.html.

      Procedure
        Step 1   In the Select Resource Step > Queued output branch, add a Call Hold step to place the call on hold.
        Step 2   Save the script.

        Example Script

        Was this Document Helpful?

        FeedbackFeedback

        Contact Cisco