Update 10 lets departments and tenants use their own Music on Hold for parked calls.
3CX V20 Update 10 now includes department-specific Music on Hold. When a parking slot belongs to a Department with its own Music on Hold, callers now hear that Department’s audio while parked.
This gives individual teams and tenants more control over the parked-call experience, while the existing system-wide Music on Hold remains available as the fallback. Read on to see how Department Music on Hold works with Shared Parking and Multi-Company deployments.
Department-Level Music for Shared Parking
Previously, every caller placed in Shared Parking heard the system-wide Music on Hold for parked calls. That worked well as a common default, but it did not reflect the needs of individual departments or tenants.
With Update 10, the audio can now follow the Department that owns the Shared Parking slot. When a Shared Parking slot belongs to a Department with its own Music on Hold, that Department’s audio is played to the parked caller. Importantly, the Music on Hold follows the parking slot, rather than the extension that placed the call into parking. This gives teams such as Sales, Support or other Departments the option to use audio that better matches caller experience.
Use Department Music in Multi-Company Mode
The same behavior applies in normal and Multi-Company mode.
In a multi-company deployment, each tenant keeps its Shared Parking slots in its tenant Department and uses that Department's Music on Hold, helping keep the caller experience distinct across companies on the same system.
Keep System-Wide Music as the Fallback
The existing system-wide configuration continues to provide the fallback. Shared Parking slots without a Department assignment, or slots assigned to a Department using the system default, play the Music on Hold for parked calls configured under:
- System > Call Parking
Where a Shared Parking slot is assigned to multiple Departments, the first Department assignment determines which Music on Hold is played.
This gives Departments and tenants more flexibility over parked-call audio while keeping the existing system-wide configuration available for organisations that prefer one common track.
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