Hold music

[treboR]

Is there a way to substitute the silence between an agents and customer when the agent places them on hold? May you default it to Music somehow?

 

[Evolute IT]

MOH should play while on hold.

Check that the file is selected in Settings > Music on Hold. The file is called "onhold.wav".

By default, it is a music included in the PBX.

 

[treboR]

Thank you, I have this file, my question is when an agent places a call on hold can I play music from that level?

 

[Evolute IT]

Thank you, I have this file, my question is when an agent places a call on hold can I play music from that level?

Like I said, it should already do it. Please provider more information so we can help further.

 

[treboR]

OK, I fully understand about playing the "music on hold" when callers are holding in queue.
Once the call get passed from the queue to a live agent and the agent decides to place that call on hold, how"
if possible" can I play music on hold since it is no longer in an individual queue and on an agents extension.

 

[Evolute IT]

OK, I fully understand about playing the "music on hold" when callers are holding in queue.
Once the call get passed from the queue to a live agent and the agent decides to place that call on hold, how"
if possible" can I play music on hold since it is no longer in an individual queue and on an agents extension.

Because that's how placing a call on hold works. It plays music even if the callee is an agent and not a queue.

 

[ChrisC_3CX]

@treboR
Just to clarify, when a call is answered by an extension and then placed on hold again, regardless of whether it was originally a Queue Call, Ring Group Call, direct call, or any other type of call, the global MoH of the 3CX PBX will be played as configured under "Settings >> MoH".

That being said, are you saying that this is not playing, meaning that it affects all calls that are put on hold after being answered?

If not, what is happening exactly? Are you perhaps talking about what is heard by the agent when he/she puts a call on hold instead of the caller?