Is there any way to set "hold" music per queue?

[chriselectrix]

Hi

I know how to set hold music/message on a queue, while the caller is waiting for their call to be answered.

However, how do I or can I set a hold message per queue for AFTER the call has been answered?

For example:-

Scenario 1:
> Call comes in to QueueA
> QueueA hold music and message plays
> AgentA answers

Scenario 2:
> Call comes in to QueueA
> QueueA hold music and message plays
> AgentA answers
> AgentA puts the caller on hold while checking something with a colleague or transferring to a colleague
> The QueueA hold music and message doesn't play - the one set in app/settings/music_on_hold/ plays instead.

For most uses I can see how this would be ok as you could upload the QueueA hold file here too.


However, for different queues we have different messages, so QueueB is in French, QueueC is in German.


In Scenario 1 for QueueB, I would want it to play QueueB hold music/message which is does.
But for Scenario 2 for QueueB, it plays the generic music from app/settings/music_on_hold/ - not queue specific.

Thanks

 

[cobaltit]

The system is working as intended. As you said, you know how to set music per queue. The problem is once the agent answers, the call is no longer in the queue but is just on hold for the extension which is why you hear the default music. The only immediate answer that comes to mind is instead of putting them on hold is to put them into a new queue with priority over the first one.

 

[ChrisC_3CX]

As @cobaltit said, there can only be one global MOH and that is what is used when calls are put on hold after they've already been answered, regardless of what Queue the came in through.

Just want to point out that using a Priority Call Queue to send them to instead of placing them on hold would indeed allow you to have them listen to a specified MOH but, picking up the same call would be trick.