Music On Hold for different Ring Groups

[[email protected]]

Hey,

I have a situation where two companies are merging and there is a requirement to call each others extension, page each other, etc. I have both companies on a 3CX install now and all is working well. Except Music On Hold. The main company in Canada who's 3CX we are using has a custom on hold wav file with someone talking about the products of the Canadian Company. However the other Company/Division is in a different geography different accents and products. I need a way to use a personalized MOH for this ring group. I have found a few articles about but many are on much older versions of 3CX and I have not yet found a solution. Any assistance would be greatly appreciated.

Carl

 

[Evolute IT]

In "Settings -> Music on Hold" you have a Playlists tab. There, you can create playlists containing only the WAV files you want.

Once saved, these playlists will show up in the Music on hold selection dropdown. That's an easy way to separate them.

In your case, FYI, I would use a call queue as it offers more stats and management than a ring group while still offering the same base function.

 

[YiannisH_3CX]

You can set up each company with a different DID and forward each DID to a Digital receptionist or separate queues where you can select different music on hold files.

 

[Evolute IT]

You can set up each company with a different DID and forward each DID to a Digital receptionist or separate queues where you can select different music on hold files.

Exactly what I said.

 

[soundwavz]

I don't see where there is an option to select MOH in a Digital Receptionist settings

 

[Evolute IT]

I don't see where there is an option to select MOH in a Digital Receptionist settings

There is no MOH in IVRs. These are used for routing users only. You will forward a user to a call queue for example, then the Queue will have a specific MOH playlist configured.

Note that Ring groups don't have the MOH option either. The user ears the ringback tone while members are ringing.

 

[soundwavz]

I see that, however in this post and others in the Forum 3CX Staff mention the ability to add it to an IVR

You can set up each company with a different DID and forward each DID to a Digital receptionist or separate queues where you can select different music on hold files.

 

[pact]

Hi @[email protected] ,

3CX is able to have different Queue Music/Prompts, so as @YiannisH_3CX stated you create different DID's and Queues for the different companies.

However, 3CX is unable to (at this stage, the 'idea' is already submitted to 3CX) have different Hold/Park music within the same system. So both companies will have to use the same Hold/Park music as each other. (You can create a playlist, but this limitation still applies).

So at this stage the best practice is to have different Queue music, but once the user has been collected and then put back on hold use the generic 3CX music until 3CX possibly enable the feature at some stage.