Alcatel Unleashed

I have just installed a oxo cc rel 6.1 and have the calls routing fine to the various groups.

Each group has there own welcome message, and a waiting message one if all agents are busy.

But if all the agents are busy or the callers have to wait for a free agent no music is played only silence before the calls are routed. The customer has there own music on hold and this works fine on normal calls. Is guess if i put a wav file into waiting message two this would replace give me music on hold but i would prefer to use the customers external MOH.

Any help ?

The MOH for the acd is the file in the acd setup all you can do is replicate the customers standard MOH in the correct format

Like i said in the intial post, there is no MOH while calls are waiting to be routed.

Also if i converted the customers MOH where would i import them into ?

The MOH for the ACD is "Waiting Guide 2"

From the manual

Waiting 2 is used after Waiting 1 or Estimated Waiting Time; it is broadcast
continuously until the call leaves the queue (this announcement may contain music).

The customers music can be converted, but must be 8k, 8bit, mono

Attached is the V5 Announcement pdf, I believe it is still relevant. I think this should be ok to post if not then I'm sure one of the moderators will inform me.

Cheers for that, i discovered waiting2 was the MOH shame i could not use the customers MOH via the AFU.

Thanks again