Switchvox - Why are the default Music on Hold files still playing?
Why are the default music on hold (MoH) files still playing when a caller is placed on hold?
There are three different places within the Switchvox where MoH files to play are set. These comprise of:
Default MoH: Played when a user extension places a caller on hold. This is a global setting which means the same MoH files have to play for all user extensions placing a caller on hold.
Call Queue MoH: Played only while a caller is waiting unanswered in the queue. This can be set on a per queue basis.
Parking Lot MoH: Played only when a call has been parked. This can be set on a per parking lot basis.
Default MoH
Found under Tools > Music On Hold. The MoH sound files that play when a user extension places a call on hold is based on what files are within the group designated as the Default System Group.
**Important Note: If you remove the default MoH files and replace them with your own, it's possible that the default sound files, which are included in Switchvox software updates, will be loaded back into the system's backend when you apply a software update. This will cause the default MoH files to start playing again even though you have removed them. To avoid this, it is highly recommended that you create a new group, set this new group as the Default System Group, and then place your custom MoH files within this new group.
Call Queue MoH
Under Tools > Call Queues > Modify (pencil icon) the queue > Caller Experience tab. Be sure to set the group with the desired MoH files to play.
Parking Lot MoH
Under Setup > Manage > Modify (pencil icon) the parking lot. Be sure to set the group with the desired MoH files to play.
