<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META http-equiv=Content-Type content="text/html; charset=iso-8859-1">
<META content="MSHTML 6.00.2900.2523" name=GENERATOR>
<STYLE></STYLE>
</HEAD>
<BODY bgColor=#ffffff>
<DIV><FONT face=Arial size=2>Hello,</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>We are working on a new Asterisk installation and
have run into some problems related to playing MusicOnHold for a caller when
they have been placed on hold by an agent, that took the call from a
queue.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>A. When pressing the HOLD button on SNOM 190 and
Grandstream BudgeTone SIP phones, MusicOnHold works fine when making
inbound or outbound direct calls by extension. Music starts to play when the
HOLD button is pressed and caller is placed on hold, and stops playing when the
caller is taken off hold by pressing the HOLD button a second time.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>B. A Queue has been setup that properly plays
MusicOnHold as well as announcements when the caller is in the queue. However,
once an agent picks up the call and attempts to use the HOLD button, the
MusicOnHold feature appears to disappear. The caller simply hears dead air. It
works fine in A. (above) but not when the call comes off the Queue.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>From extensions.conf:</FONT></DIV>
<DIV><FONT face=Arial size=2>
<DIV><FONT face=Arial
size=2>========================================</FONT></DIV></FONT></DIV>
<DIV><FONT face=Arial size=2>exten => 113,1,Goto(techqueue1,s,1)</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>[techqueue1]<BR>exten => s,1,Answer<BR>exten
=> s,2,SetMusicOnHold(default)<BR>exten => s,3,DigitTimeout,5<BR>exten
=> s,4,ResponseTimeout,10<BR>exten => s,5,SetVar(ALERT_INFO=1)<BR>exten
=> s,6,Background(silence/1)<BR>; set the callerid to per queue<BR>exten
=> s,7,SetCIDName(qh - techq1)<BR>exten =>
s,8,Background(greeting-support)</FONT></DIV>
<DIV><FONT face=Arial size=2>exten => s,9,Queue(support|nt|||300)<BR>; this
is where we drop to if the queue times out<BR>exten => s,10,Wait(2)<BR>exten
=> s,11,Playback(voicemail-general) ; all of our agents are currently
occupied, pl<BR>exten =>
s,12,Voicemail(s7000)
; will return your call within 24 hours. thank<BR>exten =>
s,13,Hangup</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>; this is what happens if user presses *<BR>exten
=> *,1,Answer<BR>exten => *,2,Playback(voicemail-general) ; please leave
us a message and we will return your c<BR>exten =>
*,3,Voicemail(s7000)<BR>exten => *,4,Hangup</FONT></DIV>
<DIV><FONT face=Arial size=2>
<DIV><FONT face=Arial
size=2>========================================</FONT></DIV></FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>From queues.conf:</FONT></DIV>
<DIV><FONT face=Arial size=2>
<DIV><FONT face=Arial
size=2>========================================</FONT></DIV>
<DIV> </DIV></FONT></DIV>
<DIV><FONT face=Arial size=2>[support]<BR>music = default<BR>announce-frequency
= 90 <BR>announce-holdtime = yes<BR>queue-youarenext = queue-youarenext; ("You
are now first in line.") <BR>queue-thereare = queue-thereare; ("There are")
<BR>queue-callswaiting = queue-callswaiting; ("calls waiting.")
<BR>queue-holdtime = queue-holdtime ;("The current est. holdtime is")
<BR>queue-minutes = queue-minutes; ("minutes.") <BR>queue-thankyou =
queue-thankyou; ("Thank you for your patience.") <BR>strategy =
ringall<BR>member=Agent/1001<BR>member=Agent/1002</FONT></DIV>
<DIV><FONT face=Arial
size=2>========================================</FONT></DIV><FONT face=Arial
size=2>
<DIV> </DIV>
<DIV>I have tried "setting up" MusicOnHold everywhere but can't seem to get
Music to play when a caller is placed on hold after being transferred from the
queue. I have not checked if MOH is played to a parked caller as I would like to
take advantage and utilize the single button HOLD feature of our phones.</DIV>
<DIV> </DIV>
<DIV>Any help would be greatly appreciated. Happy Thanksgiving .........</DIV>
<DIV> </DIV>
<DIV>-Tyler</DIV>
<DIV> </DIV>
<DIV></FONT> </DIV></BODY></HTML>