Re: [cisco-voip] UCCX Hold Music

[DJ Lundberg]

Well, that feels like something I should have known years ago.

DJ

From: Tanner Ezell 
Sent: Wednesday, April 7, 2021 2:19 PM
To: Matthew Loraditch 
Cc: Brian V ; DJ Lundberg ; 
cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Hold Music

Barge in vs interruptible

One disables keypad entries :)

On Wed, Apr 7, 2021 at 11:54 AM Matthew Loraditch 
mailto:mloradi...@heliontechnologies.com>> 
wrote:
That wouldn’t matter in this scenario but appreciate the info!


Matthew Loraditch​
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com
 |
e: mloradi...@heliontechnologies.com
[Helion Technologies]
[Facebook]
[Twitter]
[LinkedIn]
From: DJ Lundberg mailto:d...@netguys.net>>
Sent: Wednesday, April 7, 2021 2:48 PM
To: Matthew Loraditch 
mailto:mloradi...@heliontechnologies.com>>; 
Brian V mailto:bvanb...@gmail.com>>
Cc: cisco-voip@puck.nether.net; DJ Lundberg 
mailto:d...@netguys.net>>
Subject: RE: [cisco-voip] UCCX Hold Music

[EXTERNAL]

One word of caution using a play prompt step for the hold music:  This allows 
the caller to press the # key and skip the remaining portion of the prompt.

It’s not a huge deal, but something to be aware of if you previously would have 
used the delay step to control how long the caller is waiting before offering 
them an alternative to holding.  E.g. leave a voicemail, receive a callback, 
etc.

You might get some supervisors asking why a caller was only in queue for 2 
minutes before transferring to voicemail when they are expected to hold for 5.

DJ

From: cisco-voip 
mailto:cisco-voip-boun...@puck.nether.net>> 
On Behalf Of Matthew Loraditch
Sent: Monday, April 5, 2021 2:31 PM
To: Brian V mailto:bvanb...@gmail.com>>
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Hold Music

Didn’t think about that, so I could just play the new MOH as a prompt, As long 
as it’s interruptible the call will still transfer to the agent while playing 
if one becomes available?


Matthew Loraditch​
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com
 |
e: mloradi...@heliontechnologies.com
[Helion Technologies]
[Facebook]
[Twitter]
[LinkedIn]
From: Brian V mailto:bvanb...@gmail.com>>
Sent: Monday, April 5, 2021 3:25 PM
To: Matthew Loraditch 
mailto:mloradi...@heliontechnologies.com>>
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Hold Music

[EXTERNAL]

Depends if you want your MoH to come from putting the call on hold (script step 
Call Hold) or via Play Prompt
with the Call Hold Step, the internal leg is actually torn down from UCCX and 
moved to CUCM's media streaming service.   MoH comes from the CTI ports and 
you'd need different port groups per app to get different messaging .

The other option is in the script, use the Play Prompt step to play the 
messaging from UCCX.  In this case the call is never put on Hold from a CUCM 
point of view and the media stays with UCCX.  I think the step you can look at 
is a Cascading Prompt (someone jump in if I have this wrong) and in that step  
you can provide various static wav files and it will stitch them together for 
you in a linear or random fashion.  One of the main drawbacks of this method is 
your "hold time" between announcements is determined by the length of your .wav 
file.  Make sure you set the play prompt to be "interruptible" so the first 
available avent pulls the call.

On Mon, Apr 5, 2021 at 2:19 PM Matthew Loraditch 
mailto:mloradi...@heliontechnologies.com>> 
wrote:
Am I thinking about this right?

MOH for UCCX comes from the CTI ports.

If a customer wants different MOH per different queues they will need separate 
CCGs for each queue?

If I do it that way I have to capacity plan per queue vs overall system or 
application capacity?

For an agent based install, can I mix and match IVR port licenses? I don’t 
believe so, and certainly not on a smart install on flex based on what I can 
see.

They have intermittent announcements right now, which is what I usually do for 
folks, I’m thinking this would be a nightmare.





Matthew Loraditch​
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com
 |
e: mloradi...@heliontechnologies.com
[Helion Technologies]
[Facebook]
[Twitter]

Re: [cisco-voip] UCCX Hold Music

[Tanner Ezell]

Barge in vs interruptible

One disables keypad entries :)

On Wed, Apr 7, 2021 at 11:54 AM Matthew Loraditch <
mloradi...@heliontechnologies.com> wrote:

> That wouldn’t matter in this scenario but appreciate the info!
>
>
>
> Matthew Loraditch​
> Sr. Network Engineer
> p: *443.541.1518* <443.541.1518>
> w: *www.heliontechnologies.com*   |
> e: *mloradi...@heliontechnologies.com* 
> [image: Helion Technologies] 
> [image: Facebook] 
> [image: Twitter] 
> [image: LinkedIn] 
>
> *From:* DJ Lundberg 
> *Sent:* Wednesday, April 7, 2021 2:48 PM
> *To:* Matthew Loraditch ; Brian V <
> bvanb...@gmail.com>
> *Cc:* cisco-voip@puck.nether.net; DJ Lundberg 
> *Subject:* RE: [cisco-voip] UCCX Hold Music
>
>
>
> [EXTERNAL]
>
>
>
> One word of caution using a play prompt step for the hold music:  This
> allows the caller to press the # key and skip the remaining portion of the
> prompt.
>
>
>
> It’s not a huge deal, but something to be aware of if you previously would
> have used the delay step to control how long the caller is waiting before
> offering them an alternative to holding.  E.g. leave a voicemail, receive a
> callback, etc.
>
>
>
> You might get some supervisors asking why a caller was only in queue for 2
> minutes before transferring to voicemail when they are expected to hold for
> 5.
>
>
>
> DJ
>
>
>
> *From:* cisco-voip  *On Behalf Of *Matthew
> Loraditch
> *Sent:* Monday, April 5, 2021 2:31 PM
> *To:* Brian V 
> *Cc:* cisco-voip@puck.nether.net
> *Subject:* Re: [cisco-voip] UCCX Hold Music
>
>
>
> Didn’t think about that, so I could just play the new MOH as a prompt, As
> long as it’s interruptible the call will still transfer to the agent while
> playing if one becomes available?
>
>
>
>
>
> *Matthew Loraditch**​*
>
> *Sr. Network Engineer*
>
> p: *443.541.1518* <443.541.1518>
>
> w: *www.heliontechnologies.com* 
>
>  |
>
> e: *mloradi...@heliontechnologies.com* 
>
> [image: Helion Technologies] 
>
> [image: Facebook] 
>
> [image: Twitter] 
>
> [image: LinkedIn] 
>
> *From:* Brian V 
> *Sent:* Monday, April 5, 2021 3:25 PM
> *To:* Matthew Loraditch 
> *Cc:* cisco-voip@puck.nether.net
> *Subject:* Re: [cisco-voip] UCCX Hold Music
>
>
>
> [EXTERNAL]
>
>
>
> Depends if you want your MoH to come from putting the call on hold (script
> step Call Hold) or via Play Prompt
>
> with the Call Hold Step, the internal leg is actually torn down from UCCX
> and moved to CUCM's media streaming service.   MoH comes from the CTI ports
> and you'd need different port groups per app to get different messaging .
>
>
>
> The other option is in the script, use the* Play Prompt* step to play the
> messaging from UCCX.  In this case the call is never put on Hold from a
> CUCM point of view and the media stays with UCCX.  I think the step you can
> look at is a *Cascading Promp*t (someone jump in if I have this wrong)
> and in that step  you can provide various static wav files and it will
> stitch them together for you in a linear or random fashion.  One of the
> main drawbacks of this method is your "hold time" between announcements is
> determined by the length of your .wav file.  Make sure you set the play
> prompt to be "interruptible" so the first available avent pulls the call.
>
>
>
> On Mon, Apr 5, 2021 at 2:19 PM Matthew Loraditch <
> mloradi...@heliontechnologies.com> wrote:
>
> Am I thinking about this right?
>
>
>
> MOH for UCCX comes from the CTI ports.
>
>
>
> If a customer wants different MOH per different queues they will need
> separate CCGs for each queue?
>
>
>
> If I do it that way I have to capacity plan per queue vs overall system or
> application capacity?
>
>
>
> For an agent based install, can I mix and match IVR port licenses? I don’t
> believe so, and certainly not on a smart install on flex based on what I
> can see.
>
>
>
> They have intermittent announcements right now, which is what I usually do
> for folks, I’m thinking this would be a nightmare.
>
>
>
>
>
>
>
>
>
>
>
> *Matthew Loraditch**​*
>
> *Sr. Network Engineer*
>
> p: *443.541.1518* <443.541.1518>
>
> w: *www.heliontechnologies.com* 
>
>  |
>
> e: *mloradi...@heliontechnologies.com* 
>
> [image: Helion Technologies] 
>
> [image: Facebook] 
>
> [image: Twitter] 
>
> [image: LinkedIn] 
>
> ___
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
> 

Re: [cisco-voip] UCCX Hold Music

[Matthew Loraditch]

That wouldn’t matter in this scenario but appreciate the info!


Matthew Loraditch
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com | e: mloradi...@heliontechnologies.com
From: DJ Lundberg 
Sent: Wednesday, April 7, 2021 2:48 PM
To: Matthew Loraditch ; Brian V 

Cc: cisco-voip@puck.nether.net; DJ Lundberg 
Subject: RE: [cisco-voip] UCCX Hold Music

[EXTERNAL]

One word of caution using a play prompt step for the hold music:  This allows 
the caller to press the # key and skip the remaining portion of the prompt.

It’s not a huge deal, but something to be aware of if you previously would have 
used the delay step to control how long the caller is waiting before offering 
them an alternative to holding.  E.g. leave a voicemail, receive a callback, 
etc.

You might get some supervisors asking why a caller was only in queue for 2 
minutes before transferring to voicemail when they are expected to hold for 5.

DJ

From: cisco-voip 
mailto:cisco-voip-boun...@puck.nether.net>> 
On Behalf Of Matthew Loraditch
Sent: Monday, April 5, 2021 2:31 PM
To: Brian V mailto:bvanb...@gmail.com>>
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Hold Music

Didn’t think about that, so I could just play the new MOH as a prompt, As long 
as it’s interruptible the call will still transfer to the agent while playing 
if one becomes available?


Matthew Loraditch​
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com
 |
e: mloradi...@heliontechnologies.com
[Helion Technologies]
[Facebook]
[Twitter]
[LinkedIn]
From: Brian V mailto:bvanb...@gmail.com>>
Sent: Monday, April 5, 2021 3:25 PM
To: Matthew Loraditch 
mailto:mloradi...@heliontechnologies.com>>
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Hold Music

[EXTERNAL]

Depends if you want your MoH to come from putting the call on hold (script step 
Call Hold) or via Play Prompt
with the Call Hold Step, the internal leg is actually torn down from UCCX and 
moved to CUCM's media streaming service.   MoH comes from the CTI ports and 
you'd need different port groups per app to get different messaging .

The other option is in the script, use the Play Prompt step to play the 
messaging from UCCX.  In this case the call is never put on Hold from a CUCM 
point of view and the media stays with UCCX.  I think the step you can look at 
is a Cascading Prompt (someone jump in if I have this wrong) and in that step  
you can provide various static wav files and it will stitch them together for 
you in a linear or random fashion.  One of the main drawbacks of this method is 
your "hold time" between announcements is determined by the length of your .wav 
file.  Make sure you set the play prompt to be "interruptible" so the first 
available avent pulls the call.

On Mon, Apr 5, 2021 at 2:19 PM Matthew Loraditch 
mailto:mloradi...@heliontechnologies.com>> 
wrote:
Am I thinking about this right?

MOH for UCCX comes from the CTI ports.

If a customer wants different MOH per different queues they will need separate 
CCGs for each queue?

If I do it that way I have to capacity plan per queue vs overall system or 
application capacity?

For an agent based install, can I mix and match IVR port licenses? I don’t 
believe so, and certainly not on a smart install on flex based on what I can 
see.

They have intermittent announcements right now, which is what I usually do for 
folks, I’m thinking this would be a nightmare.





Matthew Loraditch​
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com
 |
e: mloradi...@heliontechnologies.com
[Helion Technologies]
[Facebook]
[Twitter]
[LinkedIn]
___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip

Re: [cisco-voip] UCCX Hold Music

[DJ Lundberg]

One word of caution using a play prompt step for the hold music:  This allows 
the caller to press the # key and skip the remaining portion of the prompt.

It’s not a huge deal, but something to be aware of if you previously would have 
used the delay step to control how long the caller is waiting before offering 
them an alternative to holding.  E.g. leave a voicemail, receive a callback, 
etc.

You might get some supervisors asking why a caller was only in queue for 2 
minutes before transferring to voicemail when they are expected to hold for 5.

DJ

From: cisco-voip  On Behalf Of Matthew 
Loraditch
Sent: Monday, April 5, 2021 2:31 PM
To: Brian V 
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Hold Music

Didn’t think about that, so I could just play the new MOH as a prompt, As long 
as it’s interruptible the call will still transfer to the agent while playing 
if one becomes available?


Matthew Loraditch​
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com
 |
e: mloradi...@heliontechnologies.com
[Helion Technologies]
[Facebook]
[Twitter]
[LinkedIn]
From: Brian V mailto:bvanb...@gmail.com>>
Sent: Monday, April 5, 2021 3:25 PM
To: Matthew Loraditch 
mailto:mloradi...@heliontechnologies.com>>
Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] UCCX Hold Music

[EXTERNAL]

Depends if you want your MoH to come from putting the call on hold (script step 
Call Hold) or via Play Prompt
with the Call Hold Step, the internal leg is actually torn down from UCCX and 
moved to CUCM's media streaming service.   MoH comes from the CTI ports and 
you'd need different port groups per app to get different messaging .

The other option is in the script, use the Play Prompt step to play the 
messaging from UCCX.  In this case the call is never put on Hold from a CUCM 
point of view and the media stays with UCCX.  I think the step you can look at 
is a Cascading Prompt (someone jump in if I have this wrong) and in that step  
you can provide various static wav files and it will stitch them together for 
you in a linear or random fashion.  One of the main drawbacks of this method is 
your "hold time" between announcements is determined by the length of your .wav 
file.  Make sure you set the play prompt to be "interruptible" so the first 
available avent pulls the call.

On Mon, Apr 5, 2021 at 2:19 PM Matthew Loraditch 
mailto:mloradi...@heliontechnologies.com>> 
wrote:
Am I thinking about this right?

MOH for UCCX comes from the CTI ports.

If a customer wants different MOH per different queues they will need separate 
CCGs for each queue?

If I do it that way I have to capacity plan per queue vs overall system or 
application capacity?

For an agent based install, can I mix and match IVR port licenses? I don’t 
believe so, and certainly not on a smart install on flex based on what I can 
see.

They have intermittent announcements right now, which is what I usually do for 
folks, I’m thinking this would be a nightmare.





Matthew Loraditch​
Sr. Network Engineer
p: 443.541.1518
w: www.heliontechnologies.com
 |
e: mloradi...@heliontechnologies.com
[Helion Technologies]
[Facebook]
[Twitter]
[LinkedIn]
___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip