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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: raza990 on January 29, 2015, 09:13:03 AM

Title: Different Music On Hold For Each RP
Post by: raza990 on January 29, 2015, 09:13:03 AM

Hi All,

I need help in configuring different Music on Hold via RP or routing strategy.

We can configure different Music on Hold for each extension and ACD queue but we need this at RP or routing strategy.

It is end to end Genesys SIP based environment.

Title: Re: Different Music On Hold For Each RP
Post by: Kubig on January 29, 2015, 09:19:25 AM

It is not possible at this moment - you can open a FR, if you can.

Currently you can configure MOH source at following levels:
[list]
[li]Application level -> SIP[/li]
[li]ACD Queue level[/li]
[li]Agent DN level[/li]
[li]THoldCall,TAlternateCall,TInitiateTransfer,TInitiateConference level from T-Server client[/li]
[/list]

Title: Re: Different Music On Hold For Each RP
Post by: thmuche on January 30, 2015, 11:59:21 AM

Hi,

If you have a strategy associated to RP and the music is played inside the strategy, you can play different music by RP. In this case you can create a different strategy to each RP or in the same strategy, with some logic, set a music by RP.

:)

Title: Re: Different Music On Hold For Each RP
Post by: Kubig on January 30, 2015, 02:50:40 PM

From my point of view you are not right. How do you want to play MOH music within routing strategy??

Title: Re: Different Music On Hold For Each RP
Post by: cavagnaro on January 30, 2015, 03:59:18 PM

I think he is confusing music on hold triggered by agent with a busy treatment applied on the RP.

I would say maybe you can via Extension Attributes updated on the strategy. Check sip server logs and see if any extension is used. Then using a strategy replace it.
Other option is to have separated sip servers.

Title: Re: Different Music On Hold For Each RP
Post by: Adam G on January 31, 2015, 04:24:15 PM

Perhaps another way to look at it;

Music in Queue (MIQ) is a route choice, generally controlled by the Routing Strategy; you can send the caller to a specific port/DN, to play a specific music - if your Switch has capacity for multiple music ports to play multiple selections, you just need to specify which one in your Strategy.

Music on Hold (MOH) is a (SIP) telephony feature, generally "default" controlled by the Switch.

HTH?

Adam

Title: Re: Different Music On Hold For Each RP
Post by: Timur Karimov on February 02, 2015, 08:52:32 AM

[quote author=adamgill link=topic=8692.msg38554#msg38554 date=1422721455]
Music on Hold (MOH) is a (SIP) telephony feature, generally "default" controlled by the Switch.
[/quote]
And since 8.0 in Genesys SIP Switch you can configure different MOH source for different RP and Extension DN
Acording the SIP DG you need just configure default-music options exactly on the DN level.
And of course you can use Extensions module in attached data and set the nessary music from Agent Desktop software. For this point before the THoldCall , TAlternateCall, TInitiateTransfer or TInitiateConferenceyou request you need to attach/modify the "music" key with value=you file name

HIH
WBR Tim.

Title: Re: Different Music On Hold For Each RP
Post by: Kubig on February 02, 2015, 09:13:27 AM

Are you sure with the RP level? The documentation just mentioned the ACD queue or Extension DN level. I did not test it,so may be the doc is wrong in this statement (would not be the first mistake in the documentation).

Title: Re: Different Music On Hold For Each RP
Post by: Timur Karimov on February 02, 2015, 09:28:40 AM

[quote author=Kubig link=topic=8692.msg38568#msg38568 date=1422868407]
Are you sure with the RP level?..... I did not test it.
[/quote]
Nope I'm not.  I'm also did not test it coz hav't any project there this feature can be usefull.
But meanwhile I thought you can always attach music extension in strategy which loaded on RP. So I think it's can be done in any case.
WBR Tim

Title: Re: Different Music On Hold For Each RP
Post by: Kubig on February 02, 2015, 09:38:46 AM

I am not sure about ExtensionUpdate from URS. I think that the value have been overwritten by any other update, only in case when the update will be made from agent application.

Title: Re: Different Music On Hold For Each RP
Post by: Noufal on May 09, 2018, 08:48:26 AM

Dear ,

i need the SAME solution , kindly support