Playing jingle or music during backend host access

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    This document was generated from CDN thread

    Created by: Sethuramalingam Balasubramanian on 05-05-2011 01:42:02 AM
    We have IPIVR Premium - 7.0.1-SR05_Build504. We are calling Webservice to interact with the backend host to get the customer data and play back to the caller. The web methods have individual timeouts configured. At times, we see a delay in response. We wanted to play some jingle / music to the caller till this information is received from the Webservice. How can we configure and which is the step that should be used to do this?
     
    Thanks!

    -Sethu 

    Subject: RE: Playing jingle or music during backend host access
    Replied by: Steven Pawlak on 05-05-2011 11:08:15 AM
    Sethu,

    Just put the call on hold and the caller will hear the MoH defined on the CTI Port. Then instead of a delay step do the web call and then use a Unhold step.

    Steve

    Subject: RE: Playing jingle or music during backend host access
    Replied by: Sethuramalingam Balasubramanian on 06-05-2011 03:02:05 AM
    Thanks Steve. Can we also change the MOH in Cisco CUCM, if customer agrees to have this changed for both Contact Center and Call Center as changing this MOH will affect both.

    Thanks!
    -Sethu

    Subject: RE: Playing jingle or music during backend host access
    Replied by: Steven Pawlak on 06-05-2011 09:46:56 AM
    Sethu,

    You can make multiple MoH on the CM server and then have one for when regular people put someone on hold and then a different one for when the call center puts people on hold. The CCX MoH is defined on the CTI Ports. Therefore depending on the number of ports you have you COULD split them into different groups (say Cust Serv Ports and Tech Supp ports) then have different music or messages played via MoH for each.

    Steve