Music on hold with multi skilled agents

[silkseams]

I have a multi skilled agent that takes 3 companys calls, Each company has there own MOH. when that agent takes a call for company A if he puts that call on hold will he get company A's MOH. We have 3 different MOH sources!
This is on CM2.
Hope this makes sense on what I'm trying to achieve.

 

[MenaceEnnis]

Hi ,
As far as i know it's depending on tenant splitting, so logically the music on hold on which the extension resides rules the MOH. example extension on TN1 the music heard will be the one from TN1. not from TN2 or 3

 

[silkseams]

Okay, let me expalin a bit more.
company 1)Ford 2)coca cola 3)tek tips
an agent is multi skilled to take all 3 calls.
If an agent answers 2)coca cola and puts the call on hold the caller needs to hear coca cola MOH msg.
Is this possible or will I need a generic MOH Msg.

 

[SF0751]

It's possible if you have Tenant Partitioning. Set up the appropriate MOH for the appropriate partition. Then indicate the tenant partition number on the VDN (the field is labeled TN). You will need a seperate VDN for each company.

1. Ford: TN 1; VDN 1111 & Vector 5
2. Coca-Cola: TN 2; VDN 2222 & Vector 5
3. Tek-Tips: TN 3; VDN 3333 & Vector 5

Vector step [tt]"wait 30 secs hearing music"[/tt] will cause the calls coming in from VDN 1111 to hear to Ford MOH, calls coming in from VDN 2222 to hear Coca-Cola MOH, and calls coming in from VDN 3333 to hear Tek-Tips MOH.

Susan
"People seem not to see that their opinion of the world is also a confession of their character."
Ralph Waldo Emerson (1803 - 1882)

 

[bwilch]

If the caller is put on hold after being answered from the split, isn't the MOH based on the agent TN or the station TN?

 

[SF0751]

Hmmmmmmm...... good point. Yes, you're correct. I was only thinking of the vector processing, but if the caller is placed on hold during the course of the telephone conversation, they will hear MOH based upon the TN that is assigned to the COR of either the station (non-EAS) or the agent (EAS). Since these are multi-skilled agents, if would probably be safer to give the COR a neutral music source.

(or combine all three - Drive Ford vehicles! Drink Coca-Cola! Surf Tek-Tips! All at the same time!!!)

Susan
"People seem not to see that their opinion of the world is also a confession of their character."
Ralph Waldo Emerson (1803 - 1882)