Music On Hold

CallAudit Voice supports a Music On Hold (MOH) feature.  This allows the user to have music files, or other audio data, played to a caller while they are on hold.  Up to 99 different WAV files can be used in this process.  These can be any length and can include any form of audio that you wish.

To use the Music On Hold feature, do the following:

1. Create a series of WAV files you want used for MOH.  These need to be in a WAV format compatible with your CAV hardware.  For modem based systems, 8 KHz 16-Bit mono WAVs are the only format supported.
2. Copy the WAV files created to the Sounds sub directory of CAV.  Name each file using the form of MusicOnHoldnn.WAV, where nn is a number from 1 to 99.
3. Enable one or more options within CAV to use MOH

The WAV files created in step 2 are used for playing MOH.  Each time you use MOH, the next file in the sequence is used.  Any missing file numbers are skipped and the next available file is used.  When the end of the list is reached, CAV starts over at the first file.

There are two basic ways to use MOH inside CAV:

1. As part of a routed call, where the On Hold option is selected
2. As part of a music on hold queue set up inside of CAV using mailboxes

Case 1 is mostly automatic.  The typical call sequence is as follows:

• Incoming call begins
• CAV answers
• Initial greeting message plays
• Caller selects an option to speak to a particular person
• Mailbox navigation options are used to route the call to a specific PC
• A screen pop occurs on that PC announcing the routed call
• The PC user has 3 basic options:  Accept, Reject, Hold
• Press the Hold button will place the call on hold and begin playback of the MOH files
• The user can then use the Accept or Reject button to complete the call

An example of the routed call pop-up display is shown below:

Here the user is selecting the Hold option from the routed call screen pop.  This is usually done when the user expects to be able to take the call shortly and needs a short amount of time to complete other actions (perhaps another call already in progress) before taking this call.

Case 2 involves creating a series of mailboxes used for hold processing.  This is typically used in company environments where normal call volume may be high.  The normal call sequence here is as follows:

1. Incoming call begins
2. CAV answers
3. Initial greeting message plays
4. Caller selects an option to reach someone
5. Call is routed to person/area PC
6. Person or area selected is busy, and call is rejected at user PC
7. The rejected call is then send to a MOH mailbox
8. The MOH mailbox uses mailbox navigation options to play MOH files for a fixed amount of time (say 2 minutes for example).
9. At the end of the 2 minutes of MOH, the call moves to a second MOH-related mailbox
10. The caller gets the options to try and contacts the person/area again, or to leave a message
11. If the caller selects the first choice, the call is routed to the person/area and the processing described above in step 5 continues
12. If the caller selects the second choice, the call moves to a message mailbox where the caller can leave a voice message

This process allows the system to manage the calls, and still offer the caller options while they wait.