Recently I noticed at one of our major client’s Teams Voice setup that on hold music never played for queues when agents put callers on hold, instead it goes silent which makes callers wondering what’s going on with the call.
This is a vital feature specially for a call queue as it gives clarity for callers to understand the status of the call. Agents mostly put callers on hold to get things done offline to meet callers requirements so the music of course make the caller relaxed while agent helping them out behind the scene.
First thing I had to check is, if the feature is enabled from the Teams Admin Centre –> Call Queues –> Choose the affected queue –> Of course it has
However, it seemed the file hasn’t recognized by Teams or probably the file is faulty which could have caused the silence during hold. Till I locate the original file, I added a temporary classic music clip to verify if that picks by Teams. And it did ! Hold music played like charm when the agent put me on hold.