Ringback Tone Instead of MOH When Making Call to an Agent (UCCX)

Today we talk about a scenario for you UCCX, which implements the ability to send the ringback tone to the caller when the call is sent to the agent, and the agent’s phone rings. The problem is that when a call is sent to an agent, in fact, CUCM performs a call transfer, and therefore the caller is put on hold (it is done by CUCM). That’s why the caller hears Music On Hold (MOH), that is natural. But very often customers do not like it, and they want to hear a ringback tone  instead of MOH. How to play a ringback tone during the call to the agent will be discussed in this post.
Because changing the algorithm of sending the call to the agent (ie, the fact of transfer) is not possible in CUCM/UCCX, then in order to solve the problem we will substitute the existing MOH file with the MOH file playing ringback. I have such MOH file with ringback. The name of the file is ringback.wav and we will use it in our example. It should be noted that you can play any other message (wav-file), such as “Call is sent to the agent.”, instead of the file with ringback.

So, at the first stage, we need to download and configure the MOH file with ringback tone in our CUCM. Everything is standard here, and the sequence is the same as you set up a regular MOH file. As usual, I illustrate all with screenshots.