Tired of the old Cisco hold music? Getting complaints at your contact center because the on-hold experience is a repetitive bore? Working on caller experience? The Streaming Queue Music\u2122 solution will bring a live audio stream into your CISCO on-premise platform, eliminating the need to manage audio files while giving you the tools and automation to impress callers like never before.<\/p>\n\n\n\n
Streaming Queue Music<\/strong>\u2122 is a trademarked name for a software application that provides streaming audio for queue and hold in Cisco UCCE\/PCCE via Virtual Voice Browser, as well as Cisco CUCM, Genesys Engage, Cisco Broadsoft, and other call center\/contact center platforms. It was developed by Easy On Hold in 2019, starting as a project between Cisco and Easy On Hold<\/a> for a PCM streaming solution in the Cisco VVB (Virtual Voice Browser). Since that time, the platform has expanded to solve streaming queue and hold music needs on multiple platforms.<\/p>\n\n\n\n Beyond using static files, Cisco on-premise call center\/contact center platforms can use streaming audio for queue and hold audio. Until recently, however, such a stream required the use of additional on-premise audio transcoding devices. Since CUCM 11.5, Cisco has specified a multicast stream I.P. address can be configured as the hold music source. VVB also has specifications for a stream of audio, as detailed in a 2020 video from Cisco (below).<\/p>\n\n\n\n Cisco provides a Feature Configuration Guide for CUCM 11.5<\/a>. Specifically, see the section on “Configuration Tips for the Codec-Specific Inbound Audio Stream.” There is also a guide for CUCM 12.5<\/a>. Many organizations are moving to CUCM 14. The Configuration Guide can be found here<\/a>.<\/p>\n\n\n\nCan Cisco UCCE and CUCM use streaming hold music?<\/h2>\n\n\n\n