Microsoft Teams Music On Hold behaviour table

Hi All,

Microsoft Teams Music On Hold behaviour could be sometimes difficult to understand, particularly in Auto Attendand and Call Queue scenarios.

I hope this table could help you

How Ms Teams Phone System manage Music on Hold

Microsoft Teams uses different call flows for MOH :

  1. SIP REFER based MOH (MOHv1)
  2. SIP RE-INVITE based MOH (MOHv2)

Today we see MOHv2 only.

Call Queue Conference Mode

In a Teams Call Queue you will find an option called Conference Mode

Conference mode significantly reduces the amount of time it takes for a caller to be connected to an agent, after the agent accepts the call.

What the Docs do not say is that this option will change the call window experience and the Music On Hold behaviour of calls that pass through the Call Queue

CQ Conference Mode ON call window experience CQ Conference Mode OFF call window experience


You will see this as an option in the table

Music On Hold options

The Teams PowerShell cmdlet Set-CsTeamsCallingPolicy allow you to enable (Default) or disable the Music On Hold

Set-CsTeamsCallingPolicy -Identity Global -MusicOnHoldEnabledType Enabled

Set-CsTeamsCallingPolicy -Identity Global -MusicOnHoldEnabledType Disabled

As you can imagine, this setting changes the behavior considerably, so the table will be divided into two parts: MusicOnHoldEnabledType Enabled and Disabled

MusicOnHoldEnabledType Enabled (Default)

This table assume the setting MusicOnHoldEnabledType is set to Enabled

Scenario
MOHEnabledType: Enabled
PSTN>AA>CQ>Agent>Transfer to PSTN

CQ Conf Mode: ON
PSTN>AA>CQ>Agent>Transfer to PSTN

CQ Conf Mode: OFF
PSTN>CQ>Agent>
Transfer to PSTN

CQ Conf Mode: ON
PSTN>CQ>Agent>
Transfer to PSTN

CQ Conf Mode: OFF
MOH if operator place on Hold?Teams defaultTeams default Teams defaultTeams default
MOH during transfer activities?NONENONENONENONE
Incoming Call Toast
Call Window
Blind Transfer
Consultative Transfer

MusicOnHoldEnabledType Disabled

This table assume the setting MusicOnHoldEnabledType is set to Disabled

Scenario
MOHEnabledType: Disabled
PSTN>AA>CQ>Agent>Transfer to PSTN

CQ Conf Mode: ON
PSTN>AA>CQ>Agent>Transfer to PSTN

CQ Conf Mode: OFF
PSTN>CQ>Agent>
Transfer to PSTN

CQ Conf Mode: ON
PSTN>CQ>Agent>
Transfer to PSTN

CQ Conf Mode: OFF
MOH if operator place on Hold?NONESBC originated MOHNONESBC originated MOH
MOH during transfer activities?NONESBC originated MOHNONESBC originated MOH
Incoming Call Toast
Call Window
Blind Transfer
Consultative Transfer

As always, I hope this post could help some of you.
Regards.
Luca

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