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 :
- SIP REFER based MOH (MOHv1)
- 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
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
This table assume the setting MusicOnHoldEnabledType is set to Disabled
As always, I hope this post could help some of you.