Hold Music at root level account changed Hold Music for sub account

[Logicwrath]

Hello,
I updated the music on hold of our main account.  A day or two later I was speaking with a client and was put on hold.  The music I received was the new hold music we had set at the root level (us). Is this normal and/or working as intended?

I checked the sub accounts music on hold selection and it was set to "Default Music".  Is this tiered in a way that will not allow me to change the root level setting without effecting the sub accounts?

[Darren Schreiber]

I'm checking on this.

[Karl Stallknecht]

This has always been the case for us - if we call a client we hear our own hold music (not theirs), and vice versa.

[lazedo]

Karl,
i understand "This has always been the case for us" as in 3.22. in 4.0 this should work properly.
if you call your customer and your customer puts you onhold, you should hear your customer hold-media.

Logicwrath,
can you try setting a custom hold-media to one subaccount and retry ?

Thanks

[Karl Stallknecht]

Just to clarify:

- We call a customer from our account to their account

- The customer has default hold music set, we have custom hold music set

- The customer puts us on hold, and we hear our own hold music


I confirmed that this happened on Wednesday (Dec 14th)

[lazedo]

Thanks for the clarification on your use case.
is your account a sibling of your customer or are you using a reseller account ? (same question )

[lazedo]

i just tested with siblings and resellers and it works as expected. just to be clear, you are dialing an offnet number belonging to your customer account, right ?

[Karl Stallknecht]

We are calling from one sub account to another sub account

[Karl Stallknecht]

No, from our sub-account we are dialing a DID in a customer's sub-account.

[lazedo]

so your answer is yes, a did belonging to another account, it goes offnet and comes back (stays onnet).
make sure you set a hold music in advanced callflows, account settings in both accounts.
but it deserves investigation after new year

[Guest]

Hi guys - I have a customer account with lots of sub accounts and I want the MOH file to be global. I tried setting the parent with the custom music and the children left as default, but it plays the default hold music on my MAIN reseller account, not the parent for that customer. Is this normal and is there a setting somewhere for this?

Same issue for blacklists - I have a few numbers that should be blocked globally for this customer. I don't want to have to create the same blacklist 1000 times...