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Upcoming Maintenances

Scheduled Maintenance

improvement to the Music on Hold (MOH) experience for agentsPlanned Maintenance

Schedule

November 3, 2025 12:00AM - 6:00AM IST
November 2, 2025 6:30PM - 12:30AM UTC

Components

India - Admin Portal

Locations

CXHUB - India

Description

Dear Customer, We are making an important improvement to the Music on Hold (MOH) experience for agents - effective November 3, 2025. What is MOH and How is It Currently Configured? In CloudAgent, MOH (Music on Hold) is configured at the campaign level. When an agent places a customer on hold, the assigned MOH file plays automatically - assuring the customer that the call is still active. The Problem We Have Solved. Currently, the same MOH audio also plays for agents too, which distracts them especially when they’re trying to speak with peers or supervisors during the hold. What’s Changing (From Nov 3, 2025). We’re updating the MOH behavior to separate the experience: Customers will continue to hear the campaign-level MOH as usual. Agents will hear a subtle loop: - “You have placed the customer on hold” → 15 seconds silence → repeat. This quiet loop helps agents stay aware of the hold state without background noise. Why this solution? This change is based on customer feedback collected over the past 6 months. It’s designed to improve agent focus while maintaining a consistent experience for callers. This upcoming update is designed to address all common use cases across customer environments. Please note: This Agent side MOH will now be standardized across all customers and cannot be customized. The campaign-level MOH will continue to define the customer-side experience. Why this change? Helps agents focus during internal discussions Prevents audio overlap while on headset Retains customer-side experience as-is No changes needed to your existing MOH set up This update will be automatically applied to all CloudAgent accounts on Nov 3, 2025. If you have any questions, feel free to reach out to us by sending email to support@ cloudagent.in by adding your Cloud Agent account name in the email subject. Best regards, Team Ozonetel

India - Agent Portal




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Locations

For customer support, chat with us on WhatsApp at https://wa.me/1800123150150. Check out our new Cloud Agent at https://cloudagent.ozonetel.com/. For product documentation, visit https://docs.ozonetel.com/.