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

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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 default	Teams default	Teams default	Teams default
MOH during transfer activities?	NONE	NONE	NONE	NONE
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?	NONE	SBC originated MOH	NONE	SBC originated MOH
MOH during transfer activities?	NONE	SBC originated MOH	NONE	SBC originated MOH
Incoming Call Toast
Call Window
Blind Transfer
Consultative Transfer

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

About the Author:

Microsoft Office Apps & Services MVP
MCSE | SfB and Teams Enterprise Voice Specialist
Ribbon SBC | KalliopePBX | DECT Specialist
Cloud Video Interop Solutions | EICC Solutions

Reference:

Vitali, L. (2021). Microsoft Teams Music On Hold behaviour table. Available at: https://lucavitali.wordpress.com/2021/07/29/microsoft-teams-music-on-hold-behaviour-table/ [Accessed: 2nd December 2021].