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Voice for Teams: 8x8 Music On Hold does not play when placing someone on hold

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Symptom

When your 8x8 Voice for Microsoft Teams service or specific Voice for Teams users are configured to present 8x8 Music On Hold (MOH), no music is played to the other party when they are placed on hold.

The voicemail and Music On Hold service configuration is set in the 8x8 Voice for Teams admin portal in the Services > PBX tab, under Calling Policy > Music On Hold:

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Users could also be configured to override the global option setting (above). This is configured per user in the admin portal Users tab:

clipboard_eebde24ae467ea304b80e7abf7b7bf50d.png

Applies To

  • 8x8 Voice for Microsoft Teams
  • Microsoft Teams
  • Music On Hold (MOH)

Cause

This is a known issue caused by the way Microsoft handles Music On Hold via Direct Routing services (8x8 Voice for Microsoft Teams).

Resolution

This issue can be easily resolved, but requires that a change be made on your 8x8 service's PBX. This change does not require a PBX restart, and will not otherwise affect your service.

To report this issue and request that the fix be implemented, please contact 8x8 support.