a report request 166 asking the acp to report when this call is disconnected so that the dsd ncp 120 can connect another call to that acd the release report message 170 sent from acp 112 to dsd ncp 120 at the time that an agent releases a call includes a type field 171 a transaction identifier 172 and a termination identifier to indicate which acd has had a call terminated if in response to reception by acp 112 of a queue call data message 150 with a marked request indicator 156 a caller receives an announcement indicating that no agents are available and that the caller will be placed on hold until agents become available the caller is given a further message giving the caller the option to select the type of music including no music for the duration of the hold in response to this announcement the customer keys an appropriate digit to select the type of music and the acp sends the dsd ncp 120 a music request message 180 comprising segments 181 type 182 transaction id 184 the number originally dialed by the caller and 186 representing the digits that the customer has supplied to specify the music request in response to this music request message the dsd ncp returns another queue call data message 150 this time with a routing number 154 representing the routing number for the desired 34 music 34 note that 34 music 34 can represent music silence jokes etc note further that the acp 112 may store an indication of the type of music preferred by a customer or may store a list of possible options keyed to a standard announcement for that switch thus making a music selection possible without querying the dsd ncp fig2 is a chart.