[Oreka-user] Call waiting problem

I have a call center controlled by the CISCO software and have a problem with call waiting action. There are two ways to put on hold the caller: 
1) From the phone itself In this case generate an audio file, but will not hear the caller. 
2) From CISCO Agent In this case several audio files are generated (one for each call waiting action) 
Any idea what happens?
I want is that only an audio file is generated in any case
Best regards