Music on Hold Options in the IP Office
November 23, 2011 in IP Office
There was a question in the forum on MOH so I thought Id round up some info on it:
Music On Hold
The system can provide music on hold (MOH) from either internally stored files or from externally connected audio inputs.Up to 4 different hold music sources are supported.
Legal Requirements
You must ensure that any MOH source you use complies with copyright, performing rights and other local and national legal requirements.
System Source
The first source is called the System Source. This source is numbered source 1. The options for this source are Tone (see Default Tone below), External (use the input to the AUDIO port on the system) or WAV File (a file called holdmusic.wav downloaded by the system).
Alternate Sources
IP Office 4.2+: The names of up to 3 alternate sources can be specified on the System | Telephony | Tones & Music tab. Each can be the name of a wav file. Alternatively they can be the base extension number of an analog extension port (IP Office 6.1+). These alternate sources are numbered sources 2, 3 and 4.
• The wav files are specified as WAV: followed by the file name. For example WAV:music2.wav for the file music2.wav. Once an alternate wav file source is specified, in situations where the system would download holdmusic.wav it will also attempt to download the alternate wav file.
• An analog extension port is specified as XTN: followed by the base extension number. For example XTN:224 for base extension 224. The analog extension must be one that has had its Equipment Classification (Extension | Analog) set to MOH Source.
WAV Files
The system can use internal music on hold files that it stores in its non permanent memory. The file properties should be: PCM, 8kHz 16-bit, mono, maximum length 90 seconds on a IP500/IP500v2 system (30 seconds on other systems). If a file of another format is downloaded it will be discarded from memory after the download.
The files, when specified by the System Source and Alternate Source settings, are loaded as follows:
• Following a reboot, the system will try using TFTP to download the file or files.
• The initial source for TFTP download is the system’s configured TFTP server (System | System | LAN Settings | TFTP Server IP Address). The default for this is a broadcast to the local subnet for any PC running a TFTP server.
• By default Manager acts as a TFTP server while it is running. If Manager is used as the TFTP server then the holdmusic.wav file should be placed in the Manager applications working directory.
• Memory Card Usage
• If no successful TFTP download occurs, the system will automatically look for the file on the control unit’s memory card (the system/primary folder) and will download it from there if found.
• If an internal music on hold file is downloaded, the system will automatically write a copy of that file to its memory card if present. This will overwrite any existing file of the same name already stored on the card.
• IP Office 6.1+: For files downloaded from a System SD card. The system will download the file again if the SD card is shutdown and restarted or if files are copied to the card or uploaded using File Manager.
External Inputs
A system can accept external audio input:
• AUDIO Port
If the System Source is set to External, the audio input to the 3.5mm port marked AUDIO on the back of the control unit is used following a reboot.
• Analog Extension Port (IP Office 6.1+)
The audio input from an analog extension port can also be used as any of the 3 alternate sources. The analog extension must be one that has had its Equipment Classification (Extension | Analog) set to MOH Source.
Default Tone
If no internal music on hold file is available and External is not selected as the System Source, then the system will provide a default tone for music on hold. The tone used is double beep tone (425Hz repeated (0.2/0.2/0.2/3.4) seconds on/off cadence).
• On IP Office 3.0(50)+: This option is only supported for the Italian locale.
• On IP Office 4.0+: This option is supported in all locales.
• On IP Office 4.2+: Tone can be selected as the System Source, overriding both the use of the external source port and the downloading of holdmusic.wav.
Controlling the Music on Hold Source Used for Calls
Unless specified, the System Source is used for any calls put on hold by system users. For any call, the last source specified for the call is the one used. The following options allow the source to be changed.
• Hunt Group
Each hunt group can specify a Hold Music Source (Hunt Group | Hunt Group). That source is then used for calls presented to the hunt group.
• Incoming Call Route
Each incoming call route can specify a Hold Music Source (Incoming Call Route | Standard). That source is then used for incoming calls routed by that incoming call route.
• Short Code (IP Office 6.1+)
The h character can be used in the Telephone Number field of short codes to specify the hold music to associate with calls routed by that short code. The format h(X) is used where X is the source number. This method can be used to specify a hold music source for outgoing calls.
Checking Music on Hold
The system short code feature Hold Music can be used to listen to the hold music sources.
• Pre-IP Office 4.2: The default system short code is *34# which allows you to listen to a system’s current music on hold.
• IP Office 4.2+: Dial *34N#, replacing N with the source number 1 (System Source) or 2 to 4 (Alternate Sources).
• Memory Card Usage
• If no successful TFTP download occurs, the system will automatically look for the file on the control unit’s memory card (the system/primary folder) and will download it from there if found.
• If an internal music on hold file is downloaded, the system will automatically write a copy of that file to its memory card if present. This will overwrite any existing file of the same name already stored on the card.
• IP Office 6.1+: For files downloaded from a System SD card. The system will download the file again if the SD card is shutdown and restarted or if files are copied to the card or uploaded using File Manager.
External Inputs
A system can accept external audio input:
• AUDIO Port
If the System Source is set to External, the audio input to the 3.5mm port marked AUDIO on the back of the control unit is used following a reboot.
• Analog Extension Port (IP Office 6.1+)
The audio input from an analog extension port can also be used as any of the 3 alternate sources. The analog extension must be one that has had its Equipment Classification (Extension | Analog) set to MOH Source.
Default Tone
If no internal music on hold file is available and External is not selected as the System Source, then the system will provide a default tone for music on hold. The tone used is double beep tone (425Hz repeated (0.2/0.2/0.2/3.4) seconds on/off cadence).
• On IP Office 3.0(50)+: This option is only supported for the Italian locale.
• On IP Office 4.0+: This option is supported in all locales.
• On IP Office 4.2+: Tone can be selected as the System Source, overriding both the use of the external source port and the downloading of holdmusic.wav.
Controlling the Music on Hold Source Used for Calls
Unless specified, the System Source is used for any calls put on hold by system users. For any call, the last source specified for the call is the one used. The following options allow the source to be changed.
• Hunt Group
Each hunt group can specify a Hold Music Source (Hunt Group | Hunt Group). That source is then used for calls presented to the hunt group.
• Incoming Call Route
Each incoming call route can specify a Hold Music Source (Incoming Call Route | Standard). That source is then used for incoming calls routed by that incoming call route.
• Short Code (IP Office 6.1+)
The h character can be used in the Telephone Number field of short codes to specify the hold music to associate with calls routed by that short code. The format h(X) is used where X is the source number. This method can be used to specify a hold music source for outgoing calls.
Checking Music on Hold
The system short code feature Hold Music can be used to listen to the hold music sources.
• Pre-IP Office 4.2: The default system short code is *34# which allows you to listen to a system’s current music on hold.
• IP Office 4.2+: Dial *34N#, replacing N with the source number 1 (System Source) or 2 to 4 (Alternate Sources).
