Music On Hold - Description

Music On Hold (MoH) provides callers with music or information while they are waiting for a call to be completed.

The music or information source is provided by the customer and is played when a call is on Hold, transferred to a busy or ringing station, camped-on to a station, or queued to an ACD path, ring group, or other destination. Optionally, callers can Suppress Music on Hold.

IMPORTANT: Use of the Music on Hold feature may fall under applicable copyright laws or other provincial, local, state anederal rules, regulations and/or statutes, and may require that you obtain a license from the local performing rights society or copyright owner before you can provide music on hold to telephone users. Contact your music supplier for more information.

There are three types of Music on Hold and four types of Music on Hold sources.

Music on Hold types

• Call Coverage Based or User Based - Uses the MoH source assigned in the Call Coverage Services form to the user holding the call or the destination the call is queued on.

• Zone Based - Uses the source provisioned for the user or destination zone in the Network Zones form.

• System Based - Uses the default source when the above types are not provisioned, invalid, or otherwise inappropriate.

For more information, see Workgroup and Branch Office Music on Hold.

Music on Hold sources

• Analog

• Embedded

• Live Music on Hold Over IP

• USB (EX platform only)

For information on configuring USB as a Music-on-Hold source, refer to System Audio Source Update.

NOTES

• For EX platform, you require a Linux–compatible USB audio card to use an external Music On Hold source.

• Embedded and MoH Over IP are the only sources available for Call Coverage-based and Zone-based MoH use.

• In a tenanted system, each tenant can have its own Music on Hold source. The music sources are programmed as analog phones. For more information, see Tenant Music on Hold Sources.

MiVoice Business controllers uses one channel of the E2T function for every device listening to a music source (whether that source is analogue, or embedded). Although only a single echo canceller is used in either case, the heavy used of the E2T channels could cause blocking on trunk calls or other features. Similar limitations exist in the media server within server-basedMiVoice Business for Industry Standard Server, MiVoice Business Virtual MiVoice Business platforms. See the MiVoice Business Engineering Guidelines for more information.

Analog Music on Hold

Analog Music on Hold is provided by an external music source (a radio, for example) connected to any one of the following (see the Hardware Technical Reference Manual for specifications):

• Music on Hold connector on the back of a controller with Embedded Analog

• Music on Hold connector on the back of a Universal ASU

Embedded Music on Hold

Embedded Music on Hold is provided by an audio file downloaded to the controller. The audio file must be in the following format:

• Audio type: Microsoft Windows WAV (.wav)

• Audio format: CCITT u-Law or A-Law 8.000 kHz, 8 Bit, Mono

• See System Audio Files Update for the maximum size of the audio files.

TIP: When extracting a file from  a CD (for example, from your corporate Music on Hold CD) using a "CD ripper" application, choose a sampling rate as close as possible to 8 kHz. This helps to prevent audio distortion introduced when converting a WAV file from a high sampling rate to a low sampling rate.

When an audio file is downloaded, its audio amplitude is normalized by the controller to ensure uniform sound level and compliance with telecommunications regulations.

You can download audio files to a single controller using the System Audio Files Update form, or to multiple nodes using MiVoice Enterprise Manager (see your Mitel dealer for information on Enterprise Manager).

Live Music on Hold over IP

Live Music on Hold (MoH) over IP uses a SIP device as an MoH source. The device is typically a PC with an Internet connection or other third-party MoH server solution approved by the Mitel SIP Center of Excellence. The call-processing flow for such a solution is as follows (refer to Figure 1):

• Emulated IP or SIP phone A3 is configured as IP music source.

• When MiVoice Business rings A3, it expects the emulated IP or SIP device to answer automatically.

• When A3 answers, MiVoice Business connects its RTP TX channel as the audio source and live music plays continuously on A3.

• MiVoice Business maintains A3 in talk state with no other party.

• Now A1 calls A2.

• A2 answers the call and puts A1 on Hold.

• A1 hears the live music played on A3.

Figure 1: Example Live MoH over IP Solution

Keep the following points in mind when planning Live Music on Hold over IP

• The Music Source - Directory Number field is not SDS shared.

• The SIP or IP telephone DN is programmed in the System Access Points form which means you cannot program it in ACD and Tenant as a music source and the other way around.

• Any SIP or IP telephone DN that is configured as a music source in the System Access Points, Tenants, ACD Path and ACD Express Groups forms cannot be deleted or changed through the Station Attribute, Multiline IP Sets, and User and Device Configuration forms.

• Live Music on Hold over IP does not support Resiliency Resilient networks are made up of network elements that provide reliable fail-over mechanisms-either within the device or through working in conjunction with other network elements in order to ensure that all network devices can be used simultaneously. In this way the failure of one device will not bring down the entire network, thereby eliminating single points of failure on the network. A truly resilient network will provide the maximum amount of network uptime without requiring an entire duplicate network..

• No logs are generated when there is no-audio from the live music source.

• An IP or SIP device license is consumed when the device is used as a music source for Live Music on Hold over IP.

• SIP endpoints must be Full Service, IP endpoints using MiAudio (MultiDevice/IP Device only will not work).

Suppress Music on Hold

Callers can suppress MoH during an ACD call. Once enabled, the MoH is suppressed each time the call is placed on hold.

To program suppress MoH:

1. Feature Access Codes form

• Assign a Feature Access Code for Suppress Music on Hold.

2. ACD Path Interflow Dialing Lists form

• In the Digit N - Redirection Digits field, assign Suppress MoH FAC as the destination number to a digit.

Conditions and Feature Interactions

Music on Hold

• Up to 65 sources of music can be connected to an expanded MXe system (one for the system Music on Hold and up to 64 for tenant Music on Hold or ACD embedded music on hold).

  NOTE: Although provisioned using the Tenants form, tenant Music on Hold does not require the implementation of a full tenanting solution. However, all tenants must have the same configuration as the landlord (tenant 1) with the exception of the MOH source.

• Up to 9 sources of music can be connected to a CX II or CXi II system (one for the system Music on Hold and up to 8 for tenant Music on Hold or ACD embedded music on hold).

• On a DPNSS network, the music or information source is provided from the same system that activates the Hold service if the Local Music on Hold Source COS option is set to "Yes". See the Class of Service Options form for details. 

• If a call from a remote switch is answered by a RAD before being queued to an ACD path, the caller will not hear music unless there is a Music on Hold source at the local switch.

Suppress Music on Hold

• The sMoH feature will not block Recorded Announcement Device (RAD) messages, it will only suppress Music On Hold.

• The sMoH feature is available to all callers queued to an ACD Path.

• ACD Express will not support the sMoH feature.  

• The sMoH feature will persist:

- When a call that has enabled the sMoH feature is requeued to another ACD Path.

- When a call that has enabled the sMoH feature interflows to another destination.

- Even through an Attendant Recall (Transfer Recall, Hard Hold Recall).

- Even through a Attendant Serial Recall.

- Over all call forwarding attempts.

- When being parked and recalled. 

- Even if the call is picked up from another destination.

- Over all call rerouting attempts.

- Over all call waiting swap attempts

• The sMoH feature will not function during a Conference call.  

• When calling through Direct Inward System Access (DISA), if a called destination terminates the call, the call is restarted. The sMoH feature will be cleared from the caller at the time call is restarted.

• When using External Hot Desking, if the called destination terminates, the External Hot Desk User (EHDU) may (configurable) be provided dial tone to make another call.  This will reset the sMoH feature.

• When being held across a network, the sMoH feature will be applicable regardless of which music source is selected for Music on Hold (i.e. Local Music on Hold).

• When performing Hold on Hold, each party will use it’s own sMoH feature setting to determine whether or not MoH is to be applied.

• The sMoH feature will apply silence instead of Music on Hold when Music on Hold on Transfer is enabled.

• The sMoH feature applies to the caller only. If a caller with sMoH feature enabled, enables Silent Monitoring, they may still hear Music on Hold based on the monitored device’s call.

• If an external or an internal caller has enabled sMoH and is repeatedly put on hold, they will not hear MoH on each hold attempt.

• Music on Hold On Transfer