Workgroup/Branch Office Music on Hold

Workgroup and Branch Office Music on Hold (MoH) plays different audio sources to PSTN and internal callers who are placed on hold or queued to a ring group or other destination. The source played is determined by the Call Coverage Service or Network Zone of the call holder or destination to which the call is queued.

Using this feature you can provide MoH that is based on the holder’s location or group membership. The system-based MoH source by contrast uses the same source for all calls.

ACD paths that are assigned music sources become the priority source for the group over MoH source precedent order. If no ACD music sources are provisioned, the Zone music source will be used if available. An ACD path not in a Zone, is considered in the default Zone of the host switch and uses its MoH source if available.

A call direct to the ACD agent plays the Call Coverage service MoH assigned to the agent. A call to the ACD path answered by an ACD agent plays the ACD path MoH.

NOTE: This feature is intended for network topologies spanning no more than two nodes. Clusters larger than this can deploy the feature but managing the audio sources becomes difficult. (SDS does not provide audio source synchronization).

Call Coverage Based MoH

Call Coverage based MoH works by looking at the Call Coverage index assigned to the user (Figure 1). If one exists, and it has a valid audio source, the system will play it when the user puts a call on hold. This applies to direct calls to the user and to calls the user originates. It does not apply to calls distributed to the user through a group that supplies its own music source. See Music on Hold for Workgroups for more information.

Zone Based MoH

Zones are used to provision location-based services including default billing numbers, CESID, and Call Admission Control. This makes them the best choice for configuring MoH in a branch office deployment with a centralized host (Figure 2).

When calls to a group or user are placed on hold or queued, the MoH applied comes from the Zone that the terminating switch is in.

Music on Hold for Workgroups

Music on Hold for workgroups is provisioned using either Call Coverage Services or Zones. The type of group (hunt, ring, MdUG, etc.) that the workgroup members are in partly determines which of the two you can use. Another consideration is whether the members are in the same Zone.

If it's a ring group, for example, you can use either Call Coverage or Zones; if it's a hunt group, you can only use Zones. When both MoH sources are provisioned, the Call Coverage source takes precedence.

If the members are in different Zones (figure 3), then you should use Call Coverage to provision MoH for the group.

Music Source Selection

In general, the decision to apply a particular music source when more than one is available depends on the party who placed the call on hold or the entity (e.g., ring group or ACD path) that the call is queued against.

When a device originates a call and puts it on hold they will always use their assigned MoH source (Call Coverage or Zone). The only exception is members of a PRG/MdUG or a Single or Linked Suite, which will always use the primary member's MoH.

In the reverse case (terminating party places member on hold), the call distribution method determines which music source gets used. Calls distributed through a ring group or hunt group will use the group's MoH not the member's. Calls direct to the member will get the member's MoH.

Queued calls behave the same except that the queuing party may also receive announcements along with music . Announcements get played first.

Other factors described in the next section also figure in music source selection—for example, the type of user or device that originated or terminated the call. (Some types only support Zone music sources.) The Local Music on Hold and Music on Hold on Transfer COS options are another factor.

Conditions and Feature Interactions

General

Backwards compatibility only applies when the originating node is running older software. If the remote member of a clustered ring group has local music on hold enabled in its COS and is hosted on a node running older software, the Workgoup/Branch Office MoH feature will not be available. The caller will hear the system music source of the holding member.

Resiliency and Clustering

Other Features

Programming

To program Workgroup/Branch Office Music on Hold:

Set up the Embedded Music on Hold or Music on Hold over IP sources.

Network Zones form (if using)
Select the audio source, Embedded or IP Endpoint.
Select the index number of the audio file (for Embedded Music Source)

Enter the DN of the IP port streaming the live music (Music On-Hold Music Source field)

Call Coverage Services (if using) form

Complete the Music on Hold fields as described in the previous step.

In the following forms, assign users and other valid termination points the appropriate Network Zone or Call Coverage Service index:

NOTE: You can complete the forms and share the configuration data with other nodes in the network before you provision the music sources. The sources cannot be shared; they must be manually provisioned on each node. Once the data is shared, embedded sources are brought into service immediately after the audio files are uploaded. IP music sources are brought into service within 15 minutes of provisioning the source endpoint.

Call Holder/Queued Destination	MoH Source Applied to Held/Queuing Party	Notes
Attendants/Non Prime Attendant Group (LDN)	The Call Coverage source of the attendant console. If none is provisioned, the attendant's Zone source is used, followed by the default ICP Zone, and then the system default MoH if none of the others is provisioned.	Attendants can be assigned Call Coverage in the Station Attributes form. Call coverage for attendant groups is not supported.
ACD Paths	See above.
ACD Express	Not supported by Workgroup and Branch Office Music on Hold.
ACD (Network)	Not supported by Workgroup and Branch Office Music on Hold.	Calls are presented the agent's audio source. If none is provisioned, or local Music on Hold is not enabled in the agent's COS, the hold request gets handled by the originating node.
Brokers Call	Follows the rules for call originator and call terminator depending on the direction of the call.
Call Park	The park destination's source. This means the music may change after the park is complete because the call gets placed on hold before the park is performed.
Call Park Recall	The source of the user who parked the call if Music on Hold on Transfer is enabled in the trunk COS. When the recall occurs, the parked party may hear the music change if the park destination and the user who parked the call have different sources.
Call Waiting Swap	Follows the rules for call originator and call terminator depending on the direction of the call.
Campon	The camped-on destination's source.
Conference and Conference Split	Follows the rules for call originator and call terminator during conference setup. When the conference call is split the held party receives the music of the party who performed the split regardless of the direction of the call before the conference setup.
Embedded Voicemail Multi-Level Auto-Attendant	The Zone source of the hunt group pilot number containing the Auto-Attendant ports. Individual members in the hunt group can be assigned Call Coverage and Zones. If no Zone source is available at the group level, the members' Call Coverage and Zone sources are used.
Hard Hold	Follows the rules for call originator and call terminator depending on the direction of the call.
Hot Desk User (Logged In)	HDU's Call Coverage source. If none is provisioned, the Zone source of the registration DN is used.
Hot Desk User (Logged Out)	HDU's Zone source. If the Zone assignment method in the User and Services Configuration (USC) form is set to Default, the Zone used to determine the MoH source will be the ICP default Zone. Otherwise, it's the source of the specified Zone (i.e., the manually configured Zone in the USC form)	If this is unacceptable, provision the user with the higher priority Call Coverage Services.
Hot Desk User -External	EHDU's Call Coverage source. If none is provisioned, the Zone source of the user is used.	EHDUs can be assigned a manual Zone in the USC form; otherwise, the default Zone will be used.
Hunt Groups	The Zone source of the hunt group pilot number. If none is provisioned, the source for the default ICP Zone is used, and then the system default MoH source if none of the others is provisioned.
Hunt Groups - Networked	Not supported by Workgroup and Branch Office Music on Hold.	See Conditions and Feature Interactions
Key System and Multicall User	Source of the group's prime member. If the group is a phantom group, meaning there is no prime line device, the Zone of the device placing the call on hold is used.	If this is unacceptable because the key or multi call is distributed across multiple Zones, configure a ring group and use Call Coverage.
MdUG or PRG member	Call coverage source of the prime member. If none is provisioned, the Zone of the prime member placing the call on hold will be used.
Music Key	The system default music source.
Network Attendant Recalls	The recalled attendant's source.
Non Prime Broadcast Group member	The member's source unless the call was distributed through a group, in which case the group's is used.
Recalls	The recall destination's music if Music on Hold on Transfer is enabled in the trunk COS. This means the music changes if the transfer destination and the transferor have different music sources provisioned.
Ring Group	The Call Coverage source of the Ring Group pilot number. If none is provisioned, the group's Zone source is used, followed by the default ICP Zone, and then the system default MoH if none of the others is provisioned.	The source used for calls to the ring group pilot is never the source of the individual users.
Ring Groups - Clustered	The Call Coverage source of the Ring Group pilot number for local calls. If the call is remote from the ring group, meaning its coming over an IP trunk or DPNSS trunk and the member who put the call on hold is remote from the ring group, the music will be provided by the ingress (transit) node. If the member is from a remote node running an older release of MiVoice Business 8.0, the trunk COS is checked for the Local Music on Hold option. If the option is enabled, the MoH gets applied from the member's node.
SIP Device User	SIP devices are treated the same as other phones in the system.
Suite/Linked Suite members	The prime member's Call Coverage or Zone source.
Transfer	The group's source for transfers to the group pilot DN or the user's for direct transfers to the user's DN. When Music on Hold on Transfer is enabled in the trunk COS, the call gets the music on hold of the transfer destination. This means the MoH the caller hears changes as the call is transferred to the new destination.	When Music on Hold on Transfer is disabled, the call gets ringback.
Uniform Call Distribution (UCD) Automatic Attendant	This feature uses Recorded Announcement Device (RAD) to provide the caller with an announcement and the ability to dial out to a destination. RADs support both Call Coverage and Zones. Calls made to the RAD and subsequently transferred follow the precedence rules for Workgroup and Branch Office Music on Hold.	RADs can be assigned Call Coverage and Zones in the Station Attributes form.