External Music on hold issue

[MaximusCPT]

Hi Guys,

I am having an issue where i dont get any music on hold when a user dials in from external(when user is put on hold just gets silence). Music internally is not a problem. we are currently running 3 MGC cards 1 with a 96 port DSP card and 32 port DSP card the other 2 MGC's have one 32 port DSP cards per MGC. all DSPs are idle. we have 30 mus con licenses and are using a Universal trunk card for the music on hold. we are running a Rls 7.0 CS1000e system. the tds and conf are as follows:

CONF
MGTDS IPMG IPMG_TYPE
060 000 0 MGC
062 000 0 MGC
064 004 0 MGC
066 004 0 MGC
068 008 0 MGC
070 008 0 MGC
MGCONF IPMG PORTS IPMG_TYPE
061 000 0 30 MGC
063 000 0 30 MGC
065 004 0 30 MGC
067 004 0 30 MGC
069 008 0 30 MGC
071 008 0 30 MGC


and i have added the music route to the FTR_data as well as all the routes. the music route which i have programmed is as follows:

REQ: prt
TYPE: rdb
CUST 0
ROUT 40
TYPE RDB
CUST 00
ROUT 40
DES MUSIC
TKTP MUS
NPID_TBL_NUM 0
VTRK NO
CNDP UKWN
ICOG OGT
SRCH RRB
STEP
BDCT YES
ACOD 3985
TARG
CLEN 1
OABS
TIMR ICF 512
OGF 512
EOD 13952
DSI 34944
NRD 10112
DDL 70
ODT 4096
RGV 640
GTO 896
GTI 896
SFB 3

IENB 5
SST 5 0
DTD NO
SCDT NO
2 DT NO
NEDC ETH
FEDC ORG
HOLD 02 02 40
SEIZ 02 02
RGFL 02 02
CDR NO
NATL YES
CFWR NO
IDOP NO
MUS NO
PANS YES
TTBL 0
OHTD NO
ALRM NO
TIDY 3985 40
SGRP 0
ARDN NO
CTBL 0
AACR NO


DES MUS
TN 004 0 02 00 VIRTUAL
TYPE MUS
CUST 0
XTRK EXUT
TIMP 600
BIMP 600
AUTO_BIMP NO
NMUS YES
RTMB 40 1
DATE 16 MAR 2011


i am at wits end, i dont know what else to try. Please if you have any idea what the issue could be your help would be greatly appreciated

thanks,
Max

 

[SL1M1]

Have you got MUS set to YES and the MRT X (Music Route) set in your External Route/s

Cheers!!

 

[MaximusCPT]

Yup MUS and MRT is set on all incoming and out going routes to point to the music route.

 

[SL1M1]

Maybe Broadcast licence issue or PKG (EMUS EnhancedMusic)
PKG 119 and MUS PKG 44 ? not sure on CS Rls.7

Cheers!!

 

[MaximusCPT]

Yup i checked for both packages and they are there. its the weirdest problem and i am having no luck sorting it out.

 

[GHTROUT]

I am not sure why NMUS=YES (anyone know?)

I would just try it set to NO

--
Nortel Resources at GHTROUT.com
--

 

[Reusser]

There is a patch that looks simular to your problem
View Only so will have to go to AVAYA to get

MPLR30593

Problem description :

External call comes to an ACD agent which is acquired by CCMS, after answering
the call if agent puts the call on hold, the external caller not getting any
music.

Expected results:

Caller has to get music when agent puts the call on hold.

Actual results:

Caller is not getting music when agent puts the call on hold.

Impact : External caller thinks agent dropped the call because he is not able
to hear music.

 

[MaximusCPT]

ok we finally got it sorted. during the trouble shooting process we used the avaya site to check what loadware was missing and the site said loadware DSP5AB01 was missing, we loaded this loadware as we are running 128 port DSP cards. once the loadware was on it broke everything so we removed all the loadware, loaded all the loadware below and it sorted out all the MOH issues


MGCCBD02
MGCMAB01
MGCABA07
MGCFAA18
MGCBBA07
DSP1AB03
DSP2AB03
DSP3AB03
DSP4AB01
DSP5AB01
UDTCAA42