MOH not working, but F86 does

[jkupski]

I've got a rather weird problem: When callers are put on hold, they're not hearing MOH, they just hear silence.

Under System Programming -> Featr settings, "On Hold" is set to Music. If I change it to tones, I still hear silence. The really weird thing is that the MOH system is working fine, and is punched down properly. If I hit F86 on a set, music plays normally.

Any ideas?

 

[coolcruiser98]

IS THIS A REFURBISHED SYSTEM? OR NEW?
TRY RESETTING THE KSU AFTER YOU PROGRAM MUSIC

 

[jkupski]

This is a production system that has been running for six years. Problem has started in the last month or so.

I will try a KSU restart at my next opportunity.

 

[curlycord]

and is punched down properly....

Yeah I have heard that before...inexperienced lazy techs punching down headset cords which is stranulated wire, make sure thats not the case. Same goes for mod cords on ATAs etc.

Also not using a resistor and going straight from headset port to KSU can damage the KSU port if not the specified ohms.

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curlycord

http://www.curlycord.com

 

[gforce9]

Either that resource is 'locked up' (which a reboot would cure) or internal h/w fault. Since F86 is working, it is getting to the system ok.

 

[jkupski]

Curlycord: if it weren't punched properly, there would be no music on F86. Also, as noted, this is affecting the "tones" hold mode as well. MOH source is a Valcom V-9982, run to a terminal block (screw terminals, no stranded/solid issues here) then punched down with solid conductor UTP wire. It hasn't been touched since the (Nortel certified) techs did the install in 2003. This isn't a jury rig.

gforce: if a reboot doesn't free up the resource, do I have any troubleshooting options other than replacing the KSU?

 

[gforce9]

If you can, get a backup of the system first, then reboot. Only if that doesn't work, think about replacing h/w. What s/w release are you dealing with? I know after rls 3 (4.0,-7.1), some functions like conferencing and hunt groups reside on the v-ram cartridge as memory was placed on the v-ram to accommodate new features. I presume, though, that M.O.H. is on the KSU.

 

[jkupski]

Software is 6.0XC. Will backup, reboot, then if that fails, call vendor for possible HW replacement.

 

[gforce9]

Let us know how it goes.....

 

[curlycord]

I gave 2 valuable tips for most issues with MOH and BGM
BTW dont think a certified tech is perfect, none of us are.
My reply was to make you aware as a user.

Fact is I read wrong anyway sort of.... lol, I read into your first sentence only that did not mention tones, also your last sentence tells us everything is working just fine like it should "The really weird thing is that the MOH system is working fine" but the title states MOH is not working.

So realy... "we have a KSU where MOH does not work but BGM works fine,you get no tones or music when on hold".

In any case my first tip is in case it's not getting enough juice from the music source to accomadate both BGM and MOH.
If you have a coupl strans hanging on then thas not much for 2 items that require the source.

The second tip could also be why your having your problem and the damage might be done and the port blown.
I do believe MOH is on the KSU cabinet motherboard, replace the cabinet but note if you have a PRI then you need to get the vendor to re-generate a PRI code for the new system ID that is on the new cabinet and Nortel require that you ship them the replacement....if no PRI then dont deal with Nortel.

Maybe a F** startup and re-program from scratch in an attempt to get the glitch/s out of the software.
Like re-installing Windows or a defrag, always good to do a reisntall of programming specialy after 6 years, system might be more resonsive also.

Upgrading software is 50/50, it might kick the glitch or it will carry over.....maybe try it to 7.1 if in your budget.

Presume you have NRU and a RAD to back it up on your own, a restore might also help.

So things that might kick a glitch are reboot, restore, startup, upgrade.

Things to try in order?

-Try another music source
-Reboot
-Replace all wiring including Amp cable and make sure connections are proper and make sure the Ohms are correct.
-Backup programming
-Restore programming
-Upgrade to 7.1
-Reprogram from scratch
-Replace Cabinet

If I had to gamble I might go with a gitch on this one.

Cheers
Judge, Jury and Executioner









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curlycord

http://www.curlycord.com

 

[RikRodgers]

One other thing- BGM can be amplified by the sets. To be sure you've got enough volume, use a butt set, or crank up the volume on your MOH device. If that doesn't work, reboot.

Having On Hold set to Tones should work, anyway.

I also suspect sw corruption.

 

[NETWT]

Best Thing is a 600 or 800 ohm Output Music Source
You need to get Rid of the Cheap CD Player
Sounds Like you Are using a cut off ear Bud

 

[RikRodgers]

He's using good equipment, and tones aren't even playing when they're selected for on hold.

 

[NETWT]

I dont know
Sounds fishy to me
BGM works but Tones dont
I dont know sounds fishy to me
If thats the case replace the KSU
Sounds fishy to me

 

[RikRodgers]

Any luck, jkupski?

This is an interesting problem. Let us know what fixed it.

 

[jkupski]

Haven't had a chance to schedule downtime for the reboot yet. Currently, from the perspective of the users, this is an annoyance level problem instead of something critical (humorous tangent: two people have come to me and said "thank god you got rid of that awful hold music!") so the reboot will wait until I can schedule a window well outside of business hours.

Once I get it done, I'll report back--one of my pet peeves is people who post a question, then never followup (or worse yet, post nothing more than "fixed it myself.")

 

[curlycord]

Thanks jk

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curlycord

http://www.curlycord.com

 

[jkupski]

Reboot accomplished today, did not resolve problem. Looks like KSU replacement is in my future.

 

[jkupski]

Further testing shows that the above is incorrect. The MOH is now working for external callers, but internal set-to-set callers still hear silence on hold.

I'll probably just live with it instead of replacing the KSU. External callers were my big concern (to avoid dropped calls on hold) and the internal users seem happier without the music.