MOH question

[wheelma2]

I just took over IT support for an office with an IP406 R3.1, and I'm not real familiar with IPO's.

One complaint I inherited is this...

All calls are answered by the AA, and the most used option for callers is option 2 (which transfers them to the office manager). When the call is transferred by the AA, the caller is placed in dead silence... rather than hearing ring tones.

After some investigation, I discovered that they have a CD player attached to the MOH input and the "repeat" feature doesn't seem to be working properly.

I informed them that this is probably not a legal MOH source since the music is likely copyrighted. They're ok with me disabling MOH in hopes that the callers would hear ring tones instead.

My questions...

Do I simply have them disconnect the MOH source and ring tones will magically reappear? ...or do I have to reboot for ring tones to reappear? ...or will callers never hear ring tones no matter what I do?

 

[IPOfficeIreland]

system telephony - hold music - change from external to tone

legal - you simply pay the music rights organisation a yearly fee, when they catch you

you would be better off using uploading the moh file as an internal wav file - no repeat problem. 4.2 allows 4 moh files up to 90 seconds.

 

[IPGuru]

reconfigure the VM to use an ordinary transfer not an assisted transfer is possible

assisted transfer keeps the caller on hold & ties up the VM port untill connected, an ordinary transfer does not keep the call & the caller hears ringtone.

 

[wheelma2]

TheTaker-
I think I follow you, but I don't see a "hold music" option on the Telephony tab of the System settings.


IPGuru-
It looks like they're using "Integral" voicemail. So far I'm not finding any place to change from assisted to ordinary transfer....?

 

[amriddle01]

It is there, when you find it set ot too tone if it is there (I don't think it is on 3.1) if tone is not there set it to internal, make sure the tftp server address is pointed to the PC running Manager, download this file

http://downloads.nimans.net/avaya/microsite/technical/holdmusic.wav

and put it on the PC running manager here C:\Program Files\Avaya\IP Office\Manager then save config (which should reboot) and it will give a "beep beep" instead of silence.

ACS - IP Office Implement

 

[JesusMC]

I did some checking recently when we started looking into hold music. I could be wrong, but I think classical music (like mozart and bach) is legal to play on hold. That's what we are using.

And to get around the repeat problem, we bought a cheap mp3 player. It's been working like a champ.

Jesus*MC*

 

[JesusMC]

Or go here

http://www.royaltyfreemusic.com/free-music-loops.html

Jesus*MC*

 

[wheelma2]

When I am on the Telephony tab of the System Configuration, I absolutely do not see a drop down for "Hold Music".

The only things I see including the word "Hold" on the Telephony tab are a field for "Hold Timeout (secs)" that is set to 120 and a check box for "Auto Hold" that is selected.

I'd love to change the setting to "Tone" if I can find it, or I'll even change to "Internal" and use a wav file... I just can't seem to find where to make this change!!

I've taken a screen shot of the Telephony tab, but I don't have a site to post to and include a link....

Thanks-
Marc

 

[wheelma2]

Let me share some additional information for comparison's sake...

The system in question is IP406 DS 3.1 (658902), and I'm managing the system by using VNC to connect to a PC in the office, which is running IP Office Manager 5.1 (29).

Another system I support is an IP403 3.2 (17), and I'm managing it by using VNC to connect to a PC in the office, which is running IP Office Manager 5.2 (17).

On the system in question, I see nothing regarding MOH in the System > Telephony configuration.

On the second system I have an additional option in the System > Telephony configuration... "Use External Music on Hold". It is not checked on that system. I wonder... is this additional field only there because I have a newer version of the Managment app or is it added because of system capabilities?

In other words... can I upgrade the management app on the first system and that field will appear with a check-mark in it?

 

[mattKnight]

In other words... can I upgrade the management app on the first system and that field will appear with a check-mark in it?

No.

Are the destinations in the AA groups or extensions

If they are groups, change the transfer type to normal transfer rather than assisted / supervised

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[wheelma2]

All AA destinations are set as "Normal Transfer"...