Music on Hold Anomaly!

[sleekelly]

Hello all,
I have a G650/s8720 system and I use SS-64 MOH CD music source connecting through a voice coupler to an analogue port to supply Music on hold to Customers when they wait in queue at a VDN and also when calls are put on hold internally. Recently, the music cd was changed and since the change, customers in queue get the previous music while calls on hold internally get the new music.
This is strange because there is just one music source. Cannot anyone explain why this is so and proffer solutions.
Thanks

 

[Gielo]

I assume you have an announcement card TN2501AP
It might be that you are using a recorded announcement with the old music in some of the call flows.

Hope this helps

 

[sleekelly]

Yea i have an announcement card TN2501AP but i don't have the music currently playing to incoming external calls when they are on queue recorded on it. It used to be played from the MOH cd player. How could it be that it is still playing after being replaced.?

 

[Ronster]

Do a "list trace station" on your own extension and dial the VDN. You should be able to see the port where the MoH is playing from.

Ronster
"If you’re too open-minded, your brains will fall out.

 

[sleekelly]

when i do a "list trace station" on my own extension and dial the vdn, the port displayed is the analogue port where the MOH player is connected. But why is that that the current music which is heard by internal callers is not heard by external callers?

 

[Ronster]

Are you absolutely sure that the external callers are hearing something different? Have you dialed externally to check?

Are you perhaps listening to old call recordings?
Do you have any other PBX's that the call might be going through?

Ronster
"If you’re too open-minded, your brains will fall out.

 

[sleekelly]

Hello all,
This issue has been resolved. It turns out that somewhere between the IVR and the Avaya Switch exists a Jutebox that play music to a customer while the IVR is still trying to transfer the call the the switch. This jutebox has been the one that has been playing the differnt music i complained about. A copy of the new desired music has been given to the IVR team to play on the jutebox so we could have uniformity.
Thanks all for your efforts. It was with help here that i became so sure that the strange music was not coming from tha avaya system,hence a probe outside the system