Music on hold

If a user is put on hold, music or voice texts can be played to him. Here you can set the settings for this feature and load audio files.

Music on hold is played for all internal and external calls according to the following settings. Exceptions can also be defined in the configuration of the call distribution elements (Music on hold setting in the Call distribution element overlay window, which is accessible in expert mode via the Routing view).

To be able to play music or information to the user on hold, you need to play back an audio file. An audio file with a standard melody ("moh.wav") is stored on the communication server. It can be replaced by another file if required. Alternatively a hold tone can also be played or nothing at all (silence).

Function codes can be used to record a text via the phone or to make a recording using an audio device connected to the audio input.

With an external audio source you can also feed audio data in directly via an audio device connected to the audio input.

Table 1. Settings for music on hold
Parameter	Description
Music on hold	Welcome announcement: The user is played the welcome announcement defined under Welcome announcement. Silence: The user hears nothing. External audio source: The user on hold hears music from the audio device connected to the communication server’s audio input. Internal audio source: The user on hold is played the wave file that is located in the communication server’s file system and currently activated. The file playback is endlessly repeated. Hold tone: The user on hold is played a regularly recurring dual tone.
Welcome announcement	Select here one of the welcome announcements created for the announcement service. Note: If no welcome announcement is available for selection, then no announcements have been created. Welcome announcements are created in the Announcement service view.
Music volume	The volume of the external audio source can be regulated at 8 levels.

Table 2. Choice of audio file
Parameter	Description
File name	Selection field with the name of the wave file used for the internal audio source. Note: The wave file must be located in the "/voice/music" subdirectory on the file system and have the right format. If not, nothing will be played back.

Recording music on hold with phone or audio device

You can create your own audio files with music or text information using audio equipment connected to the audio input. You can also create audio files with voice information without music using a phone.

Table 3. Function codes for managing music on hold
Function	Function code
Recording with the phone	*914 #
Recording via communication server audio input	*924 #
Check recording	#914 # or #924 #
Delete recording	#914 # or #924 #

To start the recording, proceed as follows:

Enter the recording procedure.

You hear a long start tone.
Speak the text you wish to record or start the audio device.

You can monitor the recording made via the audio input using the terminal’s handset.
End the recording by going on-hook or by pressing the Stop Foxkey.

The recording is automatically stored as a wave file in the file system.

notes:

A user can only carry out the function codes if he has been allocated an authorization profile with the right Audio services. Also the user PIN must not be set to the default value “0000”. You can configure both settings in the user configuration For this, click in the User list view on the corresponding user.
The recording procedure overwrites the wave file activated in the file system.

Uploading music on hold as wave file

You can also load existing records in form of a wave file onto the file system. To do so proceed as follows:

Click the Browse... button and select the wave file you want to load.
Click the Apply button to run the upload.

notes:

The audio file must have the “.wav” file name extension and be stored in the format “CCIT A-Law, 8 kHz, 8 bit, mono”. The communication server will be unable to play back audio files that do not have the correct format.
If the file system already contains an audio file by the same name, it will be overwritten.
The file played back is always the file entered under File name in the text field. If the file system does not contain a file by that name, nothing is played back.

Tip:

Several files can be uploaded to the file system, provided they each have a different name. The uploaded files can also be seen in the file browser under voice/music/. Files can also be uploaded and/or deleted there.

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