Each system can provide music on hold (MOH) from either internally stored files or from externally connected audio inputs. Each system has one system source and then a number of alternate sources (up to 3 alternate sources on IP500 V2 and 31 alternate sources on Server Edition).

You must ensure that any MOH source you use complies with copyright, performing rights and other local and national legal requirements.

WAV Files

The system can use internal files that it stores in its non permanent memory. The WAV file properties must be in the format listed below. If the file downloaded is in the incorrect format, it will be discarded from memory after the download.

• PCM, 8kHz 16-bit Mono.

• Maximum length: 90 seconds on IP500 V2 systems, 600 seconds on Linux-based systems.

The first WAV file, for the system source, must be called HoldMusic.wav. Alternate source WAV file names:

• Up to 27 IA5 characters with no spaces.

• Any file extension.

• On Linux-base systems, the filename is case sensitive.

The files, when specified by the system source or an alternate source setting, are loaded as follows:

• Following a reboot, the system will try using TFTP to download the file or files.

• The initial source for TFTP download is the system's configured TFTP Server IP Address (System | System | LAN Settings). The default for this is a broadcast to the local subnet for any TFTP server.  

• Manager can act as a TFTP server while it is running. If Manager is used as the TFTP server, then the wav file or files should be placed in the Manager applications working directory.

  Note:

  The following Manager settings are disabled by default:

  • Security Settings | Unsecured Interfaces | Applications Controls | TFTP Directory Read

  • File | Preferences | Preferences | Enable BootP and TFTP Servers

• On Linux based systems, if no successful TFTP download occurs, the system automatically looks for the files in the opt/ipoffice/tones/mohwavdir folder (disk/tones/mohwavdir when access using file manager).

• The name of the system music .wav file should be HoldMusic.wav. The name of alternate source .wav files should be as specified in the Alternate Sources table (System | Telephony | Tones and Music) minus the WAV: prefix.

WAV File Download and Storage

• If no successful TFTP download occurs:

  • On IP500 V2 systems, the system automatically looks for the file in the system/primary folder on the System SD card and downloads it from if found.

  • On Linux based systems, the system automatically looks for the file in the folder opt/ipoffice/system/primary folder (disk/system/primary when accessed using file manager) and downloads it from there if found.

• If a music on hold file is downloaded, the system automatically write a copy of that file to its memory card, overwriting any existing file of the same name already stored on the card.

• For files downloaded from a System SD card, the system will download the file again if the SD card is shutdown and restarted or if files are uploaded to the card using the Embedded File Manager.

• The system will download the file again if new files are copied to the disk or uploaded using File Manager.

Tone

If no internal music on hold file is available and External is not selected as the System Source, then the system provides a default tone for music on hold. The tone used is double beep tone (425Hz repeated (0.2/0.2/0.2/3.4) seconds on/off cadence). Tone can be selected as the System Source, overriding both the use of the external source port and the downloading of HoldMusic.wav.

Controlling the Music on Hold Source Used for Calls

Unless specified, the System Source is used for any calls put on hold by system users. For any call, the last source specified for the call is the one used. The following options allow the source to be changed.

• Hunt Group Each hunt group can specify a Hold Music Source (Group | Group). That source is then used for calls presented to the hunt group.

  In a multi system network, a hunt group member will hear the music on hold (MOH) from their local system. For example, a call comes in to site A and rings a hunt group with members from system A and system B. If a hunt group member from system B answers a call and puts the call on hold, the caller hears the MOH from system B.

• Incoming Call Route Each incoming call route can specify a Hold Music Source (Incoming Call Route | Standard). That source is then used for incoming calls routed by that incoming call route.

• Short Code The h character can be used in the Telephone Number field of short codes to specify the hold music to associate with calls routed by that short code. The format h( X ) is used where X is the source number. This method can be used to specify a hold music source for outgoing calls.

Checking Music on Hold

The system short code feature Hold Music can be used to listen to the hold music sources. Dial *34N#, replacing N with the source number 1 (System Source) or 2 to 32 (Alternate Sources).