Music on Hold Fundamentals

Transcription

1 NN

2 Document status: Standard Document issue: Document date: 22 May 2008 Product release: Release 6.0 Job function: Product Fundamentals Type: NTP Language type: English Copyright 2008 Nortel Networks. All Rights Reserved. Sourced in Canada and the United States. Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners.

3 Contents New in this release 5 Features 5 Introduction 6 Music on Hold work flow 7 Music on Hold overview 9 About the Music on Hold application 9 Services and features 10 Real-Time Transport Control Protocol support 11 Quality of Service support 11 System scalability 11 Installation and commissioning 12 Licensing 12 Upgrades and patches 12 Administration and security 13 Administration 13 Security 13 Fault management 13 Performance management 13 Music on Hold administration 15 Starting the Provisioning Client 16 Exiting the Provisioning Client 17 Assigning the Music on Hold application to a domain 18 Modifying the Music on Hold application at the service-package level 19 Creating a new music file 20 Uploading music files to the MAS 21 Assigning music folders 23 Deleting music media files 24 Deleting Music on Hold folders 25 Music on Hold provtool command reference 27 Music on Hold commands 27 Folder commands 27

4 Media file commands 27 Variable definitions Contents

5 New in this release The following sections detail what is new in Nortel Media Application Server 6.0 for AS 5300 (NN ) for Release 6.0. Features (page 5) Features This release contains no new features.

6 Introduction With the Media Application Server (MAS) Music on Hold application, a user can receive a call, place that call on hold, and play music to the person on hold until they retrieve the call. The purpose of the music is to reassure the person on hold that the call was not disconnected or dropped. Navigation Music on Hold work flow (page 7) Music on Hold overview (page 9) Music on Hold administration (page 15) Music on Hold provtool command reference (page 27)

7 Music on Hold work flow The following work flow outlines the tasks required to prepare the Music on Hold application. Prerequisites for Music on Hold work flow Plan your site requirements. For more information, see AS 5300 Planning and Engineering (NN ) and Planning and Engineering (NN ). Install the AS 5300 system. For more information, see AS 5300 Installation and Patches (NN ) and AS 5300 Configuration (NN ). Install the MAS 6.0 platform. For more information, see Nortel Media Application Server 6.0 for AS 5300 Installation (NN ). Install the Music on Hold application. For more information, see Nortel Media Application Server 6.0 for AS 5300 Installation (NN ). Complete the security setup procedures. For more information, see Nortel Media Application Server 6.0 for AS 5300 Administration and Security (NN ). Commission the Music on Hold application. For more information, see Nortel Media Application Server 6.0 for AS 5300 Commissioning (NN )). Music on Hold tasks The following work flow shows you the sequence of tasks you perform to install, commission, and administer the Music on Hold application.

8 - 8 - Music on Hold work flow Music on Hold tasks

9 Music on Hold overview When a user is provisioned with the Music on Hold application, a user can receive a call, place that call on hold, and play music to the person on hold until they retrieve the call. The purpose of the music is to reassure the person on hold that the call was not disconnected or dropped. Navigation About the Music on Hold application (page 9) Services and features (page 10) System scalability (page 11) Installation and commissioning (page 12) Upgrades and patches (page 12) Administration and security (page 13) Fault management (page 13) Performance management (page 13) About the Music on Hold application The Music on Hold application plays music while a caller is on hold to let the caller know that the call is still connected. Music on Hold is enabled through the user s service package. If a user has Music on Hold enabled and puts a caller on hold (end-user hold, transfer hold, or call park hold), the caller on hold hears music. The caller hears the music assigned to the domain or subdomain of the called party. If the user does not have Music on Hold enabled through their service package and places a call on hold, the person on hold does not hear music. This is true even if music is assigned to the domain or subdomain of the called party.

10 Music on Hold overview Attention: As the system administrator, you can disable the Music on Hold application for a user who typically connects to nonas 5300 hosted conferences (time division multiplex or third-party Session Initiation Protocol conferences). The Music on Hold application software can detect when an AS 5300 user is connected to a MAS-based conference. In this case, the Music on Hold application does not play music to a caller who is placed on hold by one of the conference participants. However, if an AS 5300 user dials into a nonas 5300 hosted conference, that user can place one of these Time Division Multiplex or third-party SIP conference participants on hold, thus triggering music to be played to the on-hold participant (as well as everyone else on the conference bridge). In this case, the Music on Hold application does not automatically determine that music should not be played. Services and features The Music on Hold application offers the following features: available for calls on End-User Hold, Transfer Hold, and Call Park Hold supports continuous music the music does not restart from the same point for each new call on hold. allows for chained music files you can specify more than one music file to play. can be configured to operate at the domain or subdomain levels enabled through service packages supports the Microsoft Wave file audio format (single channel (mono) linear 16-bit pulse code modulation (PCM) sampled at 8 khz) automatically normalizes the amplitude of the media (music files) to raise or lower the amplitude as soon as the files are placed on the Music on Hold Media Application Server does not support external media sources all media source files must be resident on the Music on Hold Media Application Server. generates accounting information consisting of the duration and type of media file that is played administrator can swap the standard in-service media files with media files that are in reserve on the MAS, by means of the Provisioning Client supports a redundant configuration supports the streaming of music through a gateway to an on-hold caller on the public switched telephone network (PSTN) or on a private branch exchange (PBX) generates performance data

11 Music on Hold overview Real-Time Transport Control Protocol support The Music on Hold service supports reception and generation of Real-Time Transport Control Protocol (RTCP) Sender reports. The Music on Hold service transmits RTCP packets to each participant, detailing the perceived quality of the session from its perspective. Quality of Service support The Music on Hold service supports Differentiated Service (DiffServ) packet marking on outgoing Real-Time Transport Protocol (RTP) streams. The MAS framework sets the DiffServ Control Point (DSCP) to expedited forwarding (EF), that is a widely supported indicator for Quality of Service (QoS) enabled networks. Network routers that are QoS-enabled examine the DSCP information in a packet and provide priority (with respect to routing and handling) to those packets marked with EF. When routers are overloaded, they drop generic data packets before they drop DiffServ marked packets. The Music on Hold service strategy follows RFC 2598, which designates the EF bit pattern. The MAS platform uses QoS packet scheduling to reserve 70 percent of all available network bandwidth to voice traffic and gives a higher priority to voice traffic packets, delivering them to the network first. System scalability The Music on Hold application takes advantage of the scalable, multiple server capabilities of the MAS platform and uses the MAS replicated persistent content storage for storing media source files for Music on Hold. A maximum of two active content storage components can exist in a Music on Hold service instance (pooled entity). The Music on Hold application has no built in limitations on how many simultaneous users can exist in the network. The maximum number of simultaneous Music On Hold users is limited only by the number of channel licenses purchased, and the capacity of the scaled system. Ports are allocated on a first-come, first-served basis until the license keys are exhausted, or available capacity is exceeded. You can deploy MAS applications in one of the following three different deployment scenarios: In a Dedicated Deployment, each application is deployed on its own MAS pair to the maximum capacity of that single application. In a Co-resident Application Deployment (excluding Meet Me), Ad-Hoc Conferencing, Music on Hold, Announcements, and Unified Communications are deployed on one MAS pair and a separate MAS pair is dedicated to Meet Me Conferencing.

12 Music on Hold overview In a Co-resident Application Deployment (including Meet Me), all five MAS applications (Ad-Hoc Conferencing, Meet Me Conferencing, Music on Hold, Announcements, and Unified Communications) are deployed on the same MAS pair. For more information about system scalability for the Music on Hold application, see Planning and Engineering (NN ). Installation and commissioning Proper operation of the Music On Hold service requires you to perform the following configurations: Network Configuration configuring connectivity to the Media Application Server where the Music On Hold server resides. Media Application Server Configuration configuring the Media Application Server platform and the Music On Hold application software. Service Access Configuration configuring the Music On Hold pooled entity and routable service information to allow routing to the Music On Hold service. To activate the Music on Hold application, the system administrator must provision music folders containing audio files, and configure the MAS to play the music to callers of users at either the domain or subdomain levels. Nortel does not supply any default audio files with the Music on Hold application software. It is the responsibility of the system administrator to obtain and provision the music files. Licensing A single nodal license is required for the Media Application Server. This nodal license contains the Music on Hold license and the number of ports available to the Music on Hold application. For more information about licensing, see Planning and Engineering (NN ). Upgrades and patches Software updates are issued in the form of maintenance releases. Attention: Configuration data is preserved during an upgrade. Maintenance releases are cumulative. The latest maintenance release installation program contains all previous updates. For more information about maintenance releases, see Nortel Media Application Server 6.0 for AS 5300 Installation (NN ).

13 Music on Hold overview Administration and security The Media Application Server platform provides security and administration for the Music on Hold application. These procedures are performed primarily through the MAS Console. For more information, see Administration and Security (NN ). Administration For information about the Music on Hold administrative procedures, see Music on Hold administration (page 15). Security There are no security concerns for the Music on Hold application because musics files do not use user information. Fault management The MAS platform software is configured as an operating system service that is started and monitored by the operating system (OS) automatically. If any MAS platform software subcomponent fails, the operating system immediately restarts the component and generates a log. The operating system raises an alarm to report this condition until the component is restarted and then the alarm is cleared. For more information about fault management, see Nortel Media Application Server 6.0 for AS 5300 Troubleshooting and Fault Management (NN ). Performance management Performance management is the process of capturing and analyzing the system performance data to identify system bottlenecks and fine-tune system and application performance. System performance data can be graphed according to specifications or written to a file for archiving and further analysis. Use the MAS Console to manage the performance of the MAS platform and the Music on Hold application. The MAS platform supports the following two types of operational measurements (OM): Counters Counters record and track activity on the system. Counters are named registers that start from zero and increment upward only. Counters are reset automatically when a component restarts. A counter can increment in chunks of any size. Counters are visible through the Microsoft Management Console only.

14 Music on Hold overview Gauges Gauges provide real-time information about the running system. The MAS also supports internal OM thresholds. The MAS can trigger an alarm when a set threshold for a gauge is exceeded. Gauges are named registers that start from zero and support incrementing and decrementing. Gauges can increment or decrement in chunks of any size. Gauges are very useful to an administrator because they provide a realtime view into the operations of the system. Gauges are visible through the Microsoft Management Console only. Counters and gauges support performance monitoring. Counters and gauges are organized by a Media Application Server internal subcomponent and are updated at periodic time intervals (minimum 1-second granularity). Each internal subcomponent generates its own performance data. The OS platform also exposes many useful counters and gauges: UDP counters provide a relatively accurate view of the RTP traffic levels to and from a given machine; processor and disk utilization gauges provide an indication of the relative load on the machine. For more information about performance management, see Nortel Media Application Server 6.0 for AS 5300 Performance Management (NN ).

15 Music on Hold administration Use the procedures in this chapter to administer the Music on Hold application. Prerequisites to Music on Hold administration The Music on Hold application must be installed. For more information, see Installation (NN ). The security setup procedures must be complete. For more information, see Administration and Security (NN ). The Music on Hold application must be properly commissioned. For more information, see Commissioning (NN ). Music on Hold navigation Starting the Provisioning Client (page 16) Exiting the Provisioning Client (page 17) Assigning the Music on Hold application to a domain (page 18) Modifying the Music on Hold application at the service-package level (page 19) Creating a new music file (page 20) Uploading music files to the MAS (page 21) Assigning music folders (page 23) Deleting music media files (page 24) Deleting Music on Hold folders (page 25)

16 Music on Hold administration Starting the Provisioning Client Use this procedure to start and log on to the Provisioning Client. For more information about the Provisioning Client, see AS 5300 Using the System Management Console and Provisioning Client Interfaces (NN ) and AS 5300 Administration and Security (NN ). Prerequisites You must have the Uniform Resource Locator (URL) for the Provisioning Client. (The service provider administrator can supply the URL.) You must have an administrative user account for the Provisioning Client. Procedure steps Step Action 1 Start any supported Web browser. 2 Enter the URL for the Provisioning Client. The URL for the Provisioning Client requires port For example: 3 In the Provisioning Client Login window, enter your User Name and Password in the respective fields. For more information, see Variable definitions (page 16). 4 Click LOG IN NOW. Upon a successful logon, the Provisioning Client Welcome window appears. If the Provisioning Client is inactive for a period of time, your session expires. --End-- Variable definitions Variable Password User Name Value The password used to start the Provisioning Client. The user name of a valid user.

17 Music on Hold administration Exiting the Provisioning Client Use this procedure to exit from the Provisioning Client. Procedure steps Step Action 1 Click the Logout menu option to close the Provisioning Client window and exit the Provisioning Client. --End--

18 Music on Hold administration Assigning the Music on Hold application to a domain Use the following procedure to assign the Music on Hold application to a domain. Prerequisites The domain must be created. Procedure steps Step Action 1 In the Provisioning Client, select Services > Assign Services. 2 In the Assign Services screen, select a domain. 3 Click Continue. 4 In the Assign Services to domain window, verify that the domain you selected is shown in the Select Domain(s) list. 5 Scroll down to the Music on Hold and select the check box. 6 Click Save. 7 In the Assign Resources to Domain window, enter resources number for each of the following resources: Presence Malicious Call Trace Network Call Logs Advanced Screening Multi-Level Precedence and Preemption Unified Communications 8 Click Save. --End--

19 Music on Hold administration Modifying the Music on Hold application at the service-package level Use the following procedure to enable or disable the Music on Hold application for a service package. Prerequisites The Music on Hold application must be assigned to the domain. For more information, see Assigning the Music on Hold application to a domain (page 18). Procedure steps Step Action 1 In the Provisioning Client, select Domains to expand the Domains list. 2 In the Domains list, select the domain for the Music on Hold application. 3 Select Service Package > List Packages. 4 Click Details-Modify for the service package you want to modify. 5 In the Package details window, scroll down to the Music on Hold section and select the check box to enable Music on Hold for the service package. 6 Click Save and Enforce Now to immediately enable the Music on Hold application for all users on this domain who are actively subscribed to this service package. OR Click Save and Enforce Later to enable the Music on Hold application for all users on this domain when they resubscribe to this service package. The service package is enabled when a user reconnects to the network or when their service package subscription is automatically refreshed. --End--

20 Music on Hold administration Creating a new music file Use the following procedure to create new music files for the Music on Hold application. Prerequisites The software to create (and if necessary, to modify) audio files. Procedure steps Step Action 1 Ensure the music file has the following file properties: Audio Format: Pulse-Code Modulation (PCM) Sample Rate: 8.00 khz Audio Sample Size: 16 bit Channels: 1 Mono 2 Save the music file with a.wav extension. 3 Upload the file to the Media Application Server. For more information, see Uploading music files to the MAS (page 21). --End--

21 Music on Hold administration Uploading music files to the MAS Use the following procedure to create a folder to hold music files and to upload the music files to the Media Application Server. Prerequisites The music files must exist. For more information, see Creating a new music file (page 20). The music files must be placed on the D drive of the Media Application Server. There is no room on the C drive. Access to the provtool on the MAS. Procedure steps Step Action 1 On the Media Application Server, select Start > Command Prompt. 2 On the Command Prompt window, create a Music on Hold folder to hold the music files using the following command: provtool moh_create_folder <domain> <folder> 3 Upload one music file into the Music on Hold folder using the following command: provtool moh_upload_media <domain> <folder> <media file> For more information about these parameters, see Variable definitions (page 22). For a list of the available Music on Hold commands, see Music on Hold provtool command reference (page 27). 4 Repeat step 3 for each music file that you want to upload to the Music on Hold folder. Attention: You can repeat step 2 for each music folder that you want to create and then repeat step 3 to add specific music files to a specific folder. For example, you can have folders for classical, instrumental, or rock music. --End--

22 Music on Hold administration Variable definitions Variable domain Value The domain parameter is the name of the provisioned domain or subdomain for which the Music on Hold application will be available. For example, xyz.com. folder The name of the folder that will contain a set of music files. (A Music on Hold folder is similar to a standard file system directory or folder.) media file The media file parameter is the complete path and file name of the music file (in.wav file format) to be placed in the music folder. The.wav file extension does not have to be included as part of the music file name. Procedure job aid The following sample commands demonstrate how to upload music files (music1.wav and music2) to the music folder (MOH_music). provtool moh_upload_media nortel.com MOH_music D:\music1.wav provtool moh_upload_media nortel.com MOH_music D:\music2

23 Music on Hold administration Assigning music folders Use the following procedure to assign folders for the Music on Hold application. Prerequisites The music folder must be created. For more information, see Uploading music files to the MAS (page 21). Procedure steps Step Action 1 In the Provisioning Client, select Domains to expand the Domains list. 2 In the Domains list, expand the domain for the Music on Hold application. 3 Select Routable Services > Music on Hold > Create Music Folders. 4 In the Create Music Folders window, click Edit Folders beside the pooled entity for which you want to assign music folders. 5 In the New Folder box, enter the name of the music folder. Use the same folder name as you created in the previous procedure. Uploading music files to the MAS (page 21). 6 Click Add. 7 Repeat step 5 and step 6 for each music folder that you want to add. A list of music folders is displayed in the Current Folders field. 8 Click Save. 9 Select Routable Services > Music on Hold > Assign Music Folders. 10 In the Modify Music on Hold Pool window, from the Select Pool list, select the logical pooled entity that was created for the Music on Hold application. 11 Click Next. 12 In the Assign Folder window, from the Select Folder list, select the Music on Hold folder defined in step Click Save. --End--

24 Music on Hold administration Deleting music media files Use the following procedures to remove Music on Hold music files. Prerequisites The music files must exist. Procedure steps Step Action 1 In the Command Prompt window, delete the music files using the following command: provtool moh_delete_media <domain> <folder> <media file> 2 Repeat the previous command for each music file you want to delete. --End-- Variable definitions Variable domain folder media file Value The domain parameter is the name of the provisioned domain or subdomain for which the Music on Hold application is available. For example, xyz.com. The name of the folder containing the set of music files to be deleted. (The Music on Hold folder is similar to a standard file system directory or folder.) The media file parameter is the complete path and file name of the music file to be deleted in the music folder. The.wav file extension is not required as part of the media file name. Procedure job aid The following sample commands demonstrate how to delete the music1.wav media file. provtool moh_delete_media nortel.com MOH_music D:\music1.wav

25 Music on Hold administration Deleting Music on Hold folders Use the following procedures to remove Music on Hold folders from the Provisioning Client and the MAS. Prerequisites The folder must exist. In the Provisioning Client, if a Music on Hold folder is assigned to a logical pool it cannot be removed. Procedure steps Step Action 1 In the Provisioning Client, select Domains to expand the Domains list. 2 In the Domains list, expand the domain for the Music on Hold application. 3 Select Routable Services > Music on Hold > Create Music Folders. 4 In the Create Music Folders window, click Edit Folders beside the pooled entity for which you want to assign music folders. 5 From the Current Folders list, select the folder to be removed. 6 Click Remove. 7 Click Save. 8 On the Media Application Server, select Start > Command Prompt to launch the Command Prompt screen. 9 In the Command Prompt window, delete the music folder using the following command: provtool moh_delete_folder <domain> <folder> This command removes the Music on Hold folder and all its contents. --End--

26 Music on Hold administration Variable definitions Variable domain folder Value The domain parameter is the name of the provisioned domain or subdomain for which the Music on Hold application is available. For example, xyz.com. The name of the folder containing the set of music files to be deleted. (The Music on Hold folder is similar to a standard file system directory or folder.) Procedure job aid The following sample command demonstrates how to delete the MOH_music folder. provtool moh_delete_folder nortel.com MOH_music

27 Music on Hold provtool command reference This section provides a list of Music on Hold commands available in the provtool utility. To view all commands available in the provtool, issue the following command: provtool help Navigation Music on Hold commands (page 27) Music on Hold commands The Music on Hold commands include the following commands for working with music media files and folders: Folder commands (page 27) Media file commands (page 27) Folder commands Use the following commands to work with Music on Hold folders. provtool moh_list_folders provtool moh_create_folder <domain> <folder> provtool moh_rename_folder <domain> <folder> <new domain> <new folder> provtool moh_delete_folder <domain> <folder> For more information about the variables in these commands, see Variable definitions (page 28). Media file commands Use the following commands to work with Music on Hold media files. provtool moh_list_media <domain> <folder> provtool moh_upload_media <domain> <folder> <media file>

28 Music on Hold provtool command reference provtool moh_download_media <domain> <folder> <media file> provtool moh_rename_media <domain> <folder> <new domain> <media file> <new media file> provtool moh_delete_media <domain> <folder> <media file> provtool moh_copy_media <domain> <folder> <media file> <new domain> <new folder> For more information about the variables in these commands, see Variable definitions (page 28). Variable definitions The following table provides a description of the variables used in the previous commands. Variable domain Value The domain parameter is the name of the provisioned domain or subdomain for which the Music on Hold application will be available. For example, xyz.com. folder The name of the folder that will contain a set of music files. (A Music on Hold folder is similar to a standard file system directory or folder.) media file The media file parameter is the complete path and file name of the music file (in.wav file format) to be placed in the music folder. The.wav file extension does not have to be included as part of the music file name. new domain new folder new media file The name of the new domain for which the Music on Hold application will be available. The name of the new folder that will contain the music files. The new name of the media file being renamed. The complete path and file name must be included.

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30 Copyright 2008 Nortel Networks. All Rights Reserved. Sourced in Canada and the United States. Publication: NN Document status: Standard Document issue: Document date: 22 May 2008 Product release: Release 6.0 Job function: Product Fundamentals Type: NTP Language type: English Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners. To provide feedback or report a problem with this document, go to