Music On Hold and Paging

Music On Hold and Paging 24 Objectives When you finish this module, you will be able to: Describe Music On Hold (MOH). Program analog and digital MOH. Download a.wav file for Embedded MOH. Describe Loudspeaker Paging. Program and install the 5485 IP Paging Unit

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Music On Hold and Paging Music On Hold Music On Hold (MOH) provides callers with music or information while they are waiting for a call to complete. MOH is provided when a call is on hold, transferred to a busy party, or camped on to an extension. The customer provides the MOH source, such as a radio, CD player, or.wav file. There are three types of MOH: Analog MOH Digital MOH Embedded MOH Analog MOH For analog MOH, an external music source is connected to a MOH circuit on a Universal ASU or the music jack on the MXe or CX/CXi controller. For external MOH sources, you specify which circuit connects to the music source. The system uses the circuit to supply music to callers placed on hold and to ACD callers in queue. Each Universal ASU has four physical MOH circuits. Only one of the four circuits can be used and is always programmed as the first PLID. The system AMB uses a 3.5 mm stereo jack for MOH input and is also programmed as the first PLID. For a MOH source on a Universal ASU, only pair 1 is used on the RJ-45 connector marked Music on the back of the Universal ASU. CX/CXi Controller AMB MOH audio jack Universal ASU MOH connector 24-3

MCD for 3300 ICP Basic Installation and Maintenance Course ESM View MOH ASU Connection Maintenance View Unit Port Location ID RJ45 Pins ASU Pair Connector J X 1 X-1-4-1 5-6 (G-W/W-G) 1 (W/Bl) MOH System Connection ESM View Maintenance View Unit Port Location ID 4 3 4-1-3-1 Analog Music on Hold is programmed as E&M trunks. In the System Options form set the Music On Hold option to Yes. 24-4 Music on Hold and Paging_rev5.doc

Music On Hold and Paging In the E&M Trunk Circuit Descriptors form: Set the Outgoing Start Type parameter to Immediate. Set the Transmission Facility parameter to 2 wire. Set the 2 Wire Balanced Network Setting parameter to 600. Set the Perform Seize Test on Out-of-Service Trunks parameter to No. All other parameters may be any value. 24-5

MCD for 3300 ICP Basic Installation and Maintenance Course In the E&M Trunks form, ensure that the trunk number is unique. The service number, E&M trunk circuit descriptor number, and the interconnect number may be the same as other E&M trunks. In the System Access Points form, set Music Source to External. In the Music Source Port Location ID field, enter the PLID of the E&M trunk circuit. Connect the MOH source to the programmed MOH circuit. 24-6 Music on Hold and Paging_rev5.doc

Music On Hold and Paging Digital MOH Digital Music on Hold is provided by an external music source, such as a radio, connected to a DNIC Music on Hold/Pager Unit (DMP). The DMP is connected to a Peripheral Cabinet s DNI Line Card. To program and install DNIC Music on Hold: In the System Options form Set Music on Hold to Yes. Program the DMP in the Single Line DNI Sets form as a DMP. A directory number is not required for programming a DMP. 24-7

MCD for 3300 ICP Basic Installation and Maintenance Course In the System Access Points form set the Music Source to External. In the Music Source Port - Location ID field, enter the PLID of the DMP. Connect the MOH source to the programmed MOH circuit. 24-8 Music on Hold and Paging_rev5.doc

Music On Hold and Paging Embedded MOH An audio file downloaded to a controller provides embedded MOH. Sites can use multiple embedded music sources. Up to 65 sources of music can be connected to each system. One music source is for the system MOH and up to 64 alternate audio sources can be used for system and tenant MOH and ACD path recordings. Platform Total RAM Total Hold Time Maximum Number of Embedded MOH Sources MXe with 512 MB (1400-user controller) 16 MB 32 64 CX/CXi 4 MB 8 8 Downloading Embedded MOH Audio Files You can download audio files in.wav format into the system to use as an embedded MOH source for the system. The downloaded audio files are preserved during a system backup or upgrade. The audio file must be G.711.WAV format, 8 KHz, A-law or mu-law (CCITT G.711), 8 bit, mono format. To download an embedded MOH audio file to a 3300 ICP: Select the audio source you want to update. 0 = System MOH by default. When you download an audio file, select an audio file ID number without an existing label unless you want to overwrite an existing audio file. Enter the location / path of the audio file. Select Update to begin the download process. Dialog windows describe the status of the audio file download. 24-9

MCD for 3300 ICP Basic Installation and Maintenance Course View Embedded Media Sources Once you have downloaded an Embedded MOH audio file, it can be viewed, edited or deleted. The Embedded Media Sources form lists the embedded audio files used for MOH. Use this form to change the label on or delete an audio file. The files are listed by their audio file ID number. The audio file ID numbers are used to identify embedded audio files when assigning them to tenants or ACD paths. A label next to an audio file ID number indicates an existing audio file in the system. The Embedded Media Sources form also displays how much disk space is available in the partitioned hard drive reserved for embedded MOH files. 24-10 Music on Hold and Paging_rev5.doc

Music On Hold and Paging Lab 1 Programming and Installing Music on Hold In this lab, you will install an embedded MOH source. The.wav file is located on your student CD. In this lab, you will be using the: Music On Hold > System Audio Files Update form. System Properties > System Feature Settings > System Options form. System Properties > System Feature Settings > System Access Points form. Step Task Expected Result 1 Navigate to the Music On Hold > System Audio Files Update form. 2 Program the form by: Selecting the Music and Alternate Audio Source radio button. Selecting the Audio Source 0 from the Audio Source ID drop-down menu. Select the Browse button and select the MOH.wav file on your student CD. Select Update. 3 Navigate to the System Properties > System Feature Settings > System Options form. 4 Select Change, and then select the Yes radio button for Music on Hold. Select Save. 5 Navigate to the System Properties > System Feature Settings > System Access Points form. 6 Select Change, and then select Embedded from the Music Source drop-down menu. Select Save. 7 Call one of your sets, answer it, and then place the called set on hold. The System Audio Files Update form is displayed. The data is entered and displayed in the System Audio Files Update form, and the file is uploaded to the system. The System Options form is displayed. The data is entered, saved, and displayed in the System Options form. The System Access Points form is displayed. The data is entered, saved, and displayed in the System Access Points form. The MOH recording is heard. 24-11

MCD for 3300 ICP Basic Installation and Maintenance Course Paging Paging lets you connect to customer-provided loudspeaker/paging equipment to access individual paging zones or all paging zones simultaneously. Analog Paging The ASU and the AMB each provide two overhead paging outputs. In combination with their relay contacts, four possible zones can be paged, but only two circuits can be paged simultaneously. Paging is accomplished in one of two methods: Zone control using outpulsed DTMF digits. Emulates E&M trunks, using the contact closure control. CX/CXi Controller AMB paging circuits Universal ASU page connector 24-12 Music on Hold and Paging_rev5.doc

Music On Hold and Paging IP Paging The 5485 IP Paging Unit provides an interface from an external paging amplifier to a Layer 2 switch port on the network, providing communication via TCP/ IP with the system. The 5485 IP Paging Unit uses a local power source. A single 25-pair Amphenol cable connects to the external amplifier using the Main Distribution Frame (MDF). The unit can be wallmounted. Two LED indicators on the J2 and J3 ports provide basic paging status information. Each 5485 IP Paging Unit supports one paging interface to a customer-provided amplifier. If more than one paging interface is needed, you can use multiple units. The 5485 IP Paging Unit is programmed as a 5010 IP Phone. You can use both AMB and ASU paging circuits along with the 5485 IP Paging Units on the same system. But the 5485 IP Paging units are accessed using directed or group page and the AMB/ASU paging circuits are accessed as loudspeaker paging zones. 5485 IP Paging Unit Pinouts Pin Color Code Signal 9 BR/R Audio output, Positive 34 R/BR Audio output, Negative 36 BK/BL Relay Closure (normally closed) 37 BK/O Relay Closure (normally open) 11 BL/BK 12 O/BK Page Control input 24-13

MCD for 3300 ICP Basic Installation and Maintenance Course To program and install a 5485 IP Paging Unit: Program the 5485 IP Paging Unit as a 5010 IP phone in the Multiline IP Sets form or User and Device Configuration form. 24-14 Music on Hold and Paging_rev5.doc

Music On Hold and Paging Connect the system to the Ethernet LAN Port on the 5485 IP Paging Unit. Attach the paging adapter interface to the 9th pair of the 5485 IP Paging Unit. If required, attach the page control inputs of the paging adapter via the MDF to the 11th and 12th pair of the 5485 IP Paging Unit. Connect the 5485 IP Paging Unit power adapter. Connect the external speakers as required to the paging amplifier via the MDF. IP Paging uses the Direct Page feature. Note To reduce the risk of hum or other interference, you should install the 5485 IP Paging Unit close to the paging amplifier and keep the cables to and from the unit as short as possible. If unbalanced input or output equipment is used, you may need a balancing transformer. 24-15

MCD for 3300 ICP Basic Installation and Maintenance Course Lab 2 - Installing And Programming Paging (Optional) If you have paging equipment in the classroom, complete the following lab tasks. Reference Help > Contents > System Programming > Devices > Program Loudspeaker Paging Help > Contents > System Features > Features P to R > Paging-Loudspeaker Step Task Expected Result/Observation 1 Follow the procedures in the Online Help to program an analog or IP paging circuit for your system. 2 If available, connect the paging system components to the appropriate paging circuit. 3 Verify that you can page through the paging system components. 24-16 Music on Hold and Paging_rev5.doc

Music On Hold and Paging Questions 1. What is the maximum number of analog paging circuits that can be connected to a 3300 ICP system? 2. Which unit provides the analog paging circuit connectivity on the 3300 ICP? 3. How many paging interfaces does a 5485 IP Paging Unit provide to customer-provided paging equipment? 4. What is the maximum number of analog MOH sources that can be connected to a 3300 ICP system? 5. Which MOH unit is required to provide DNIC Music On Hold connectivity on a 3300 ICP? 6. In order for an embedded MOH source file to be downloaded to a 3300 ICP system what audio parameters must it adhere to? 24-17

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