BusinessPhone Communication Platform 6.0
Facilities

## Music-on-hold (MoH)

## Definition

External or internal subscribers waiting in park (camp‑on) or queuing state will receive music or other recorded information either during the transfer procedure only, or until the speech connection between them is established.

## Use

Music on Hold supplies the parked/queued caller with park/queue state indications (music or other recorded information) which is more pleasant than silence.

Music on Hold is an important part of ACD-, Operator- Extension- Trunk-, Group Hunting and Answering/Reroute position’s handling.

Within call centres each ACD-group can be supplied with its own music channel in order to provide callers currently waiting in the queue with music or other recorded information.

The music source can be an external source (e.g. tape recorder, CD - player,...) that is connected to a free analogue trunk (BTU-A) or the audio input on the CPU-D_ board. Furthermore, it is possible to use VMU-HD or MFU board as music source for music on hold

## Operation

Callers transfered to an Answering/Reroute position, ACD-, Operator-, Extension-, Group Hunting- and Trunk queue will receive a specific Music on Hold source during transfer. The Music on Hold source depends on which function the caller is queued.

For each function a special Music on Hold source could be generated and will be received when the caller is waiting in the queue.

Then they may receive first a voice message of the corresponding queue and then Music on Hold until speech connection is established (depends on how the feature has been programmed; see “Voice message before answering”).

If the Answering/Reroute position is an Automated Attendant, the call rerouted to this position will receive Music on Hold until the Automated Attendant answers the call.

If the Answering/Reroute position is an extension or an operator, which transfers the call to an another party, the Music on Hold of the caller is played. If the called party is busy, or his extension is transfered to another party, the Music on Hold source of that rerouted position will be played.

An ACD-, a trunk or a group hunting queue will receive a specific music on hold source. If this music source is removed, all parked or queued calls will be connected to a silent channel during this state.

### Examples for each function:

#### Standard Function

User (A) calls an extension (B). Extension (B) answers the call. To divert the call to another extension, for example extension (C), the call has to be parked. While the call is queued in the line, the user will hear the MoH - source of extension (B).

If the call is established to extension (C) and if extension (C) parks the call, the MoH - source of extension (C) will be played.

If the music on hold source for that extensions is not programmed, only a ringing signal will be heard.

#### Multiple MoH - ACD functions

A user calls a number, which is diverted to an ACD - group. The call is queued or answered by an agent, the MoH-source of the ACD-group will be played.

If an ACD-agent transfers the call to another ACD-agent, ACD-group or operator, the MoH-source of the transfered ACD-group will be played.

But when the incoming ACD-call is placed on hold, the MoH - source of the answered ACD-agent, ACD-group or operator will be played.

If an agent has rerouted all his calls to a deflection position (an extension number or a fictive number, which is given by CTI, where the ACD-calls are connected instead of an agent), the MoH-source of the assigned position will be played. If the operator or an extensions parks the call, the MoH-source of the orginator will be selected.

##### If no agent is available, for example

- because the queue is to ful or,
- no agent is logged on or,
- the nightswitching system is activated,

the MoH-source of the reroute position is played. This reroute position can be an extention, another ACD-group or an ACD-agent. The MoH-source of the reroute position, not the current position, will be played.

#### Multiple MoH - extension function:

If an extension, which is called by a user is busy, the call can be queued. After three seconds the caller will hear MoH-source. There are two possibilites to handle a call for internal or external calls.

- An internal call to an extension uses its own
  MoH-source.
- An external call to an extension uses the trunk MoH-source.

If a transferred call to another extension, ACD - group or operator is switched on hold, the MoH-source of the transferred extension, ACD-group or operator queue will be played.

Note

The new command number 0192 is used to assign the extension to one of the 13 possible MoH-sources.

#### Multiple MoH - Trunk function:

If a call is rerouted to a trunk reroute position, the assigned trunk MoH-source is played.

Note

The new command number 1039 is used to assign the trunk to one of the 13 possible MoH-sources.

#### Multiple MoH - Operator function:

If a call is queued to a common operator or an individual operator, the MoH - source of the programmed operator will be played. If an operator puts a call on hold, the MoH - source of the programmed Operator will be selected.

The operator transfers the call to an extension, ACD-group or another Operator. If someone picks up the call and places on hold, the MoH-source of the selected extension, or ACD-group or operator will be played.

Note

The new command number 4013 is used to assign the operator to one of the 13 possible MoH-sources.

#### Multiple MoH - Group Hunting (GH) function:

If a call is queued in a GH-group, the programmed MoH-source of the GH-group will be played. If a GH-member answers a GH-call and puts it on hold, the programmed MoH-source of the GH-group will be played.

A user of a GH-group transfers a call to an extension, ACD-group or an operator. The call is picked up and the next time the call is switched on hold, the MoH-source of the picked extension, ACD-group or operator queue will be played.

If a call could not be answered, for example
because of:

- rerouting due to congestion,
- queue overflow time or,
- no members (extensions) are logged on,

the MoH-source of the assigned reroute position will be used. This reroute position can be an extension, another ACD-group, ACD-agent, etc. The MoH-source of the reroute position not the current one will be played.

Note

The new command number 35xx is used to assign the Group hunting to one of the 13 possible MoH-sources.

## Capacity

Thirteen (13) music channels can be programmed for Music on Hold (MOH 0 - MOH 12). A music channel created for Music on Hold can also be utilised for background music.

The music source for MOH can be:

- an external equipment connected to an analog trunk, to the audio input on the CPU-board or
- an internal music source recorded on VMU-HD or the MFU-board.

  MOH | Source
  0 | internal or external source
  1 - 12 | only external source

On the VMU-HD/MFU 16 different voice announcements (music titles) can be stored, one of these can be programmed to source for the first music channel (MOH 0).

In the exchange, there are 64 PCM-channels available. 4 PCM-channels are reserved (channel 0 is the silent channel, channel 1 and 2 are used by tone sender and channel 3 is reserved for MoH - source 0), 12 PCM - channels can be used for Music on Hold and 3 PCM - channels can be used for backgroud music, so for normal traffic 45 PCM - channels are available.

## Limitations

Music is supplied in general to all external or internal callers, subject to common or individual parking, until speech connection occurs or the originator goes on-hook.

A defined music channel for Music on Hold on the VMU-HD/MFU will permanentely occupy one PCM voice channel in the system. A multiple use of the music source number is not allowed. A recorded music announcement on VMU-HD/MFU board must not be longer as 255 second, then the user will hear the full recorded file, without any limitations.

The MoH-sources (0 - 12) are freely programmable for all normal calls, for example call to trunk, calls to extension, calls to operator, ...

Therefore MOH-source (0 - 12) can be used for ACD-groups, Operator, Extensions, Group Hunting and Trunk queueing.

Note

For ASB 150 02 systems up to R10: To activate programming, the system has to be restarted!
For ASB 150 02 R10 or higher system relesases: Restart of the system is not necessary anymore.

0161 |  | Music channel in hold state?

The following commands are only accessable via BMS:

5403 |  | Create Music on Hold

5503 |  | Delete Music on Hold

5610 |  | Alter music on hold

3601 |  | Music source directory number

0192 |  | Multiple Music on hold source number

1039 |  | Multiple Music on hold source number

3506 |  | MOH-source of PBX-group

3507 |  | Reroute on no answer

2039 |  | Music on hold after transfer

3831 |  | Used Music on hold source (for ACD)

4013 |  | Multiple Music on hold source number

#### The following commands are only relevant if the music source is connected to a BTU-A board

1201 |  | Line signal scheme

1302 |  | Outgoing digit transmission

Enter new value = 3 (No sending of digits)

1307 |  | PTS-signal from parent exchange?

This value has to be set on:

- Check = Active or
- Uncheck = Not active

#### The following commands are only relevant, if the VMU-HD/MFU is used as music source

##### The following command is only accessable from System Telephones

4427 |  | Recording music announcement

##### The following commands are general VMU-HD/MFU commands valid for all voice features and should therefore also be used for the Music on Hold functionality.

4303 |  | Max time for speech anno

4307 |  | Voice answer quality

4603 |  | Record announcements allowed?

## Equipment

### External music source

For the Music on Hold feature it is required that the system is equipped with an external music source (CD-player,Tape-recorder, etc.) which is connected to the audio input on the CPU-D_ board or to a free analogue trunk on the BTU-A, BTU-A2 or BTU-C.

See Installation Instructions 1531-ASB 150 02 Uen for further information.

### Integrated music source

In case of using the integrated Music on Hold function, it is necessary to have the system equipped with either a VMU-HD or a MFU board.

#### Licensing

The feature integrated Music on Hold function on the VMU-HD/MFU is supported by ASB 150 02 R11 or higher system releases.

Multiple Music on Hold sources (0-7) are supported by ASB 150 02 R12 or higher system releases, (0-12) sources are supported by ASB 150 02 R13 or higher system releases

In order to have access to both features, the proper licensing concept has to be used, see Facility Description – General (155 34-ASB 150 02 Uen), chapter ASB150 02 Licensing

Without the ASB 150 02 licensing a parking tone is faded in and a FECU warning is generated in both cases.

Revision: K © Ericsson Enterprise 2004