Music On Hold provides callers with music or information while they are waiting for a call to be completed. Music On Hold is provided when a call is on Hold, transferred to a busy or ringing station, or camped-on to a station. The music or information source is provided by the customer.
IMPORTANT: Use of the Music on Hold feature may fall under applicable copyright laws or other provincial, local, state and/or federal rules, regulations and/or statutes, and may require that you obtain a license from the local performing rights society or copyright owner before you can provide music on hold to telephone users. Contact your music supplier for more information.
There are three types of Music on Hold:
Analog
Digital
Embedded
Note: In a tenanted system, each tenant can have its own Music on Hold source. The music sources are programmed as analog phones. For more information, see Tenant Music on Hold Sources.
Analog Music on Hold is provided by an external music source (a radio, for example) connected to any one of the following (see the Hardware Technical Reference Manual for specifications):
Music on Hold connector on the back on a controller with Embedded Analog
Music on Hold connector on the back of a Universal ASU
Music on Hold connector on a Peripheral Cabinet E&M Trunk Card
Digital Music on Hold is provided by an external music source (a radio, for example) connected to a DNIC Music on Hold/Pager Unit (DMP). The DMP is connected to a Peripheral Cabinet DNI Line Card (see the Hardware Technical Reference Manual for specifications.
Embedded Music on Hold is provided by an audio file downloaded in the controller. The audio file must be in the following format:
.WAV, A-law or m-law (G.711), 8 kHz, 8-bit, mono.
See System Audio Files Update for the maximum size of the audio files.
Tip: When extracting a file from a CD (for example, from your corporate Music on Hold CD) using a "CD ripper" application, choose a sampling rate as close as possible to 8 kHz. This helps to prevent audio distortion introduced when converting a WAV file from a high sampling rate to a low sampling rate.
When an audio file is downloaded, its audio amplitude is normalized by the controller to ensure uniform sound level and compliance with telecommunications regulations.
You can download audio files to a single controller using the System Audio Files Update form, or to multiple nodes using Enterprise Manager (see your Mitel dealer for information on Enterprise Manager).
Up to 65 sources of music can be connected to an expanded MXe, MXe Server or LX with 512 MB system (one for the system Music on Hold and up to 64 for tenant Music on Hold or ACD embedded music on hold).
Up to 17 sources of music can be connected to an LX or MX with 256 MB system or a base MXe (one for the system Music on Hold and up to 16 for tenant Music on Hold or ACD embedded music on hold).
Up to 9 sources of music can be connected to a CX, CXi, CX II, or CXi II system (one for the system Music on Hold and up to 8 for tenant Music on Hold or ACD embedded music on hold).
On a DPNSS network, the music or information source is provided from the same system that activates the Hold service if the Local Music on Hold Source COS option is set to "Yes". See the Class of Service Options form for details.
If a call from a remote switch is answered by a RAD before being queued to an ACD path, the caller will not hear music unless there is a Music on Hold source at the local switch.
You can only program one source of Music on Hold per system. See the appropriate topic for programming instructions:
None.
