Music on hold-Normal vs. Tenant-based

Description: Music on hold-Normal vs. Tenant-based

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Problem Clarification: The customer reports that music on hold is not working. They had an iPhone providing music to an analog port, but that source was removed.

Cause: A non-functioning music source was assigned

Solution:

At the SAT command line, type "display system-parameters features" <Enter> and look for "Music/Tone on Hold":

display system-parameters features Page 1 of 14 
FEATURE-RELATED SYSTEM PARAMETERS
Self Station Display Enabled? n
Trunk-to-Trunk Transfer: restricted
Automatic Callback - No Answer Timeout Interval (rings): 3
Call Park Timeout Interval (minutes): 5 
Off-Premises Tone Detect Timeout Interval (seconds): 20
AAR/ARS Dial Tone Required? y
Music/Tone on Hold: music

If this field does not exist, read on.  The customer will have tenant partitioning turned on.

Look at the customer's music sources to see what is available.  At the SAT command line, type  "display music-sources" <Enter>:

display music-sources Page 1 of 17
MUSIC SOURCES

Source No. Type Source Description

1: music Type: ext 1234 MOH
2: music Type: port 011V308 MOH

Source #2 was originally connected for music on hold.  See below for music source assignments.

Next, check to see if a customer's Communication Manager is set up for tenant partitioning. This affects how music on hold is set up:

At the SAT command line, type "display system-parameters customer-options" <Enter>. On R018 software, go to page 6:

display system-parameters customer-options Page 6 of 12
OPTIONAL FEATURES

Multinational Locations? n Station and Trunk MSP? y
Multiple Level Precedence & Preemption? n Station as Virtual Extension? y
Multiple Locations? y
System Management Data Transfer? n
Personal Station Access (PSA)? y Tenant Partitioning? y

"Tenant Partitioning?" is set to "y." The "Music/Tone on Hold" field will not appear on "system-parameters features."

In this case, the customer is in Tenant #1.  Note: if the customer has multiple departments or logical groups, such as legal, manufacturing and executive, or if there are multiple companies using the same server, it makes sense to use tenant partitioning.  However, if there is no need to partition out the server, then this feature is not necessary, and can complicate troubleshooting.

Check the tenant number corresponding to group/company you are interested in:

display tenant 1 Page 1 of 4

TENANT 1

Tenant Description:

Attendant Group: 1 SIP? n

Ext Alert Port (TAAS):

Night Destination:

Music Source: 2

Attendant Vectoring VDN:

DISTINCTIVE AUDIBLE ALERTING
Internal: 1 External: 2 Priority: 3
Attendant Originated Calls: external

COS Group: 1

Music Source #2 has been disconnected from the iPhone.  To resolve the issue, assign Music Source #1 to the tenant.

Verify that the COR of phone users is correctly set so they can hear music on hold.  Type "display COR <COR # you're checking>" <Enter> (don't type the "<" or ">"):

display cor 1 Page 1 of 43
CLASS OF RESTRICTION

COR Number: 1
COR Description:

FRL: 3 APLT? y
Can Be Service Observed? y Calling Party Restriction: none
Can Be A Service Observer? y Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? n
Restriction Override: all Facility Access Trunk Test? y
Restricted Call List? n Can Change Coverage? n

Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? n
Send ANI for MFE? n Add/Remove Agent Skills? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n

Manufacturer Release notes:

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