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Cisco Unified Communications Manager (CallManager)

Troubleshooting Cisco Unified Communications Manager MOH Issues

Document ID: 91818

Updated: Jun 06, 2011

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Introduction

This document explains the recommended workaround for the Music On Hold (MOH) error message that you can receive when you try to access MOH.

Prerequisites

Requirements

Cisco recommends that you have knowledge of this topic: Cisco Unified Communications Manager.

Components Used

The information in this document is based on Cisco Unified Communications Manager:

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Error Message

The MOH Folder Not Found in Directory (\\x.x.x.x\TFTPPATH)

The MOH folder was not found in the directory (\\x.x.x.x\TFTPPATH) specified by the MOH Audio Translation Service Parameter "DefaultTFTPMOHFilePath."

This error message can display when you try to access MOH:

moherror5.gif

Resolution

Complete these steps:

  1. On the CallManager Administration, click Service > Service Parameters, and choose the server.

    moherror1.gif

  2. Choose the service Cisco MOH Audio Translator.

    moherror3.gif

  3. On that page, check the value for the field Default TFTP MOH File Path and correct the IP address for the path. If the parameter value of the Default TFTP MOH File Path has the IP address of the server (\\<ip address>\TFTPPATH), and if the mohaudiosource.asp does a search by the hostname, it does not resolve the IP address. You must use the parameter value \\<serverNAME>\TFTPPATH for the Default TFTP MOH File Path.

    moherror4.gif

  4. Repeat steps 1 though 3 for any other CallManagers you have on the list.

    Note: It is normal if the service Cisco MOH Audio Translator is not available for one CallManager.

Cannot Upload MOH Audio File

Note: If you have a cluster of Cisco CallManagers that has two or more servers, make sure to also upload the MOH audio file on all the subscribers on which the IP voice media streaming application service is live.

Error: Not Enough Disk Space to Transcode the Audio File

When I try to upload the MOH audio file, CallManager gives an error: Not enough disk space to transcode the audio file.

Resolution

This problem can be resolved in these ways.

  • Restart the CallManager to clear all temporary files and allow you to upload the MOH files. If a reboot is not possible, try the next solution.

  • Delete the unused MOH audio files through the CCM Administration page and try to upload the MOH files. If these steps do not resolve the problem, try the next solution.

  • Gather all the service trace files for a time period of two or more hours (from the server from which you upload the MOH file) and choose Delete Collected Log Files from server in the final window of the RTMT collect files dialog window. This clears the space occupied by the trace files in the hard disk.

These steps help to upload the MOH file to the CallManager server.

Error: Unable to Transcode File: Unable to Connect MOH Encode Filter to Filter Graph

When you try to import the MOH audio file, the CallManager gives this error:

Input File Name: abcd.vox
Error Code: 8
Error Text: Unable to transcode file: Unable to connect MOH Encode 
   filter to filter graph.
Result: Translation Fail

This issue occurs when the audio file you wish to use as the MOH audio source is in a format other than the .wav or .mp3 file format. The .wav and .mp3 formats are the only file formats that are recommended for use with the Cisco CallManager.

Note: If you want to use a recorded or live audio, such as MOH, a sound card is required. This mechanism enables you to use radios, CD players, or any other compatible sound source. The Cisco CallManager Release 3.3(5) and 4.x with Microsoft Windows 2000 (OS 2000 version 2.7 or later) supports the Griffin Technologies iMic USB sound card. This device is supported on all Cisco MCS-78xxH or MCS-78xxI servers with a 3.0 GHz or greater processor. Some MCS servers also support the P-800 USB Digital Audio Converter from Telex Communications, which requires Windows 2000.2.5 or later.

Resolution

In order to resolve this issue, convert the audio file to .wav or .mp3 format and put the file under C:\Program Files\Cisco\MOH\DropMOHAudioSourceFilesHere. Now, add the MOH Audio source and insert the file. You are able to import the file without any error this time.

Error: Download MOH File Failed - Download Request Failure Error Message in Callmanager Event Log

This issue occurs when the media streaming application from the MOH server is unable to access the file from the TFTP.

Resolution

In order to resolve this issue, perform these steps:

  1. Go to Service > Service Parameter.

  2. Choose Default TFTP MOH File Path under Music on Hold (MOH) audio translator service, and verify that it points to the correct server.

  3. Choose IP Voice Media Streaming App (IPVMA) for the same server, and make sure that the configured TFTP server address is the server that contains the audio files for the media streaming application in its TFTP path (c:\program files\cisco\tftppath\).

  4. If the issue still persists, try to re-start IPVMA and MoH audio translator service on the Cisco CallManager.

MOH does not work after Upgrade

MOH stops to work after an upgrade of a Cisco router to 15.0.1M4, 15.1(2)T1 or 151-3.T.

Resolution

Solution 1

Add the no ip cef command under global configuration mode in order to disable CEF:

Router#configure terminal
Router(config)#no ip cef

Note: This can affect the performance of the router and the functionality of CEF dependent configurations.

Solution 2

Enable Duplex Streaming in the Cisco CallManager service parameters. This service parameter determines whether music on hold (MOH) uses duplex (two-way) or simplex (one-way) audio streams. You can configure one of the these values for this service parameter:

  • True—Set this parameter to True in order to set up the connection for duplex streaming media when MOH is used. Because certain firewalls and NAT devices require duplex audio streams, this option facilitates interoperability with these products.

  • False—Set this parameter to False in order to set up the connection for simplex streaming media when MOH is used. The default value specifies False.

In Cisco CallManager Administration, go to Service > Service Parameters to access the service parameters in order to set the Duplex Streaming Enabled service parameter. Choose the server where the Cisco CallManager application resides. On the Cisco CallManager Service Parameters Configuration window, scroll to the Clusterwide Parameters (Service) section in order to configure the Duplex Streaming Enabled parameter.

This does not carry the same performance impact as disabling CEF on the voice gateway. There is minimal signaling difference for this Duplex Streaming Enabled, for MOH.

Refer to Cisco bug ID CSCtl21854 (registered customers only) for more information.

Related Information

Updated: Jun 06, 2011
Document ID: 91818