Cisco Unified Communications Manager Express System Administrator Guide - Configuring Music on Hold [Cisco Unified Communications Manager Express]

Table Of Contents

Configuring Music on Hold

Contents

Prerequisites for Music on Hold

Restrictions for Music on Hold

Information About Music on Hold

Music on Hold Summary

Music on Hold

Music on Hold from a Live Feed

Multicast MOH

Music on Hold for SIP Phones

How to Configure Music on Hold

Configuring Music on Hold from an Audio File

Prerequisites

Restrictions

Configuring Music on Hold from a Live Feed

Prerequisites

Restrictions

Verifying Music on Hold

Configuration Examples for Music on Hold

MOH from an Audio File: Example

MOH from a Live Feed: Example

Live Feed MOH with Audio File Backup: Example

Additional References

Related Documents

Technical Assistance

Feature Information for Music on Hold

Configuring Music on Hold

Last Updated: June 10, 2008

This chapter describes the music on hold features in Cisco Unified Communications Manager Express (Cisco Unified CME).

Finding Feature Information in This Module

Your Cisco Unified CME version may not support all of the features documented in this module. For a list of the versions in which each feature is supported, see the "Feature Information for Music on Hold" section.

Contents

•Information About Music on Hold

•Prerequisites for Music on Hold

•Restrictions for Music on Hold

•How to Configure Music on Hold

•Configuration Examples for Music on Hold

•Additional References

•Feature Information for Music on Hold

Prerequisites for Music on Hold

•Phones receiving MOH in a system using G.729 require transcoding between G.711 and G.729. For information about transcoding, see "Configuring Transcoding Resources" on page 317.

Restrictions for Music on Hold

•IP phones do not support multicast at 224.x.x.x addresses.

•Cisco Unified CME 3.3 and earlier versions do not support MOH for local Cisco Unified CME phones that are on hold with other Cisco Unified CME phones; these parties hear a periodic repeating tone instead.

•Cisco Unified CME 4.0 and later versions support MOH for internal calls only if the multicast moh command is used to enable the flow of packets to the subnet on which the phones are located.

•Internal extensions that are connected through a Cisco VG224 Analog Voice Gateway or through a WAN (remote extensions) do not hear MOH on internal calls.

•Multicast MOH is not supported on a phone if the phone is configured with the mtp command or the paging-dn command with the unicast keyword.

Information About Music on Hold

To enable Music on Hold (MOH), you should understand the following concept:

•Music on Hold Summary

•Music on Hold from a Live Feed

•Multicast MOH

•Music on Hold for SIP Phones

Music on Hold Summary

MOH is an audio stream that is played to PSTN and VoIP G.711 or G.729 callers who are placed on hold by phones in a Cisco Unified CME system. This audio stream is intended to reassure callers that they are still connected to their calls.

Table 2 provides a summary of options for MOH for PSTN and multicast MOH for local IP phones.

Table 3 Music on Hold (MOH)

Audio Source

Description

How to Configure

Flash memory

No external audio input is required.

Configuring Music on Hold from an Audio File

Live feed

The multicast audio stream has minimal delay for local IP phones. The MOH stream for PSTN callers is delayed by a few seconds. If the live feed audio input fails, callers on hold hear silence.

For information, see the "Music on Hold from a Live Feed" section.

Configuring Music on Hold from a Live Feed

Live feed and flash memory

The live feed stream has a few seconds of delay for both PSTN and local IP phone callers. The flash MOH acts as backup for the live-feed MoH.

We recommend this option if you want live-feed because it provides guaranteed MOH if the live-feed input is not found or fails.

Configuring Music on Hold from an Audio File

and

Configuring Music on Hold from a Live Feed

For configuration example, see the "Live Feed MOH with Audio File Backup: Example" section.

Music on Hold

MOH is an audio stream that is played to PSTN and VoIP G.711 or G.729 callers who are placed on hold by phones in a Cisco Unified CME system. This audio stream is intended to reassure callers that they are still connected to their calls.

When the phone receiving MOH is part of a system that uses a G.729 codec, transcoding is required between G.711 and G.729. The G.711 MOH must be translated to G.729. Note that because of compression, MOH using G.729 is of significantly lower fidelity than MOH using G.711. For information about transcoding, see "Configuring Transcoding Resources" on page 317.

The audio stream that is used for MOH can derive from one of two sources:

•Audio file—A MOH audio stream from an audio file is supplied from an .au or .wav file held in router flash memory. For configuration information, see the "Configuring Music on Hold from an Audio File" section.

•Live feed—A MOH audio stream from a live feed is supplied from a standard line-level audio connection that is directly connected to the router through an FXO or "ear and mouth" (E&M) analog voice port. For configuration information, see the "Configuring Music on Hold from a Live Feed" section

If you configure both a live feed and an audio file as the source for MOH, the router seeks the live feed first. If the live feed is found, it displaces the audio file source. If the live feed is not found or fails at any time, the router falls back to the audio file source specified in the MOH audio file configuration. This is the recommended configuration. For configuration example, see the "Live Feed MOH with Audio File Backup: Example" section.

Music on Hold from a Live Feed

The live-feed feature is typically used to connect to a CD jukebox player. To configure MOH from a live feed, you establish a voice port and dial peer for the call and also create a "dummy" ephone-dn. The ephone-dn must have a phone or extension number assigned to it so that it can make and receive calls, but the number is never assigned to a physical phone. Only one live MOH feed is supported per system.

Using an analog E&M port as the live-feed MOH interface requires the minimum number of external components. You connect a line-level audio feed (standard audio jack) directly to pins 3 and 6 of an E&M RJ-45 connector. The E&M voice interface card (VIC) has a built-in audio transformer that provides appropriate electrical isolation for the external audio source. An audio connection on an E&M port does not require loop-current. The signal immediate and auto-cut-through commands disable E&M signaling on this voice port. A G.711 audio packet stream is generated by a digital signal processor (DSP) on the E&M port.

If you use an FXO port as the live-feed MOH interface, connect the MOH source to the FXO port using a MOD-SC cable if the MOH source has a different connector than the FXO RJ-11 connector. MOH from a live feed is supported on the VIC2-2FXO, VIC2-4FXO, EM-HDA-3FXS/4FXO, EM-HDA-6FXO, and EM2-HDA-4FXO.

You can directly connect a live-feed source to an FXO port if the signal loop-start live-feed command is configured on the voice port; otherwise, the port must connect through an external third-party adapter to provide a battery feed. An external adapter must supply normal telephone company (telco) battery voltage with the correct polarity to the tip and ring leads of the FXO port and it must provide transformer-based isolation between the external audio source and the tip and ring leads of the FXO port.

Music from a live feed is continuously fed into the MOH playout buffer instead of being read from a flash file, so there is typically a 2-second delay. An outbound call to a MOH live-feed source is attempted (or reattempted) every 30 seconds until the connection is made by the directory number that has been configured for MOH. If the live-feed source is shut down for any reason, the flash memory source will be automatically activated.

A live-feed MOH connection is established as an automatically connected voice call that is made by the Cisco Unified CME MOH system or by an external source directly calling in to the live-feed MOH port. An MOH call can be from or to the PSTN or can proceed via VoIP with voice activity detection (VAD) disabled. The call is assumed to be an incoming call unless the optional out-call keyword is used with the moh command during configuration.

The Cisco Unified CME router uses the audio stream from the call as the source for the MOH stream, displacing any audio stream that is available from a flash file. An example of an MOH stream received over an incoming call is an external H.323-based server device that calls the ephone-dn to deliver an audio stream to the Cisco Unified CME router.

For configuration information, see the "Configuring Music on Hold from a Live Feed" section.

Multicast MOH

In Cisco CME 3.0 and later versions, you can configure the MOH audio stream as a multicast source. A Cisco Unified CME router that is configured for multicast MOH also transmits the audio stream on the physical IP interfaces of the specified router to permit access to the stream by external devices.

Certain IP phones do not support multicast MOH because they do not support IP multicast. In Cisco Unified CME 4.0 and later versions, you can disable multicast MOH to individual phones that do not support multicast. Callers hear a repeating tone when they are placed on hold.

Music on Hold for SIP Phones

In Cisco Unified CME 4.1 and later versions, the MOH feature is supported when a call is put on hold from a SIP phone and when the user of a SIP phone is put on hold by a SIP, SCCP, or POTS endpoint. The holder (party that pressed the hold key) or holdee (party who is put on hold) can be on the same Cisco Unified CME or a different Cisco Unified CME connected through a SIP trunk. MOH is also supported for call transfers and conferencing, with or without a transcoding device.

Configuring MOH for SIP phones is the same as configuring MOH for SCCP phones. For configuration information, see the "How to Configure Music on Hold" section.

How to Configure Music on Hold

This section contains the following tasks:

•Configuring Music on Hold from an Audio File (optional)

•Configuring Music on Hold from a Live Feed (optional)

•Verifying Music on Hold (optional)

Configuring Music on Hold from an Audio File

To configure MOH when you are using a file to supply the audio stream, perform the following steps.

Note If you configure MOH from an audio file and from a live feed, the router seeks the live feed first. If a live feed is found, it displaces an audio file source. If the live feed is not found or fails at any time, the router falls back to the audio file source.

Prerequisites

•SIP phones require Cisco Unified CME 4.1 or a later version.

•A music file must be in stored in the router's flash memory. This file should be in G.711 format. The file can be in .au or .wav file format, but the file format must contain 8-bit 8-kHz data; for example, ITU-T A-law or mu-law data format.

Restrictions

•To change the audio file to a different file, you must remove the first file using the no moh command before specifying a second file. If you configure a second file without removing the first file, the MOH mechanism stops working and may require a router reboot to clear the problem.

•The volume level of a MOH file cannot be adjusted through Cisco IOS software, so it cannot be changed when the file is loaded into the flash memory of the router. To adjust the volume level of a MOH file, edit the file in an audio editor before downloading the file to router flash memory.

SUMMARY STEPS

1. enable

2. configure terminal

3. telephony-service

4. moh filename

5. multicast moh ip-address port port-number [route ip-address-list]

6. exit

7. ephone phone-tag

8. multicast-moh

9. end

DETAILED STEPS

Command or Action

Purpose

Step 1

enable
Example:

Router> enable

Enables privileged EXEC mode.

•Enter your password if prompted.

Step 2

configure terminal
Example:

Router# configure terminal

Enters global configuration mode.

Step 3

telephony-service
Example:

Router(config)# telephony-service

Enters telephony-service configuration mode.

Step 4

moh filename
Example:

Router(config-telephony)# moh minuet.au

Enables music on hold using the specified file.

•If you specify a file with this command and later want to use a different file, you must disable use of the first file with the no moh command before configuring the second file.

Step 5

multicast moh ip-address port port-number [route ip-address-list]
Example:

Router(config-telephony)# multicast moh 239.10.16.4 port 2123 route 10.10.29.17 10.10.29.33

Specifies that this audio stream is to be used for multicast and also for MOH.

Note This command is required to use MOH for internal calls and it must be configured after MOH is enabled with the moh command.

•ip-address—Destination IP address for multicast.

•port port-number—Media port for multicast. Range is 2000 to 65535. We recommend port 2000 because it is already used for normal RTP media transmissions between IP phones and the router.

•route—(Optional) List of explicit router interfaces for the IP multicast packets.

•ip-address-list—(Optional) List of up to four explicit routes for multicast MOH. The default is that the MOH multicast stream is automatically output on the interfaces that correspond to the address that was configured with the ip source-address command.

Note For MOH on internal calls, packet flow must be enabled to the subnet on which the phones are located.

Step 6

exit
Example:

Router(config-telephony)# exit

Exits telephony-service configuration mode.

Step 7

ephone phone-tag
Example:

Router(config)# ephone 28

Enters ephone configuration mode.

Step 8

multicast-moh
Example:

Router(config-ephone)# no multicast-moh

(Optional) Enables multicast MOH on a phone. This is the default.

•This command is supported in Cisco Unified CME 4.0 and later versions.

•The no form of this command disables MOH for phones that do not support multicast. Callers hear a repeating tone when they are placed on hold.

•This command can also be configured in ephone-template configuration mode. The value set in ephone configuration mode has priority over the value set in ephone-template mode.

Step 9

end
Example:

Router(config-ephone)# end

Returns to privileged EXEC mode.

Configuring Music on Hold from a Live Feed

To configure music on hold from a live feed, perform the following steps.

Note If you configure MOH from an audio file and from a live feed, the router seeks the live feed first. If a live feed is found, it displaces an audio file source. If the live feed is not found or fails at any time, the router falls back to the audio file source.

Prerequisites

•SIP phones require Cisco Unified CME 4.1 or a later version.

•VIC2-2FXO, VIC2-4FXO, EM-HDA-3FXS/4FXO, EM-HDA-6FXO, or EM2-HDA-4FXO

•For a live feed from VoIP, VAD must be disabled.

Restrictions

•A foreign exchange station (FXS) port cannot be used for a live feed.

SUMMARY STEPS

1. enable

2. configure terminal

3. voice-port port

4. input gain decibels

5. auto-cut-through (E&M only)

6. operation 4-wire (E&M only)

7. signal immediate (E&M only)

8. signal loop-start live-feed (FXO only)

9. no shutdown

10. exit

11. dial peer voice tag pots

12. destination-pattern string

13. port port

14. exit

15. ephone-dn dn-tag

16. number number

17. moh [out-call outcall-number] [ip ip-address port port-number [route ip-address-list]]

18. exit

19. ephone phone-tag

20. multicast-moh

21. end

DETAILED STEPS
Command or Action

Purpose

Step 1

enable
Example:

Router> enable

Enables privileged EXEC mode.

•Enter your password if prompted.

Step 2

configure terminal
Example:

Router# configure terminal

Enters global configuration mode.

Step 3

voice-port port
Example:

Router(config)# voice-port 1/1/0

Enters voice-port configuration mode.

•Port argument is platform-dependent; type ? to display syntax.

Step 4

input gain decibels
Example:

Router(config-voice-port)# input gain 0

Specifies, in decibels, the amount of gain to be inserted at the receiver side of the interface.

•decibels—Acceptable values are integers -6 to 14.

Step 5

auto-cut-through
Example:

Router(config-voice-port)# auto-cut-through

(E&M ports only) Enables call completion when a PBX does not provide an M-lead response.

•MOH requires that you use this command with E&M ports.
Step 6
operation 4-wire
Example:
Router(config-voice-port)# operation 4-wire
(E&M ports only) Selects the 4-wire cabling scheme.

•MOH requires that you specify 4-wire operation with this command for E&M ports.
Step 7

signal immediate
Example:

Router(config-voice-port)# signal immediate

(E&M ports only) For E&M tie trunk interfaces, directs the calling side to seize a line by going off-hook on its E-lead and to send address information as dual tone multifrequency (DTMF) digits.

Step 8

signal loop-start live-feed
Example:

Router(config-voice-port)# signal loop-start live-feed

(FXO ports only) Enables an MOH audio stream from a live feed to be directly connected to the router through an FXO port.

•This command is supported in Cisco IOS Release 12.4(15)T and later releases

Step 9

no shutdown
Example:

Router(config-voice-port)# no shutdown

Activates the voice port.

•To shut the voice port down and disable MOH from a live feed, use the shutdown command.

Step 10

exit
Example:

Router(config-voice-port)# exit

Exits voice-port configuration mode.

Step 11

dial peer voice tag pots
Example:

Router(config)# dial peer voice 7777 pots

Enters dial-peer configuration mode.

Step 12

destination-pattern string
Example:

Router(config-dial-peer)# destination-pattern 7777

Specifies either the prefix or the full E.164 telephone number to be used for a dial peer.

Step 13

port port
Example:

Router(config-dial-peer)# port 1/1/0

Associates the dial peer with the voice port that was specified in Step 3.

Step 14

exit
Example:

Router(config-dial-peer)# exit

Exits dial-peer configuration mode.

Step 15

ephone-dn dn-tag
Example:

Router(config)# ephone-dn 55

Enters ephone-dn configuration mode.

•dn-tag—Unique sequence number that identifies this ephone-dn during configuration tasks. Range is 1 to 288.

Step 16

number number
Example:

Router(config-ephone-dn)# number 5555

Configures a valid extension number for this ephone-dn.

•This number is not assigned to any phone; it is only used to make and receive calls that contain an audio stream to be used for MOH.

•number—String of up to 16 digits that represents a telephone or extension number to be associated with this ephone-dn.

Step 17

moh [out-call outcall-number] [ip ip-address port port-number [route ip-address-list]]
Example:

Router(config-ephone-dn)# moh out-call 7777 ip 239.10.16.8 port 2311 route 10.10.29.3 10.10.29.45
or

Router(config-ephone-dn)# moh out-call 7777

Specifies that this ephone-dn is to be used for an incoming or outgoing call that is the source for an MOH stream.

•(Optional) out-call outcall-number—Indicates that the router is calling out for a live feed for MOH and specifies the number to be called. Forces a connection to the local voice port that was specified in Step 3. If this command is used without this keyword, the MOH stream is received from an incoming call.

•(Optional) ip ip-address—Destination IP address for multicast.

If you are configuring MOH from a live feed and from an audio file for backup, do not configure a multicast IP address for this command. If the live feed fails or is not found, MOH will fall back to the ip address that you configured using the multicast moh command in telephony-service configuration mode. See the "Configuring Music on Hold from an Audio File" section.

If you specify an address for multicast with this command and a different address with the multicast moh command in telephony-service configuration mode, you can send the MOH audio stream to two multicast addresses.

•(Optional) port port-number—Media port for multicast. Range is 2000 to 65535. We recommend port 2000 because it is already used for RTP media transmissions between IP phones and the router.

•(Optional) route ip-address-list—Indicates specific router interfaces on which to transmit the IP multicast packets. Up to four IP addresses can be listed. Default: The MOH multicast stream is automatically output on the interfaces that correspond to the address that was configured with the ip source-address command.

Step 18

exit
Example:

Router(config-ephone-dn)# exit

Exits ephone-dn configuration mode.

Step 19

ephone phone-tag
Example:

Router(config)# ephone 28

Enters ephone configuration mode.

Step 20

multicast-moh
Example:

Router(config-ephone)# no multicast-moh

(Optional) Enables multicast MOH on a phone. This is the default.

•This command is supported in Cisco Unified CME 4.0 and later versions.

•The no form of this command disables MOH for phones that do not support multicast. Callers hear a repeating tone when they are placed on hold.

•This command can also be configured in ephone-template configuration mode. The value set in ephone configuration mode has priority over the value set in ephone-template mode.

Step 21

end
Example:

Router(config-ephone)# end

Returns to privileged EXEC mode.
Verifying Music on Hold

Step 1 Use the show running-config command to display the running configuration. MOH commands are listed in the telephony-service part of the output.

Router# show running-config

telephony-service
fxo hook-flash
load 7960-7940 P00307020300
load 7914 S00104000100
max-ephones 100
max-dn 500
ip source-address 10.123.23.231 port 2000
max-redirect 20
timeouts ringing 100
system message XYZ Company
voicemail 7189
max-conferences 8 gain -6
call-forward pattern .T
moh flash:music-on-hold.au
multicast moh 239.15.10.1 port 2000
web admin system name admin1 password admin1
dn-webedit
time-webedit
transfer-system full-consult
secondary-dialtone 9
fac custom callfwd all **1
fac custom callfwd cancel **2
fac custom pickup local **3
fac custom pickup group *7
fac custom pickup direct **5
fac custom park *8
fac custom dnd **7
fac custom redial #8
fac custom voicemail **9
fac custom ephone-hunt join *3
fac custom ephone-hunt cancel #3
create cnf-files version-stamp Jan 01 2002 00:00:00
Step 2 Use the show telephony-service command to display only the telephony-service configuration information.

Configuration Examples for Music on Hold

This section contains the following examples:

•MOH from an Audio File: Example

•MOH from a Live Feed: Example

•Live Feed MOH with Audio File Backup: Example

MOH from an Audio File: Example

The following example enables music on hold and specifies the music file to use:

telephony-service
moh minuet.wav

The following example enables MOH and specifies a multicast address for the audio stream:

telephony-service
moh minuet.wav
multicast moh 239.23.4.10 port 2000

MOH from a Live Feed: Example

The following example enables MOH from an outgoing call on voice port 1/1/0 and dial peer 7777:

voice-port 1/1/0
auto-cut-through
operation 4-wire
signal immediate
!
dial-peer voice 7777 pots
destination-pattern 7777
port 1/1/0
!
ephone-dn 55
number 5555
moh out-call 7777

Live Feed MOH with Audio File Backup: Example

The following example enables MOH from a live feed and if the live feed is not found or fails at any time, the router falls back to the music file (music-on-hold.au) and multicast address for the audio stream specified in the telephony-service configuration:

voice-port 0/1/0
auto-cut-through
operation 4-wire
signal immediate
timeouts call-disconnect 1
description MOH Live Feed
!
dial-peer voice 7777 pots
destination-pattern 7777
port 0/1/0
!
telephony-service
max-ephones 24
max-dn 192
ip source-address 10.232.222.30 port 2000
moh music-on-hold.au
multicast moh 239.1.1.1 port 2000
!
ephone-dn 52
number 1
moh out-call 7777

Additional References

The following sections provide references related to Cisco Unified CME features.

Related Documents

Related Topic

Document Title

Cisco Unified CME configuration

•Cisco Unified CME Command Reference

•Cisco Unified CME Documentation Roadmap

Cisco IOS commands

•Cisco IOS Voice Command Reference

•Cisco IOS Software Releases 12.4T Command References

Cisco IOS configuration

•Cisco IOS Voice Configuration Library

•Cisco IOS Software Releases 12.4T Configuration Guides

Phone documentation for Cisco Unified CME

•User Documentation for Cisco Unified IP Phones

Technical Assistance

Description

Link

The Cisco Support website provides extensive online resources, including documentation and tools for troubleshooting and resolving technical issues with Cisco products and technologies.

To receive security and technical information about your products, you can subscribe to various services, such as the Product Alert Tool (accessed from Field Notices), the Cisco Technical Services Newsletter, and Really Simple Syndication (RSS) Feeds.

Access to most tools on the Cisco Support website requires a Cisco.com user ID and password.

http://www.cisco.com/techsupport

Feature Information for Music on Hold

Table 4 lists the features in this module and enhancements to the features by version.

To determine the correct Cisco IOS release to support a specific Cisco Unified CME version, see the Cisco Unified CME and Cisco IOS Software Version Compatibility Matrix at http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/requirements/guide/33matrix.htm.

Use Cisco Feature Navigator to find information about platform support and software image support. Cisco Feature Navigator enables you to determine which Cisco IOS software images support a specific software release, feature set, or platform. To access Cisco Feature Navigator, go to http://www.cisco.com/go/cfn. An account on Cisco.com is not required.

Note Table 4 lists the Cisco Unified CME version that introduced support for a given feature. Unless noted otherwise, subsequent versions of Cisco Unified CME software also support that feature.

Table 4 Feature Information for Music on Hold

Feature Name

Cisco Unified CME
Version

Feature Information

Music on Hold

4.1

Music on hold for SIP phones was supported.

4.0

•Music on hold was introduced for internal calls.

•The ability to disable multicast MOH per phone was introduced.

3.0

The ability to use a live audio feed as a multicast source was introduced.

2.1

Music on hold from a live audio feed was introduced for external calls.

2.0

Music on hold from an audio file was introduced for external calls.