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Setting Music On Hold (MOH and EMOH)

Overview

Music On Hold (Music On Hold) settings allow you to control the music your callers hear when they are placed on hold.

To enable MoH, you must first increase your MoH channels to greater than 1 under the "Account" tab, PBX Settings box, Configure Music On Hold.  Please check to see if this feature is already included in any plan you currently subscribe. You will only be charged if you are over your plan's allotment.

The MoH feature can be customized in the following interface locations:

  • Under the "Account" tab, you can set the number of simultaneous channels for your phone system, set a default MoH stream for your PBX, and enable Enhanced Music on Hold.
  • From the "Users" page, you can set the MoH stream for each individual user.
  • Under the "Resources" tab, you can create Music Sources for Enhanced MoH.
  • Under the "Apps" Tab, you can modify Music Sources for OnNet Conference Suite and ACD Queue MoH.

While OnSIP offers MoH to every customer, certain phones do not support this service. Click here to see Phone Limitations.

 

Configuring MoH

Account Tab: Setting Channels and Enabling Enhanced MoH

Set Number of Channels

The number of simultaneous channels is the maximum number of calls on hold that will hear music at any one time. After the simultaneous MoH limit is exceeded, you many continue to place calls on hold, but the calls will not hear music.

To increase the number of simultaneous channels for your PBX, slide the bar to the desired number of channels (see screen shot below). Please note this will incur additional costs per current pricing for any number of channels over what your plan includes.

"Channels" refers to the amount of callers that can be put on hold with music at a given time. It does not have to do with choices or type of music. For instance, if you have 5 users under the Pay As You Go plan, you will have 5 channels. Thus, up to 5 callers can be placed on hold at a given time and hear music. Once a 6th caller is put on hold, that 6th caller will not have music as he/she waits. As long as 5 or less callers are put on hold at a given time, MoH will play.

Set the Default Music Stream

Unless you choose a specific stream for a user (under the "Users" tab), the user's particular MoH stream will be set to the default stream. You can choose which stream (Jazz, Classical, or Elevator) is the default for your PBX in this setting. You may also choose an external file or Shoutcast/Icecast music source as your default, but Enhanced MoH must be enabled in order for your users to stream that as their hold music.

Set Enhanced MoH

With standard MoH, you can choose from three music sources: Jazz, Classical, and Elevator.  Enhanced Music on Hold (EMoH) allows you to specify an externally-hosted file (Dropbox, Google Drive, etc.) or any of over 100,000 Shoutcast/Icecast streams as your EMoH music sources within the "Resources" tab.  To enable Enhanced MoH, select the check box as seen below.

Note: this will incur additional costs per current pricing.

Enable Enhanced MoH

 

Users Tab: Select MoH Stream for Individual Users

From the "Users" tab, you can set the MoH stream for each individual user. Just click to modify the user's music stream as seen in the below screen shot.  If you have not enabled Enhanced MoH, you will be able to select from the three standard choices. If you wish to add a specific stream that is not within the standard choices (as seen below), you must enable Enhanced MoH in the "Account" tab. Then, you can add additional music streams in the "Resources" tab.

Modify music stream

 

Apps Tab: OnNet Conference Suites and ACD Queues

OnNet Conference Suite

The OnNet Conference Suite MoH is the music that plays when only one user has entered the conference call and is waiting for the others to join. You can edit the MoH for a particular OnNet Conference Suite by clicking on a specific OnNet Conference suite to expand boxes and modify the Music On Hold box (screen shot below).

Initially, you will have the three standard music options. You can add additional music streams for your conference suites under the "Resources" tab as described below. For OnNet Conference Suite MoH, you do not need to enable Enhanced MoH to add additional streams.

Edit MoH for OnNet Conference Suite

ACD Queues

When setting "Caller Settings" under ACD Queue Details box, select "Caller Hears" and select music stream.

Caller Hears under Caller Settings

 

Resources Tab: Add Music Sources (Enhanced MoH)

If you have enabled Enhanced Music on Hold (EMoH), you can specify any customer-hosted file (a URL) or Shoutcast/Icecast stream as your EMoH music source. To add a music stream to your MoH options, choose the "Resources" tab and choose "Create new Resource" and create a new Music Source. From there, either add your own custom URL, or use our station browser to browse the station directory and choose your own music source. While browsing, you have the option to preview a music station. Once the music source is named and saved, you can choose that music source for individual users under the Users "tab" and the "Music on Hold" section.

Choose music source

 

How Can I Create My Own Customized MoH Stream?

For a custom music on hold stream, there are three options.

  • Choose from our list of thousands of online music stations in the station Browser when creating a new music source
  • Create a high quality mp3 file, and host it on a file sharing service like Dropbox, Box or Google Drive.  For Dropbox, make sure the file is shared and you have ?dl=1 at the end of the URL.
  • Host on an Icecast or Shoutcast server. (Created externally by the customer)

 

Creating an external source for Enhanced Music on Hold

  1. Subscribe to Enhanced MoH
  2. Obtain the URL for your hosted Shoutcast/Icecast stream or the download URL from your file sharing service. The file must have the proper permissions for anyone with the URL to be able to download.
  3. Enter that URL as a "New Music Source" under the "Resources" tab
  4. Select this new music source for a certain user under "Users" > "Individual Users" > "Music Stream"

New music source

 

Important: Phone Limitations

Not all phones support MoH. Please check our Knowledgebase to see if there is a MoH URL field, or contact the phone manufacturer for a MoH URL setting. We can confidently say MoH is available for Polycom phones configured on our boot server and Panasonic desk phones (not DECT - see top of article ) configured on our boot server. Cisco and Linksys support our MoH standard; however, there seems to be an issue with their support for an outbound proxy with MoH. In particular, we have support threads open with Cisco on the matter.

 

Polycom Phones

If you use Polycom phones, you must use the OnSIP Polycom boot server to utilize MoH.

  • Polycom: All Polycom phones on our boot server support MoH.

 

Panasonic Phones

If you use Panasonic phones, the desktop phones are the only phones that will support MoH, but you must use the OnSIP Panasonic boot server to utilize MoH.

  • Panasonic: KX-UT113, KX-UT123, KX-UT133, KX-UT136, KX-UT248-B, KX-UTG200B, KX-UTG300B support MoH
  • Panasonic Kx-TGP5xx do not support MoH

 

Grandstream Phones

If you use Grandstream phones, the desktop phones, specifically models in the 21xx-series and GXP1610 are the only phones that will support MoH. Phones must use the OnSIP boot server to utilize MoH.

The Grandstream GXP3240 and 3275 have the ability to upload an MP3 file via the phone's web interface. Details on how to do this would be in either the User Manual or reaching out to Grandstream.

The Grandstream GXP31xx and GXV31xx-series do not have the ability to either upload nor use URL file for MOH. MOH is not a feature available with these models.

 

Cisco/Linksys Phones

If you are using Cisco/Linksys phones there is currently a problem with the firmware for the 5xx (firmware version 7.5.2b and 7.6.2) and 9xx (firmware version 6.1.5(a)) SPA phones. The phone does not send the music on hold requests through the outbound proxy. This has been recognized as a bug by Cisco forum administrators; no known patch exists. For more information please follow these Cisco forum threads:

  • SPA 942
  • Linksys/Cisco SPA: 5XX Phones = Very limited functionality and depends on firmware.  **504 & 508G do NOT work.  Some customers have had success with 525G2 phones.

Update: May 2016 - We continue to work with Cisco to find a solution

 

Softphones

At this time, we are unaware of softphones that support MoH. You will still be able to place callers 'on hold,' but there will be no music.

 

Revised September 2016

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