Avaya G650 MoH Silence Issue

[MoHGurue]

Hello Yall,
I have a client who has an Avaya G650 phone system. She is using a Lucent KS23395L4 audio adapter between the MoH player and the 110 punch down block. So the RCA cord comes out of the MoH player, goes into the KS-23395L4, the two wires come out of this adapter and punch down on the 110 block. The problem is they are playing Silence on Hold. The message is loaded onto the MoH player, the light is steady green, and the volume is all the way up.

Is this the only way to connect an MoH player to this phone system? What are some of the possible causes for this silence on hold issue? I am thinking, they either have a wiring issues between the Lucent adapter and the 110 block, or the Lucent adapter might have gone bad

Thank you

 

[4merAvaya]

Bypass the coupler and connect the music player directly to the AUX or analog port. Use a butt set on the music port to adjust the voulme. If you have it turned all the way up it's probably too loud. Use the butt set to verify music is coming out of the player.

Kevin

 

[MoHGurue]

Thank you so much Kevin, I'll pass your instructions to the client