eastcoast10
Technical User
My primary music-on-hold trunk is configured for music broadcast. We have 30 licenses assigned against it and for the most part it works without issue.
We run a fair sized call centre on the switch as well as a general office environment. On a couple of occasions the call centre has reported that a caller has said that the music on hold was choppy or had a lot of static, but when they connect into the agent the line is clear.
A typical statement is:
"I just had a plan member tell me the hold music was cutting in and out and there was quite a bit of static.
Our conversation was fine and there was not any static on the line."
After I have heard those complaints I have used the ACOD code of the music trunk to listen in and hear what is going on, a number of times over a couple of days. I haven't noticed anything out of the ordinary.
So it opens up a question that I am not totally certain on - namely exactly how is the music broadcast feature feeding calls to multiple endpoints at once.
The documentation for the feature indicates that conference resources are not used it simply states " the Music Broadcast features allows the system to broadcast music to several parties at one time using a single Music Broadcast trunk port. This feature supports Music On Hold [MOH}. Music is now delivered using system software; hence, Conference Hardware is not required".
I envison the music being fed to our PBX from our external music source. The music getting converted to a wav file, and then the PBX pushing the WAV file out to the various TNs requesting music. I can envision that under heavy load the process can bog down and a user would hear music cutting in an out etc.
anyway....
That is my take on how music broadcast is done. Does anyone have an idea as to exactly how the PBX supports/delivers broadcast music on hold?
Can anyone theorize why the music broadcast might cut in and out and have static as per the complaint?
Does the problem suggest that there is a problem on a specific card in the PBX?
Thanks in advance
We run a fair sized call centre on the switch as well as a general office environment. On a couple of occasions the call centre has reported that a caller has said that the music on hold was choppy or had a lot of static, but when they connect into the agent the line is clear.
A typical statement is:
"I just had a plan member tell me the hold music was cutting in and out and there was quite a bit of static.
Our conversation was fine and there was not any static on the line."
After I have heard those complaints I have used the ACOD code of the music trunk to listen in and hear what is going on, a number of times over a couple of days. I haven't noticed anything out of the ordinary.
So it opens up a question that I am not totally certain on - namely exactly how is the music broadcast feature feeding calls to multiple endpoints at once.
The documentation for the feature indicates that conference resources are not used it simply states " the Music Broadcast features allows the system to broadcast music to several parties at one time using a single Music Broadcast trunk port. This feature supports Music On Hold [MOH}. Music is now delivered using system software; hence, Conference Hardware is not required".
I envison the music being fed to our PBX from our external music source. The music getting converted to a wav file, and then the PBX pushing the WAV file out to the various TNs requesting music. I can envision that under heavy load the process can bog down and a user would hear music cutting in an out etc.
anyway....
That is my take on how music broadcast is done. Does anyone have an idea as to exactly how the PBX supports/delivers broadcast music on hold?
Can anyone theorize why the music broadcast might cut in and out and have static as per the complaint?
Does the problem suggest that there is a problem on a specific card in the PBX?
Thanks in advance
