Music on Hold not playing on IP500

[rm81]

Hello All,
Thanks in advance for taking the time to read this post.

I have a system IP500 V1 on 4.2 (17)we recently applied a WAV file (format is PCM 8Khz 16-bit mono 60 seconds long labelled as "holdmusic")applied to manager directory (c:/program files/Avaya/Ipoffice/Manager.)with the relevant call route pointed to the file

Powered down the system rebooted with manager running however cannot see any activity in the tftp log and the MOH does not seem to play.

Does anyone have any ideas or suggestions as to what i may be doing wrong?

Many thanks in advance

Knowledge....makes your head hurt

 

[lcsavaya]

Take a look in SSA, you should see something that says loading music on hold, does it come back as failed to load? or are you not seeing it at all?

 

[rm81]

IN system status all i can see is "failed to load Hold Music Source file" i had a conversation with our avay support who advised renaming the file to "holdmusic" as originally it was called "holdmusic.wav" power cycled the unit and still saw nothing in the tftp.

Knowledge....makes your head hurt

 

[lcsavaya]

Watch SSA, it should say loading at some point, but if you are seeing Failed to load, thats probably the issue. ive had this problem before and I never found a solution. Are you showing extensions on all files. or was it named holdmusic.wav.wav?

 

[rm81]

originally the file was named holdmusic.wav corrected this and re applied however no joy, checked and the system has a configured tftp address (this is the IP of the PC running voicemail pro and manager)

Had the user reboot the unit several times but no luck, is there a specific folder that the file needs to be placed in or am i correct in thinking as per the help file it needs to be placed in the manager directory?

I've disabled the firewall stopped the firewall service but still no moh,

Knowledge....makes your head hurt

 

[CarGoSki]

You will also see the condition of load in sysmon traces.

It's people like you who generalize.

 

[lcsavaya]

Sounds to me like you need an stereo and a 1/4 inch jack, and that will solve all your problems. =)

 

[rm81]

I wish it was so simple, really strange the file works fine on our test system here and our distributor tested it and it also worked their end, only thing i'm left thinking is perhaps a bug but i cant find any doc's relating to one

Knowledge....makes your head hurt

 

[bdelmar]

Open Manager, go to File>Preferences, and make sure "Enable BootP and TFTP Services" is checked. If it's unchecked, then Manager does not act as the TFTP server.

Also in the config, go to System>Telephony>Tones and Music, and make sure the MOH Source is set to WAV File.

 

[amriddle01]

Probably something blocking the file request and/or transfer, maybe firewall? You should see the request in the TFTP log of Manager if you don't it's being blocked somewhere

ACSS Small and Medium Enterprise (SME) Communications

I've just bought a brand new car and on the way out of the dealership the engine seized, they want £2000 paid in advance to look at it which they will keep if they can find a way to blame me for it......Remind you of anything

 

[lcsavaya]

I had the exact same issue on a new IP office 500 that i just put out, I still havnt found the solution, and i have it SCN'ed with a box right next to it, and that one loads the file just fine. Weird

 

[CarGoSki]

O.K. I had the issue a few weeks and had to resolve it like this: The problem is corruption in the ip500.

Create an additional file and call it holdmusic2.wav. Add it as alternate source number: 2, name: holdmusic2.wav, source: WAV:holdmusic2.wav

reboot.

You may find that holdmusic.wav now works but holdmusic2.wav does not. Delete alternate source 2 and reboot. With some luck holdmusic.wav will now work.

BTW you can modify your hold music short code so that you can try to play it.

*34N#
Hold Music
N


It's people like you who generalize.

 

[rm81]

Hi all firstly thanks for the reply's,

Following bdelmars post i checked and the TFTP was not checked in preferences, i can now see the file transferring via the tftp log, testing the moh can't be heard is this due to the system needing to be power cycled?

Thanks again

Knowledge....makes your head hurt

 

[rm81]

Slight development the moh source now loads and using *34 the moh can be heard however not when callers are put on hold the 500 has been powered down and rebooted.

Any suggestions please guys?

Many thanks

Knowledge....makes your head hurt

 

[CarGoSki]

Make sure everything else is set where it should be.

It's people like you who generalize.

 

[rm81]

Everything seems to be set correctly, to summarise the relevant incoming call route moh source is set to "holdmusic" i've also set the relevant hunt groups to use the same MOH source (not sure if maybe a reboot is required at this point)


Knowledge....makes your head hurt

 

[CarGoSki]

Work to prove to us everything is set correctly.

Post the entire contents of Tones and Music and post the entire contents of the incoming call route that does not play MOH along with any destined group.

It's people like you who generalize.

 

[rm81]

Hi all,

Gone back to basics on this and it's now working,backed up the config, defaulted the 500 and re applied the wav file to the manager directory which seems to have cured it, possibly a glitch somewhere perhaps.

I also found a work around that in this instance worked was to set the system source to Tone and label the moh file as holdmusic2 and set it as an alternate source, downside was i needed to set the incomming call routes to use the holdmusic2 wav.

I'd like to say a big thankyou to you all for taking the time to read this thread and update, your comments and advice/patience are always appreciated

Knowledge....makes your head hurt

 

[lcsavaya]

lol, this is the hell that awaits me, or im just gonna buy an ipod and put on repeat!