Installation guide

Enterprise Telephony Features Planning Applications and Services
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ShoreTel 14.2 Planning and Installation Guide 157
Enterprise Telephony Features
Music on Hold
ShoreTel provides two options for implementing music on hold (MOH).
 Jack-Based Music on Hold: Audio is provided through the audio input port on the ShoreTel Voice
Switches that support MOH. A site needs only one MOHsource. Appendix F describes the
switches that support MOH.
 File-Based Music on Hold: Audio is provided through a digital file.
Jack-Based Music on Hold
Connecting the desired music source to the selected ShoreTel Voice Switch provides MOH. The
source can be recorded music or custom music, with prerecorded announcements or other information
for callers.
Each site with music on hold must have its own music source. To conserve bandwidth, music is not
sent across the WAN between sites, and MOH is selected by the ShoreTel Voice Switch where the CO
trunks are configured (i.e., the holding party). IP phone users do not receive MOH when they are on an
internal call. See the ShoreTel System Administration Guide for additional information.
Before installing the system, confirm that you have music sources for each site, including the music
and the required equipment for playback.
Details related to MOH over SIP Trunks
 Music On Hold for SIP trunks is offered for environments where external users reach the ShoreTel
system through SIP trunks (such as BRI via a SIP gateway).
 If there is a MOH source at the same site as a SIP trunk, these trunks are connected to that source
when placed on hold, and the device at the other end of the trunk connects directly to the MOH
switch.
 The existing rules for MOH also apply to MOH for SIP Trunks:
 MOH is not sent across sites.
 The MOH source must be at the same site as the SIP trunk that utilizes it.
 If one of the parties in a conversation places the other party on hold, only the person who was
placed on hold hears MOH.
 MOH is supported on a SIP tie trunk to IP Phones in the following scenarios:
 From an IP phone to another IP phone.
 From an analog phone to an IP phone (i.e. putting the call on hold from an analog phone).
 From any trunk (PRI/analog) while placing an IP phone caller on hold.
 From any phone type to a SIP trunk device such as a Hitachi phone over the SIP tie trunk and
onto the SIP trunk device.