Installation guide

158 Planning and Installation Guide ShoreTel 14.2
Planning Applications and Services Music on Hold
8
File-Based Music on Hold
Music on hold audio files can be added to the system using ShoreTel Director. The file can be recorded
music or custom music, with prerecorded announcements or other information for callers. When file-
based MOH is enabled, files can be played to all endpoints, except SIP-tie trunks.
To enable file-based MOH, MOH source(s) must be configured to play the uploaded music files. Any
combination of Headquarters Server, DVS Server(s), or V-Switch(es) can be configured as MOH
sources.
When an MOH file is added to the system, the file is stored on the Headquarters server, and is then
automatically distributed to each server in the system that has file-based MOH enabled.
An MOH music file can be assigned to a specific user or group of users via Director. See the ShoreTel
System Administration Guide for additional information.
When a call is put on hold with file-based MOH enabled, the streaming source is selected from the
configured sources for the site. Sources with a higher maximum concurrent call limit are selected more
frequently.
After a source reaches the maximum call limit, the source is no longer available for additional MOH
calls. In this case, another configured MOH source for the site is tried. If all the sources at a site are
unavailable or unreachable, MOH falls back to the parent sites and repeats the process. If all file-
based MOH sources for the site and all its parents are exhausted, the call attempts to fall back to jack-
based MOH using the rules described in Jack-Based Music on Hold on page 157.
The resources used to generate MOH are shared with other voicemail services on these sources.
When planning, it is important to consider if a source will be able to handle concurrent usage of MOH
calls, VM, and AA activity. If more resources are required, an additional source dedicated to MOH can
be added to the ShoreTel system. For example, a DVS can be added with file-based MOH enabled
and no voice mailboxes or other server features configured. For more information, see "General
Feature Limitations on page 393.
Which File is Played When a Call is Put On Hold?
The file played when a call is put on hold is selected using the following rules:
1. If the call is incoming through DNIS and an MOH file is configured for that DNIS number, the MOH
file is played for the duration of the call, even after a transfer.
2. If the first rule does not apply and an MOH file is configured for the User Group of the user holding
the call, that User Group's MOH file is played.
3. If neither of the rules above applies and an MOH file is configured for the default system MOH file,
the system MOH file is played.
4. If none of the rules above applies, MOH uses the Jack-based MOH according to the rules
described in Jack-Based Music on Hold on page 157.
Jack-Based MOH vs. File-Based MOH
Table 28 compares jack-based MOH and file-based MOH.