Installation guide

Configuring Music On Hold 16-23
Chapter 16: PBX Feature Configuration
Wave Global Administrator Guide
Customizing music on hold
Each user, auto attendant, and Contact Center queue can have individualized hold music that is
different from the default system hold music. See the following:
•
User. See “Setting the user’s hold music” on page 11-78
•
User template. See “The Audio \ Hold Music, Voice Title, and Disk Usage tabs” on page
11-77
•
Auto attendant. See “Setting up an auto attendant’s hold music and greetings” on page
13-20
•
Contact Center queue. See “Setting up hold music” in Chapter 2 in the Wave Contact
Center Administrator Guide.
Important: You can select a specific WAV file to play to callers on hold in any of these
scenarios. Before you can do so, you must first set up a system port for music on hold, as
described in “Configuring Music On Hold” on page 16-16.
Using custom audio files for system hold music
You can use your own WAV audio files for system hold music. To do so, you must first create
audio files in the proper format, then place the files in the correct location on the Wave Server.
To create audio files for music on hold
1 Start with a WAV audio file of your choice. Do not overwrite this file.
Important: When you use your own WAV audio file for system hold music, you must start
with an 8-bit mu-law 8000 Hz 16-bit mono WAV file. If you start with the wrong format
WAV file, system hold music will not play back.
2 Launch an audio conversion tool. A recommended one is SmartSoft’s Smart WAV
converter, available at http://www.smartwavconverter.com. (You will need the pro
version.)
3 Convert your WAV file to G729 format and save a copy with the same name but with a
G729 extension.
4 Convert your WAV file to G723 5.3 kbps format (choose “3 bits”) and save a copy with the
same name followed by “_3bit.G723.” For example, “Name.wav” would create
“Name_3bit.G723.”
Release 2.0
September 2010