Unify OpenScape Business: SIP Calls Cutting Off

Problem Details:

When a call comes in, or a call is made outbound on SIP and is, for example, placed on hold, the call cuts off.

Cause:

From what I have seen, this is down to a codec problem in the configuration.

Solution:

Connect to the system using Manager E and navigate to the following location:

Settings | Auxiliary Equipment | Announcement

 manager-e

Once here, you will need to check the codecs in the bottom right hand corner under:

MOH Sources | Audio Codecs 

Check which codecs are configured and make sure that the top 2 are ones supported by your SIP carrier, e.g. in the UK, set the top 2 to G.729a and G.711a

As far as I know, this can only be done through Manager E and not through the Web Based Management, as this option does not seem to appear. This may change in later releases and this How To will be updated if and when it does.

Avaya IP Office – Custom Outbound Music On Hold

Introduction

This How-To covers setting up different outbound Music On Hold sources and can be applied at both a system level and a user level.

Steps:

1: Configure Custom Music On Hold File

Connect to the IP Office config and add in your additional Music On Hold files to be used:

System | Telephony | Tones & Music

Alternate Sources.PNG

2: Create/Amend System or User Short Code

Once the Music On Hold is configured in the config, you will then need to either create or modify your short codes to allow the different Music On Hold sources to play in an outbound call.

If you have an existing short code like this:

9N;
Dial
N

and want to keep this as your default route out and only want to use different Music On Hold for specific calls, you can do the following in a new short code:

8N;
Dial
Nh(2)

What this means is that you would need to dial 8 for an outside line instead of 9 and it will use the 2nd Music On Hold source you have configured.

If you want specific users to dial out and give different music on hold, for example in a multi tenanted system, you can do this in the user’s short code area by adding the following after the N or “.” in the Telephone Number field:

h(x) – where x is the number of the hold music you wish to use

Conclusion

Save the config back to the system and if you have added in a new Music On Hold alternate source, you will also need to reboot the system for it to pick the file up from the Manager folder. This should now play the different Hold Music sources on outbound calls.

As of R9.1, you have the following alternate options of Hold Music:

  • WAV: To specify a wav file, enter WAV: followed by the file name. Playback resumes from where it left off the last time.

  • XTN: Any analog extension. Not applicable to Linux systems.

  • WAVRST: To specify a wav file, enter WAVRST: followed by the file name. Playback is started every time from the beginning.

  • WAVDIR: Multiple WAV file source. The WAV files must be stored in the /opt/ipoffice/tones/mohwavdir/ directory. Playback resumes from where it left off the last time. Not applicable to IP500 V2 systems.

  • WAVDIRRST: Multiple WAV file source. The WAV files must be stored in the /opt/ipoffice/tones/mohwavdir/ directory. Playback is started every time from the beginning. Not applicable to IP500 V2 systems.

  • USB: Supports multiple USB inputs. Enter USB:<number>. Not applicable to IP500 V2 systems.

  • LINE: In Server Edition networks, setting the Secondary Server and Expansion Server Alternate Source to Line allows the server to receive streamed audio from a source on the Primary Server. On the Secondary Server and Expansion Server, enter Line:x,ywhere x is the line number to the Primary Server and y is the MOH source number on the Primary Server.

Avaya IP Office – Custom Inbound Music On Hold

Introduction

This How-To covers setting up different inbound Music On Hold sources and can be applied at both the incoming call route and also on individual groups.

Steps:

1: Configure Custom Music On Hold File

Connect to the IP Office config and add in your additional Music On Hold files to be used:

System | Telephony | Tones & Music

Alternate Sources.PNG

2: Create/Amend Incoming Call Route or Group

Once the Music On Hold is configured in the config, you will then need to either create or modify your Incoming Call Route or Group to allow the different Music On Hold sources to play during an inbound call.

If you are doing this on the Incoming Call Route, go to the Standard tab, you need to change the Hold Music Source to your desired Music On Hold source configured in step 1. This is useful if you want every call to a specific number to have a different Music On Hold to the standard Music On Hold, for example in a multi tenanted system where different Hold Music is required.

If you are doing this on the Group, go to the Group tab and again, change the Hold Music Source to your desired Music On Hold source configured in step 1. This is useful when you want calls to a specific group to have a different Music On Hold to the standard Music On Hold, for example, when a call has gone through a menu, reaching a group which wants different Hold Music to the rest of the company.

Conclusion

Save the config back to the system and if you have added in a new Music On Hold alternate source, you will also need to reboot the system for it to pick the file up from the Manager folder. This should now play the different Hold Music sources on inbound calls.

As of R9.1, you have the following alternate options of Hold Music:

  • WAV: To specify a wav file, enter WAV: followed by the file name. Playback resumes from where it left off the last time.

  • XTN: Any analog extension. Not applicable to Linux systems.

  • WAVRST: To specify a wav file, enter WAVRST: followed by the file name. Playback is started every time from the beginning.

  • WAVDIR: Multiple WAV file source. The WAV files must be stored in the /opt/ipoffice/tones/mohwavdir/ directory. Playback resumes from where it left off the last time. Not applicable to IP500 V2 systems.

  • WAVDIRRST: Multiple WAV file source. The WAV files must be stored in the /opt/ipoffice/tones/mohwavdir/ directory. Playback is started every time from the beginning. Not applicable to IP500 V2 systems.

  • USB: Supports multiple USB inputs. Enter USB:<number>. Not applicable to IP500 V2 systems.

  • LINE: In Server Edition networks, setting the Secondary Server and Expansion Server Alternate Source to Line allows the server to receive streamed audio from a source on the Primary Server. On the Secondary Server and Expansion Server, enter Line:x,ywhere x is the line number to the Primary Server and y is the MOH source number on the Primary Server.

Adjusting Music On Hold/Custom Recording Sound Levels

Introduction

This How-To covers adjusting the sound levels of music on hold/custom recordings for the Avaya IP Office/ShoreTel systems, but can be applied to other systems if they support the same file settings or if you know the correct settings required.

Steps:

1: Download Audacity

Download the free audio editor “Audacity” from the below link:

http://audacity.sourceforge.net/

2: Open Music File In Audacity

Right click on your audio file and select “Open with”, choosing Audacity from the list of programs to open the file with.

3: Adjust Track Volume

The average human can only distinguish volume changes of around 3 decibels (dB), so if you need to adjust the volume of your music on hold/custom recording files, it would be best to increase/decrease in 3 dB increments.

To do this in Audacity, on the left hand side of the audio track there should a volume bar which can be increased/decreased in levels of 1 dB, ranging from -36 dB up to +36 dB.

4: Save The Changes

After adjusting the volume, save the file with the necessary settings for your system.

For reference, the following audio settings are supported on Avaya/ShoreTel systems:

Avaya:
PCM/Uncompressed, 16-bit, 8 kHz, Mono

ShoreTel:
µ-law, 8-bit, 8 kHz, 16 kHz, Mono
α-law, 8-bit, 8 kHz, 16 kHz, Mono
16-bit, 8 kHz, Mono
16-bit, 16 kHz, Mono

All files must be in .WAV format. Files such as .mp3 are not supported.

Conclusion

All that’s left to do after saving is to copy the files to their relevant folders/locations and check to see whether the volume levels are at a more satisfactory level than before.

Converting Music On Hold/Custom Recordings

Introduction

This How-To covers converting music on hold/custom recordings into the correct format for the Avaya IP Office/ShoreTel systems, but can be applied to other systems if they support the same file settings or if you know the correct settings required.

Steps:

1: Download Audacity

Download the free audio editor “Audacity” from the below link:

http://audacity.sourceforge.net/

2: Open Music File In Audacity

Right click on your audio file and select “Open with”, choosing Audacity from the list of programs to open the file with.

3: Modify The Track Settings

Once you have opened the file, modify the following settings:

Project Rate (Hz): 8000
Tracks -> Stereo Track to Mono

4: Export Audio

All that’s left to do is to export your file. Go to File -> Export Audio (Ctrl + Shift + E) and you will see the export window appear asking you where you would like to save your file. Make sure you set the following settings when exporting:

Save as type: Other uncompressed files

Options:
Header: WAV (Microsoft)
Encoding: Signed 16 bit PCM

Once these settings have been confirmed, save the file.

Conclusion

All that’s left to do after conversion is copy the files to their relevant folders/locations.

For reference, the following audio settings are supported on Avaya/ShoreTel systems:

Avaya:
PCM/Uncompressed, 16-bit, 8 kHz, Mono

ShoreTel:
µ-law, 8-bit, 8 kHz, 16 kHz, Mono
α-law, 8-bit, 8 kHz, 16 kHz, Mono
16-bit, 8 kHz, Mono
16-bit, 16 kHz, Mono

All files must be in .WAV format. Files such as .mp3 are not supported.