There are two ways to deploy streaming messages On Hold on Avaya Aura Media Server. One is becoming more popular for contact centers. Easy On Hold’s Streaming Queue Music service is a cloud-based media streaming service built to enhance and maintain quality customer experiences in the contact center queue.
How can I use streaming messages on hold on Avaya AMS?
Easy On Hold, an Avaya DevConnect Technology Partner, has the only fully tested streaming hold music audio solution available for Avaya Aura Media Server.
Specifically, the solution is called Streaming Queue Music, a cloud-based media streaming service connecting call center platforms to a continuous stream of scheduled and randomized content (music and/or messages). Single or multiple simultaneous streams can be supported, providing customized content and a unique caller experience.
The Avaya Aura Platform is the foundation of Avaya’s team and customer engagement solutions.Avaya Aura Platform Overview (devconnectprogram.com)
As many as 64 unique inbound streams can be managed in each AAMS. The Streaming Queue Music solution uses HTTP Live Streaming (HLS). The media server makes a recording of 15 minutes of streaming audio (on a rolling basis) to use as failover audio, if the server cannot reach the stream(s).
Why is streaming messages on hold preferred over audio files?
Caller queue and hold times continue to be a weak link in call handling scenarios. Why? Longer hold times, a common experience during the COVID-19 pandemic, meant existing hold music tracks would be heard many times over, inducing caller fatigue. Many new cloud communications platforms are rushed to market with few options for hold and queue music, other than file uploads or dreary default music.
The need for easily managed meaningful content in the queue continues. Hold times still happen; still fluctuate through the day, and as always, waiting customers are easily frustrated.
The Easy On Hold® Streaming Queue Music™ approach connects contact center platforms to a continuous stream of scheduled and randomized content (music and/or messages). Multiple streams in various call groups offer unique caller experiences that keep callers informed and connected with your brand.
The Easy On Hold® Streaming Queue Music™ service works with the Avaya Aura® Media Server and has been a game-changer for contact center managers, marketers, and customers.
6 Reasons to use Messages On Hold on Avaya AMS
In many cases today, streaming audio is simplifying programming for administrators.
- Streams do not take up storage
- Manage content in the cloud, not on the phone system
- Authorized login option for modifying content
- Local tech team no longer managing/loading audio files
- Continuous stream of changing music provides variety
- The deployment of streaming audio can be as simple as entering an http URL into a text field on the phone interface.
Downoad: Avaya Streaming Solution Whitepaper
Streaming Queue Music tested on Media Server 8.0 and 10.1
As an Avaya DevConnect Technology Partner, Easy On Hold Streaming Queue Music has completed thorough testing for Media Server 8.0 and 10.1. At the Easy On Hold Knowledgebase, you can download the Application Notes from the Avaya Solution & Interoperability Test Lab.
A simulated enterprise site containing the Avaya Media Server and Communication Manager was installed at the Avaya Solution and Interoperability Lab. HTTP Internet connectivity is required to connect the Media Server to the Easy On Hold® Streaming Queue Music™ service, via the provided URLs of the streaming sources in the cloud.Avaya DevConnect Appliation Notes
Background Information on Avaya Aura Platform
Avaya developed Aura to unify call center and medium-to-large businesses’ communication needs. Within Aura lies Avaya Communication Manager
Avaya Streaming Music On Hold Transcoding
Each music stream is transcoded one time by Avaya Aura® MS, and is shared across all sessions using the same codec. The media server uses the G.722 codec to encode the audio.
You can easily view the status of each stream. Aura will provide a 15-minute fail-over backup audio file recorded from the stream.
Download: Implementation and Administering Avaya Aura Media Server
Using a unique application of the Session Initiation Protocol (SIP), the Avaya Aura Platform unifies media, networks, devices, applications and presence across a common infrastructure.
Avaya Aura® Communication Manager is an open, extensible IP telephony platform deployed as an IP PBX or feature server supporting a SIP-only environment or an evolution server supporting both SIP and non-SIP environments.
Avaya Streaming Music On Hold is a significant opportunity for your organization. Some of the benefits:
- Simplification of programming (automated by Easy On Hold)
- Reduced team involvement (changing audio files)
- Higher quality audio source
- Reduced repetition, leading to higher customer satisfaction
- Reliable and supported by Avaya
- Easily deployed to specific endpoints
- Introduce multiple streams for specific user groups
Upgrades Increasingly Support Streaming Music On Hold
Easy On Hold®, the leader in streaming on hold audio, is the ideal technology partner for turnkey outsourced MOH streaming service. With the introduction of streaming custom music and messages on hold by Easy On Hold, communications platforms are increasingly making accommodations for a custom URL as the music on hold source.
Warning: Performance Licenses Required
Unlicensed music streams for music on hold can be a legal disaster for your organization. Avaya would be wise to publish warnings about copyright infringement liability that are prudent with the new streaming capabilities.