Messages On Hold On Avaya Platform
Messages On Hold on Avaya Platform
There is a new way to deploy messages on hold on Avaya 7.0+ at your company or call center. In the past, you may have loaded audio files to let callers know they’re still connected to the queue, however there are sound quality and other issues.
This article talks about new technologies allow live streaming audio to be integrated, providing simplification of content management, in addition to branding opportunities.
Avaya 7.0+ with Aura now accepts streaming music on hold messages, like those offered by Easy On Hold. (More details about streaming music on hold services here…) Easy On Hold is the leader in providing streaming on hold audio and is an ideal technology partner for turnkey outsourced MOH streaming service.
Stream Messages On Hold On Avaya 7.0+
In many cases today, streaming audio is delivering better-sounding hold audio while
simplifying programming for administrators.
- Streams do not take up storage
- Content is managed in cloud, not on 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.
Messages On Hold on Avaya Unified Communications Platform
Avaya Aura® Media Server Streaming MoH from an External Source [7.0.1] Communication Manager can utilize the IP address information of a Music on Hold (MoH) streaming server to play music when a call is placed on hold. HTTP(s) MP3 stream is supported. The streaming protocol accepts the standard HTTP/MP3 streaming provided by Easy On Hold.
Music streams managed by this feature play continuously in the background, similar to a CD on repeat or a radio broadcast. Each stream can be replicated efficiently to thousands of endpoints.
Management and Scale
Messages On Hold On Avaya are configured on AAMS using the AAMS EM. Enhanced monitoring screens have also been added. A stream key (configured on AAMS) is used to reference each stream. CM requires the same configuration to reference the stream. Maximum configurable streams is 64.
You can easily view the status of each stream. Streams are buffered to provide a 15-minute fail-over backup audio file.
Background Information on Avaya 7.0 with Aura
Avaya developed Aura as a way to unify communication needs in the call center and medium-to-large-size business. Within Aura lies Avaya Communication Manager
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 that can be deployed as an IP PBX or feature server supporting a SIP-only environment, or as an evolution server supporting both SIP and non-SIP environments.
A streaming on hold queue is preferred in contact center and call center applications, as this deployment provides desired capabilities:
- 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
- Multiple streams can be utilized for specific user groups
Avaya 7+ with Avaya Aura provides the ideal integration for content streams in hold queues. Easy On Hold is the leader in providing streaming on hold audio and is an ideal technology partner for turnkey outsourced MOH streaming service.
Upgrades Increasingly Support Streaming Music On Hold
As we have seen, two years after the introduction of streaming custom music and messages on hold by Easy On Hold, IP PBX platforms are increasingly making accommodations for a custom URL as the music on hold source.
Warning: Performance Licenses Required
The temptation for techs to put in an unlicensed stream of music on hold, however, must be resisted. Avaya would be wise to publish warnings about copyright infringement liability that are prudent with the new streaming capabilities.
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