Avaya Hold Music & Messages

Avaya Compatible Hold Music Solution, Tested by Avaya^®

Easy On Hold^® integrates with the Avaya Aura Media Server (AAMS).

Easy On Hold Streaming Queue Music is 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.

Discover the streaming hold music solution for Avaya in the DevConnect Marketplace.

Allow business and marketing teams to manage on hold music and messages remotely

1. Stream content is managed from a personalized, user-friendly control panel. Multiple persons may have log in privileges. Changes are heard immediately on the stream, or can be scheduled with custom start and stop dates
2. Streaming audio content can be shared across multiple call groups, or uniquely assigned to each of many call groups (sales, support, regions, etc.)
3. Emergency messages can be quickly turned on (with automatic stop date) for a particular queue

Why Integrate our Music On Hold Solution With Avaya?^®

When you connect the Content Control Center^™ from Easy On Hold ^® with your existing Avaya system, you can keep customers engaged and create the right music and messaging on hold experience.

1. Choose custom announcements to inform callers
2. Choose popular music, specially curated for call centers, to surprise and delight callers with longer wait times
3. A tested, proven, popular solution for Avaya Aura Media Server (7.0, 8.0, 10.1)

Our Avaya Music on Hold Solution Features^®

Our cloud-based streaming queue music solution for Avaya features clear audio streaming from the Easy On Hold Cloud.

1. On Aura, you may control volume and EQ to find-tune for your application.
2. Streaming in-queue audio music & messaging can be aligned with caller profiles at various stages of the customer experience.
3. Authorized users manage messaging and music in the customer portal. Individual topics are each scheduled to play only when needed, eliminating out-of-date messaging.
4. Emergency messages can be quickly turned on (with automatic stop date) for a particular queue.
5. The Media Server automatically keeps a buffer of 15 minutes of streaming content ("rolling 15 minute recording") which provides a backup when the streaming server is unreachable. Meanwhile, the media server polls the primary source every 10 seconds to restore the stream.
6. Other features include live monitoring of the status of music streaming providers, as well as providing controls for volume adjustments of the music level.
7. The Media Server supports up to 64 music streams across all the supported providers, making possible to create many unique caller experiences using targeted streaming content.

How Our Avaya Music Stream Works^®

Achieve higher caller satisfaction ratings with unique custom streaming MOH content.

1. The EOH streaming server sends HLS streams of audio directly into the Avay Aura Media Server. Customers control stream content from a personalized control panel. Changes are heard immediately on the stream, or can be scheduled with custom start and stop dates.
2. Streaming audio content can be shared across multiple call groups, or uniquely assigned to each of many call groups (sales, support, regions, etc.)
3. Messages, including pre-recorded emergency or standby announcements, can be turned on/off via the customer portal.
4. Existing customer audio can be hosted on the Easy On Hold^® stream(s).
5. Communication Manager accesses the provisioned music streams in the same way that it access an announcement for playback, using the case-insensitive Stream Key configured in the Media Server for the stream to identify the required music source.
6. Avaya Aura Media Server (v7+) does an excellent job of intaking streaming MOH (messages on hold/music on hold)
7. While Avaya documentation mentions Tunein Radio, please note that due to music licensing regulations, a better solution is the Easy On Hold® solution, which includes all performance licenses
8. Learn more: Avaya Aura MS documentation and Avaya Aura^® 8.1.X Platform