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MOH issues when call put on hold from branch location

Hi All,

CM version 4.1.2 sr1

Central Office---Branch location

We have 3 CCM's on central location one Pub and 2 Sub's serving 250 ip phones. WE have Cisco IPCC enterprise sitting on the central site as well.

10 Ip phones sitting in branch location connected via IP WAN cloud.

Calll flow

Ip phone(Branch location)--Calls receptionist(Branch Location)--Call UP IVR at Central Location.(Welcome file plays perfectly fine)..As the call is landed in the Queue as per the Script it should be put on hold. And as the caller put on hold he dont hear any MOH stream. just dead air. We are using MOH Multicasting. This problem is intermittent

However when we call to the ip phone from PSTN directly MOH plays fine.

When we call directly to central site and when call hits IVR and IVR plays the script and puts user on hold again the issue is same. No MOH at all.

Checked on IVR logs and found that when caller put on hold codec change from G729 to G711 and caller doesnt hear MOH.

Any help of where to look at will be appreciated

I am planning to take detailed ccm trace during the off hours.to see what is happening..

Daljeet

1 REPLY
Hall of Fame Super Red

Re: MOH issues when call put on hold from branch location

Hi Daljeet,

I think you have discovered the probelem here **Transcoding** Have a look at the following;

These audio codecs are supported by the Cisco CallManager MOH server:

G.711 u-law.

G.711 a-law.

G.729 Annex A (G.729A).

Wideband - uncompressed (proprietary 16-bit resolution and 16 kHz sampled audio).

Note: Because the G.729a codec is designed for human speech, using it with music on hold for music may not provide acceptable audio quality.

**Ensure that the Correct Codecs are Selected in the Supported MoH Codecs in Cisco IP Voice Media Streaming Application**

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_qanda_item09186a00801b34cc.shtml#q5

Have a look at this good doc;

CallManager MoH uses G.711 Codec while Voice Calls use G.729 Codec Configuration Example

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_configuration_example09186a00803f8950.shtml

Hope this helps!

Rob

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