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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • Separate MOH sources

    I have a customer that wants to split out a departments music on hold. I was wondering if anyone had any success including work groups in this. I have gotten some mixed responses of whether it is feasible or not. A few of the responses I have received state that I may be able to do it with a remote server. I know the work groups obviously reside on the server and thus use their MOH but I noticed with version 8 that you can assign the work group to a particular server. My thinking is that if I create a separate site for these users with a DVM server that I can provide this group a separate MOH source. Has anyone done this that can confirm my suspicions?

  • #2
    have you tried this does it work???


    • #3
      MOH is "inserted" into the system using a SG switch, not a server. MOH also works under the rule of "one source per site", and MOH is assigned to calls depending on the site the trunk came into the system through. If you were to place 2 analog SG switches in a rack and assign them to seperate sites with MOH coming through both of them for their respective sites... Then.. Theoretically, all calls coming through each of those switches would get whatever MOH was plugged into the respective switches... This is the "equipment intensive" answer to your question..
      You would be better off using a really generic MOH and placing all your "site-specific" phrases in the WorkGroup Queue..


      • #4
        if you desperately needed multiple MOH sources in the same physical site and you have more than one shoretel switch you should be able to segment your network and put the switches in different subnets. Then you could assign the switches to different sites in director based on the subnets and have your MOH sources based on those sites/switches that are in the same location....

        or you could do something else I guess


        • #5
          There may also be an option to have no MOH from the switch and to synthesize it from the server instead using one of a number of approaches. Anything like this would need a custom, though.


          • #6
            We were able to accomplish this by implementing Contact Center since you can specify the hold music for each queue.


            • #7
              MOH woes

              I cannot of one thing that has been more of a deal killer than the MOH thing.

              It should be fairly easy to add anothe MOH input and add to director what lines/stations play which MOH.

              Quite a few of the legacy systems allow MOH to be recorded into a mailbox and one of the channels plays the MOH. That is on a 2 port or a 4 port el cheapo. You would think that that with 254 available channels, ShoreTel could do this. So much of what is simple and common sense is being made difficult.

              I'd wager that Professional Services can work out a solution for $3000. For every simple solution we have asked for (and available for free on legacy) is available for 3K and up.