Contact Center Music on Hold

[aclark414]

On previous versions of the Contact Center (i.e. 4.66), music on hold could only be configured using .wav files. Does anyone know if version 5 allows for use of a different music on hold source (i.e. XM radio, MP3 player, etc.)?

[olafbrandt]

I don't think this has changed in Contact Center 5. What specifically would you like to be able to do? I am guessing you want designate an audio input device on the server as the source for your music. Yes?

[aclark414]

Yes, a customer of mine would like to designate an audio input device on the server. Better yet, I would love to be able to use the music device that I have hooked into the ShoreTel switch. Using MOH from wav files on the Contact Center results very low quality sounding music.

[benchtoplabs]

I have seen this question a lot, but most of the contact centers I have worked with eventually come to the realization that they prefer to lock in a specific call flow and "sound". If you do the conversions right, with good source material, the audio should sound good.

[olafbrandt]

The Contact Center wave file fidelity should be 8KHz mu-law which is identical to the ShoreGear switch based MoH fidelity.