Music on hold

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How do I play music to callers while they are on hold?

You can plug an audio device into the MUSIC jack, or you can upload a music file to the FortiVoice system. 

Audio device: You can use a PC sound card, radio, CD player or tape player.

Purchase an audio cable that has 1/8" male mono connectors on both ends.

  1. Plug one end into the FortiVoice MUSIC jack and the other to the audio device's headphone jack.
  2. Open the FortiVoice management software to the On-Hold/Ringback page.
  3. In the On- Hold Settings section, select Play music whose source is connected to the MUSIC jack.
  4. Save settings to FortiVoice.

Music file: You can use a WAV file. The file must be 8 Khz, 8 bit, mono, u-law format of up to five minutes.

Open the FortiVoice management software to the On-Hold/Ringback page.

  1. Select Play music from file loaded on FortiVoice.
  2. Click the Load Wav File button.
  3. Click Yes to continue.
  4. Select the file you want to load and click Open.
  5. Save settings to FortiVoice.

Why do callers hear silence instead of music on hold?

  1. See if your device has stopped playing. If you're playing a CD, enable 'repeat' on the music source.
  2. The volume of the music source is too low or off.
  3. Make sure to use a mono cable for the audio connection. Do not use a stereo cable.

Why do callers hear on-hold tones and not music when put on hold?

You have not enabled music on hold in the software. 

  1. Open the FortiVoice management software to the On-Hold/Ringback page.
  2. Select Play music from file loaded on FortiVoice or Play music whose source is connected to the MUSIC jack, depending on the method you want to use.
  3. Save settings to FortiVoice.

How do I adjust the volume for music on hold?

Audio device: Adjust the volume of the input device. 

Music file: Open the FortiVoice management software to the On-Hold/Ringback page. Adjust the volume in the Playback volume for music file pulldown menu.
 


Why don't remote extensions hear music on hold? 

With Same Line Connect, the caller is put on hold at the phone company, which prevents FortiVoice from playing music to the caller. If you use a second line to route calls to a remote extension, callers hear music while on hold. 


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