Table Of Contents

Music On Hold

Understanding Music On Hold

Music On Hold Definitions

Music On Hold Characteristics

Music On Hold Functionality

User Hold Example

Transfer Hold Example

Call Park Example

Supported Music On Hold Features

Music On Hold Server

Audio Sources for Music On Hold

Music On Hold CD-ROM

Creating Audio Sources

Managing Audio Sources

Multicast and Unicast Audio Sources

Multicast Configuration Checklist

Music On Hold System Requirements and Limits

Music On Hold Failover and Failback

Music On Hold Configuration Checklist

Monitoring Music On Hold Performance

Viewing Music On Hold Server Perfmon Counters

Checking Service States

Checking Device Driver States

Where to Find More Information

Music On Hold

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The integrated Music On Hold (MOH) feature allows users to place on-net and off-net users on hold with music streamed from a streaming source. The Music On Hold feature allows two types of hold:

•End-user hold

•Network hold, which includes transfer hold, conference hold, and call park hold

Music On Hold also supports other scenarios where recorded or live audio is needed.

This chapter covers the following topics:

•Understanding Music On Hold

•Music On Hold Server

•Audio Sources for Music On Hold

•Music On Hold System Requirements and Limits

•Music On Hold Failover and Failback

•Monitoring Music On Hold Performance

•Where to Find More Information

Understanding Music On Hold

The following sections explain the Music On Hold feature by providing definitions, service characteristics, feature functionality with examples, and supported features.

Music On Hold Definitions

In the simplest instance, music on hold takes effect when phone A is talking to phone B, and phone A places phone B on hold. If Music On Hold (MOH) resource is available, phone B listens to music streamed from a music on hold server.

The following definitions provide important information for the discussion that follows:

•MOH server—A software application that provides music on hold audio sources and connects a music on hold audio source to a number of streams.

•Media resource group—A logical grouping of media servers. You may associate a media resource group with a geographical location or a site as desired. You can also form media resource groups to control server usage or desired service type (unicast or multicast).

•Media resource group list—A list that comprises prioritized media resource groups. An application can select required media resources among available ones according to the priority order defined in a media resource group list.

•Audio source ID—An ID that represents an audio source in the music on hold server. The audio source can be either a file on a disk or a fixed device from which a source stream obtains the streaming data. One cluster can support up to 51 audio source IDs (1 to 51). Each audio source (represented by an audio source ID) can stream as unicast and multicast mode, if needed.

•Holding party—In an active, two-party call, the party that initiates a hold action (either user hold or network hold). Example: if party A is talking to party B, and party A presses the Hold softkey to initiate a hold action, party A is the holding party.

•Held party—In an active, two-party call, the party that does not initiate a hold action, but is involved. Example: if party A is talking to party B, and party A presses the Hold softkey to initiate a hold action, party B is the held party.

The following audio source ID selection rules apply for selecting audio source IDs and media resource group lists:

•The system administrator, not the end user, defines (configures) audio source IDs.

•The system administrator chooses (configures) audio source IDs for device(s) or device pool(s).

•Holding parties define which audio source ID applies to held parties.

•Cisco CallManager implements four levels of prioritized audio source ID selection with level four as highest priority and level one as lowest priority.

–The system selects audio source IDs at level four, which is directory/line-based, if defined. (Devices with no line definition, such as gateways, do not have this level.)

–If no audio source ID is defined in level four, the system searches any selected audio source IDs in level three, which is device based.

–If no level four nor level three audio source IDs are selected, the system selects audio source IDs defined in level two, which is DevicePool-based.

–If all higher levels have no audio source IDs selected, the system searches level one for audio source IDs, which are service-wide parameters.

The following media resource group list selection rules apply:

•Held parties determine which media resource group list a Cisco CallManager uses to allocate a music on hold resource.

•Two levels of prioritized media resource group list selection exist:

–Level two media resource group list provides the higher priority level, which is device based. Cisco CallManager uses the media resource group list at the device level if such a media resource group list is defined.

–Level one media resource group list provides the lower priority level, which is an optional DevicePool parameter. Cisco CallManager uses the DevicePool level media resource group list only if no media resource group list is defined in the device level for that device.

•If no media resource group lists are defined, Cisco CallManager uses the system default resources. System default resources comprise resources that are not assigned to any existing media resource group. System default resources are always unicast.

Music On Hold Characteristics

The integrated Music On Hold feature allows users to place on-net and off-net users on hold with music streamed from a streaming source. This source makes music available to any possible on-net or off-net device placed on hold. On-net devices include station devices and applications placed on hold, consult hold, or park hold by an interactive voice response (IVR) or call distributor. Off-net users include those connected through Media Gateway Control Protocol (MGCP)/skinny gateways, IOS H.323 gateways and IOS Media Gateway Control Protocol gateways. The Music On Hold feature is also available for Cisco IP POTS phones connected to the Cisco IP network through FXS ports on IOS H.323/Media Gateway Control Protocol and for Cisco Media Gateway Control Protocol/skinny gateways.

The integrated Music On Hold feature covers media server, data base administration, call control, media resource manager, and media control functional areas.

The music on hold server provides the music resources/streams. These resources register with the Cisco CallManager during the initialization/recovery period.

Database administration provides a user interface to allow the Cisco CallManager administrator to configure the Music On Hold feature for the device(s). Database administration also provides Cisco CallManager call control with configuration information.

Call control controls the music on hold scenario logic.

The media resource manager processes the registration request from the music on hold server and allocates/deallocates the music on hold resources under the request of call control.

Media control controls the establishment of media stream connections, which can be one-way or two-way connections.

An end device must be provisioned with music on hold-related information before music on hold functions for that device. Initializing a Cisco CallManager creates a media resource manager. The music on hold server(s) registers to the media resource manager with its music on hold resources.

When an end device or feature places a call on hold, Cisco CallManager connects the held device to a music resource. When the held device is retrieved, it disconnects from the music on hold resource and resumes normal activity.

Music On Hold Functionality

For music on hold to function, you must perform the actions in the following list:

•Configure music on hold servers.

•Configure audio sources.

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Note Define audio sources first and then set up the music on hold servers, especially when multicast will be used. The user interface allows either step to take place first.

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•Configure media resource groups. If multicast is desired, check the Use Multicast for MOH Audio check box.

•Configure media resource group lists.

•Assign media resource group lists and audio sources to device pools.

•Assign media resource group lists and audio sources to devices (to override assignments made to device pools).

•Assign audio sources to lines (to override device settings).

Using the preceding configuration actions, if you define music on hold functionality as follows, the examples that follow demonstrate music on hold functionality for user hold, transfer hold, and call park.

Media Resource Groups

MOH designates a music on hold server. MRG designates a media resource group.

•MRG_D comprises MOH_D.

•MRG_S_D comprises MOH_S and MOH_D.

Media Resource Group Lists

MRGL designates a media resource group list.

•MRGL_D comprises MRG_D.

•MRGL_S_D comprise MRG_S_D and MRG_D (prioritized order).

Nodes

•Dallas node comprises phone D and MOH_D.

•San Jose node comprises phone S and MOH_S.

•Assign phone D audio source ID 5, Thank you for holding (for both user and network hold), and MRGL_D.

•Assign phone S audio source ID 1, Pop Music 1 (for both user and network hold), and MRGL_S_D.

User Hold Example

Phone D calls phone S, and phone S answers. Phone D presses the Hold softkey. Result: Phone S hears Thank you for holding streaming from MOH_S. (MOH_S has available streams.) When phone D presses the Resume softkey, phone S disconnects from the music stream and reconnects to phone D.

Transfer Hold Example

Transfer hold serves as an example of network hold.

Phone D calls phone S, and phone S answers. Phone D presses the Transfer softkey. Phone S hears Thank you for holding streaming from MOH_D. (MOH_S has no available streams, while MOH_D does.) After phone D completes the transfer action, phone S disconnects from the music stream and gets redirected to phone X, the transfer destination.

Call Park Example

Call park serves as an example of network hold.

Phone D calls phone S, and phone S answers. Phone S presses the CallPark softkey. Phone D hears a beep tone. (MOH_D has no available streams.) Phone X picks up the parked call. Phone S is redirected to phone X (phone D and phone X are conversing).

Supported Music On Hold Features

Music on hold supports the following features, which are listed by category. Feature categories include music on hold server characteristics, server scalability, server manageability, server redundancy, database scalability, and manageability.

Music On Hold Server Characteristics

•Servers stream music on hold from music on hold data source files stored on their disks.

•Servers stream music on hold from an external audio source (for example, looping tape recorder, radio, or CD).

•Music on hold servers can use a single music on hold data source for all source streams, and hence all connected streams. When multiple music on hold servers are involved, the local server of each music on hold server always stores the music on hold data source files. Cisco CallManager does not support distribution of fixed-device (hardware) audio sources across music on hold servers within a media resource group.

•Music on hold data source files have a common filename across all music on hold servers in a media resource group.

•Music on hold data source files are installed once and TFTPed as needed.

•Each audio source receives a feed from either a designated file or a designated fixed source (for example, radio or CD).

•A designated fixed source comprises a single device, which is either enabled or disabled.

•The audio driver on the local machine makes a single fixed source available to the music on hold server.

•Music on hold servers support the G.711 (a-law and mu-law), G.729a, and wideband codecs.

•Music on hold servers register with one primary Cisco CallManager server.

Server Scalability

•Music on hold supports from 1 to more than 500 simplex unicast streams per music on hold server.

•Music on hold supports multiple Cisco-developed media processing applications, including Interactive Voice Response (IVR) and AutoAttendant (AA). Cisco CallManager facilitates this support.

•Music on hold server simultaneously supports up to 50 music on hold data source files as sources.

•Music on hold server supports one fixed-device stream source in addition to the file stream sources.

Server Manageability

•You can install music on hold server application on any standard media convergence server (MCS) as a plugin from Cisco CallManager Administration windows.

•You can install music on hold application on the same media convergence server as other media applications, so that music on hold and the other media application(s) co-reside on the media convergence server.

•You can install music on hold server application on multiple media convergence servers in a cluster.

•The administrator can specify the source for each source stream provided by the server.

•Administration of stream sources takes place through a browser.

Server Redundancy

•Music on hold servers support Cisco CallManager lists. The first entry on the list serves as the primary server, and subsequent Cisco CallManagers on the list serve as backup Cisco CallManagers in prioritized order.

•Music on hold servers can maintain a primary and backup connection to Cisco CallManagers from their Cisco CallManager list.

•Music on hold servers can re-home to backup Cisco CallManagers following the standard procedures used by other servers and phones on the cluster.

•Music on hold servers can re-home to their primary server following standard procedures for other media servers on the cluster.

Cisco CallManager/Database Requirements

•When a Cisco CallManager is handling a call and places either endpoint in the call on hold, the Cisco CallManager can connect the held endpoint to music on hold. This feature holds true for both network hold and user hold. Network hold includes transfer, conference, call park, and so forth.

•A media resource group for music on hold supports having a single music source stream for all connected streams.

•The system supports having music on hold server(s) at a central site and no music on hold server(s) at remote sites. Remote site devices requiring music on hold service can obtain service from media resource group across the WAN when service is not available locally.

•You can distribute music on hold servers to any site within a cluster.

•A music on hold server can use a single music on hold data source for all source streams and, hence, all connected streams. When multiple music on hold servers are involved, the music on hold data source may be a file stored locally on each server.

•The system can detect when the primary media resource group that supplies music on hold for a device is out of streams and can select a stream from the secondary or tertiary media resource group specified for that device.

•When connecting a device to music on hold, the system can insert a transcoder when needed to support low-bandwidth codecs.

Database Scalability

•Cisco CallManager can support from 1 to more than 500 unicast sessions per music on hold server.

•A cluster can support from 1 to more than 20 music on hold servers.

•A cluster can support from 1 to more than 10,000 simultaneous music on hold streams across the cluster.

•A music on hold stream may be for hold.

•A music on hold stream may be for music on consult.

•A media resource group for music on hold can support from 1 to more than 10,000 simultaneous music on hold streams.

•A media resource group for music on hold may be for hold.

•A media resource group for music on hold may be for music on consult.

•A cluster can support from 1 to >= 500 media resource groups for music on hold.

•A media resource group for music on hold can support from 1 to >= 20 music on hold servers.

Manageability

•The administrator can select media resource group list per device.

•The administrator can select music on hold source stream per device/DN.

•The administrator can select music on consult (network hold) source stream per device/DN.

•The administrator can configure which music on hold servers are part of a specified media resource group.

•The administrator can designate a primary, secondary, and tertiary music on hold/consult servers for each device by configuring media resource groups and media resource group lists.

•The administrator can provision multiple music on hold servers.

•The administrator can provision any device registered with the system such that any music on hold server can service it in the system.

•All music on hold configuration and administration take place through a browser.

•Media resource groups for music on hold have a name.

•By including at least one music on hold server in each media resource group, the administrator creates all media resource groups that supply music on hold.

•The administrator specifies the user hold and network hold audio sources for each device pool. These default audio sources may be either file-based or fixed device-based.

•The administrator can designate a music on hold server as either unicast or multicast, provided that resources exist to support multicast.

•The administrator can reset all music on hold servers.

Music On Hold Server

The music on hold server uses the Station Stimulus (Skinny Client) messaging protocol for communication with Cisco CallManager. A music on hold server registers with the Cisco CallManager as a single device, reporting the number of simplex, unicast audio streams it can support. The music on hold server advertises its media type capabilities to the Cisco CallManager as G.711 mu-law and a-law, G.729, and wideband. Cisco CallManager starts and stops music on hold unicast streams by sending skinny client messages to the music on hold server.

A music on hold server handles up to 500 simplex, unicast audio streams. A media resource group includes one or more music on hold servers. A music on hold server supports 51 audio sources, with one audio source sourced from a fixed device using the local computer audio driver and the rest sourced from files on the local music on hold server.

You may use a single file for multiple music on hold servers, but the fixed device may be used as a source for only one music on hold server. The music on hold audio source files are stored in the proper format for streaming. Cisco CallManager allocates the simplex unicast streams among the music on hold servers within a cluster.

The music on hold server uses the media convergence server series hardware platform. A sound card installed on the same computer as the music on hold server application provides the external audio source, which can be a looping tape recorder, radio, or CD.

The music on hold server, which is actually a component of the Cisco IP Voice Media Streaming Application, supports standard device recovery and database change notification.

The music on hold server uses the following DirectShow filters: fxcode.ax, ipvmsrend.ax, mohencode.ax, and wavdest.ax.

The music on hold server includes a hard-coded, read-only audio source storage directory. Do not change files in this directory, C:\Program Files\Cisco\MOH, in any way and do not add files to this directory.

Audio Sources for Music On Hold

An audio translator service converts administrator-supplied audio sources to the proper format for the music on hold server to use. The audio translator uses two parameters, an input directory and an output directory. You can configure the input directory, which defaults to C:\Cisco\DropMOHAudioSourceFilesHere, on a per-service basis. The output directory, a service-wide parameter, contains a Universal Naming Convention (UNC) name to a shared directory on the default MOH TFTP directory. For whatever directory is specified, \MOH is appended.

When the administrator drops an audio source file into the input directory, Cisco CallManager processes the file and then moves it into the output directory along with any generated files. Cisco CallManager supports most audio source file formats as input sources, including wav and mp3 files. After the input audio source is converted, an audio source file exists for each codec type that the music on hold server supports. Supply the highest quality source that is available.

Music On Hold CD-ROM

Cisco CallManager includes a default music on hold sample that automatically downloads with Cisco CallManager software for customer use.

In addition, a Music On Hold CD-ROM is available from Cisco. This CD-ROM contains other music and voice prompts designed for use with the Music On Hold feature. As a Cisco CallManager user, you are free to use any of the contents of this CD-ROM with MOH. Due to licensing restrictions, you may not distribute this music to anyone else, nor may you use it for any other purpose.

All music samples and voice prompts on the CD-ROM are 16-bit PCM sampled at 16 KHz. All samples and prompts can play with good audio quality in 7960/7940 wideband mode. If converted to G.711 format, some deterioration in audio quality may occur.

The music on hold CD-ROM contains the following types of music and voice prompts:

•ready-to-use MOH loops

•ready-to-use music

•ready-to-use voice prompts

Creating Audio Sources

When the music on hold server downloads audio source files, the \Program Files\Cisco\MOH directory stores the files. Do not manipulate this directory in any way: if files are updated or placed in this directory, they will be overwritten or ignored.

Most standard wav and mp3 files serve as valid input audio source files.

In creating an audio source, the following sequence takes place:

•The user places the audio source into the proper processing directory. Cisco CallManager automatically detects and translates the file. The output files and source files move into the directory on the Default MOH TFTP server holding directory. This holding directory comprises the DefaultTFTPMOHFilePath with \MOH appended. Conversion of a 3-MB mp3 file or a 21-MB wav file takes approximately 30 seconds.

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Warning If the audio translator translates audio source files on the same server as the Cisco CallManager, serious problems may occur. The audio translator tries to use all available CPU time, and Cisco CallManager may experience errors or slowdowns. Make sure audio translation never takes place on an active Cisco CallManager.

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•When the user assigns or maps the audio source file to an audio source number, the proper audio source files are copied to a directory one level higher in the directory structure to make them available for the music on hold servers.

•The music on hold servers download the needed audio source files and store them in the hard-coded directory C:\Program Files\Cisco\MOH.

•The music on hold server then streams the files using DirectShow and the kernel mode RTP driver as needed or requested by Cisco CallManager.

Managing Audio Sources

Once music on hold audio sources are created, their management occurs entirely through the Cisco CallManager Administration web interface. Choose Service > Music On Hold to display the Music On Hold (MOH) Audio Source Configuration window. For a given audio source, use this window to add, copy, update, or delete a music on hold audio source. For each audio source file, assign a music on hold audio source number and music on hold audio source name and decide whether this audio source will play continuously and allow multicasting. For an audio source, this window also displays the music on hold audio source file status. Refer to the "Configuring Music On Hold Audio Sources" section in the Cisco CallManager Administration Guide for details.

Multicast and Unicast Audio Sources

Multicast music on hold conserves system resources. Multicast allows multiple users to use the same audio source stream to provide music on hold. Multicast audio sources are associated with an IP address.

Unicast music on hold, the system default, uses a separate source stream for each user or connection. Users connect to a specific device or stream.

For administrators, multicast entails managing devices, IP addresses, and ports. In contrast, unicast entails managing devices only.

For multicast, administrators must define at least one audio source to allow multicasting. To define music on hold servers for multicast, first define the server to allow multicasting.

Devices request a multicast connection by using either an IP address or a port number. The default specifies a port number. In firewall situations, because an IP address is preferable, administrators should choose to increment multicast by IP address.

The Max Hops field in the Music On Hold (MOH) Server Configuration window indicates the maximum number of routers that an audio source is allowed to cross. If max hops is set to zero, the audio source must remain in its own subnet. If max hops is set to one, the audio source can cross up to one router to the next subnet. Cisco recommends setting max hops to two.

A standards body reserves IP addresses. Addresses for IP multicast range from 224.0.1.0 to 239.255.255.255. The standards body, however, assigns addresses in the range 224.0.1.0 to 238.255.255.255 for public multicast applications. Cisco strongly discourages using public multicast addresses for music on hold multicast. Instead, Cisco recommends using an IP address in the range reserved for administratively controlled applications on private networks (239.0.0.0 to 239.255.255.255).

Valid port numbers for multicast include even numbers that range from 16384 to 32767. (Odd values are reserved.)

Multicast functions only if both media resource groups and media resource group lists are defined to include a multicast music on hold server. For media resource groups, you must include a music on hold server that is set up for multicast. Such servers are labeled as (MOH)[Multicast]. Also, check the Use Multicast for MOH Audio check box when defining a media resource group for multicast.

For media resource group lists, which are associated with device pools and devices, define the media resource group list so that the media resource group set up for multicast is the first group in the list. This recommended practice facilitates the device efforts to find the multicast audio source first.

In music on hold processing, the held device (the device placed on hold) determines the media resource to use, but the holding device (the device that initiates the hold action) determines the audio source to use.

Multicast Configuration Checklist

Table 19-1 provides a checklist for configuring various Cisco Call Manager services to allow multicasting. All steps must be performed in order for multicast to be available.

Table 19-1 Multicast Configuration Checklist 

Configuration Steps		Procedures and Related Topics
Step 1	Configure an audio source to allow multicasting.	Music On Hold Audio Source Configuration Settings, Cisco CallManager Administration Guide
Step 2	Configure a music on hold server to enable multicast audio sources.	Music On Hold Server Configuration Settings, Cisco CallManager Administration Guide
Step 3	Create a media resource group and configure it to use multicast for MOH audio.	Media Resource Group Configuration Settings, Cisco CallManager Administration Guide
Step 4	Create a media resource group list with a multicast media resource group as the primary media resource group.	Media Resource Group List Configuration Settings, Cisco CallManager Administration Guide
Step 5	Select the media resource group list created in Step 4 for either a device pool or for specific devices.	Device Pool Configuration Settings, Cisco CallManager Administration Guide

Music On Hold System Requirements and Limits

The following system requirements and limits apply to the Music On Hold feature:

•All audio streaming devices using the Music On Hold feature support simplex streams. The music on hold server supports at least 500 simplex streams.

•The music on hold server, which is installed as an option from Cisco CallManager Administration, can coexist with other Cisco and third-party media applications. Only one music on hold server may be installed on a media convergence server, but the music on hold server may be installed on multiple media convergence servers. The music on hold server is installed as part of the Cisco IP Voice Media Streaming application.

•For each music on hold audio server, you may define up to 50 audio sources. A Cisco CallManager Administration web page supports addition, update, and deletion of each audio source. The music on hold server also supports one fixed input source. The following codecs are supported: G.711 a-law/mu-law, G.729a, and wideband.

•For each cluster, you may define up to 50 audio sources from files as well as one fixed audio source. A Cisco CallManager Administration web page supports addition, update, and deletion of each audio source. All servers use local copies of the same 50 or fewer files. You must set up the fixed audio source that is configured per cluster on each server.

•For each cluster, you may define at least 20 music on hold servers. The Cisco CallManager Administration web page allows addition, update, and deletion of music on hold servers. The web page allows administrators to specify the following characteristics for each server:

–Name

–Node (server host name)

–Device pool

–Maximum number of unicast and multicast streams

–Sources to multicast

–For each multicast source: IP address, port, and time to live (maximum number of router hops)

•Cisco CallManager Administration allows definition of at least 500 media resource groups per cluster. Each media resource group may include any combination of at least 20 media resources, including music on hold servers, media termination points, transcoders, and conference devices. Music on hold servers in one cluster support at least 10,000 simultaneous music on hold streams. See "Media Resource Groups" section for details of media resource groups.

•Cisco CallManager Administration allows definition of media resource group lists. See "Media Resource Group Lists" section for details of media resource group lists.

•Modifications to the Cisco CallManager Administration device configuration windows for phones and gateways allow the selection of a media resource group list, hold stream source, and consult stream source. These parameters are optional for a device.

•Modifications to the Cisco CallManager Administration Directory Number configuration windows allow selection of a hold stream source and a consult stream source.

•Modifications to the Cisco CallManager Administration Service Parameters allows entry to a service-wide, default music on hold stream source (default is 1) and default media resource group type (default is unicast).

•The Music On Hold feature does not use nor require computer telephony integration (CTI), java telephony application programmer interface (JTAPI), telephony application programmer's interface (TAPI), or any other third-party application.

•The Music On Hold feature does not use firmware.

•The number of streams that the music on hold server can use may decrease if the TAPI wav driver, software MTP, or software conference bridge is in use on the same MSC server.

Music On Hold Failover and Failback

The music on hold server supports Cisco CallManager lists and failover as implemented by the software conference bridge and media termination point. Upon failover, connections to a backup Cisco CallManager are maintained if one is available.

Cisco CallManager takes no special action when a music on hold server goes down during an active music on hold session. The held party hears nothing from this point, but this situation does not affect normal call functions.

Music On Hold Configuration Checklist

Table 19-2 provides a checklist for configuring music on hold.

Table 19-2 Music On Hold Configuration Checklist 

Configuration Steps		Procedures and Related Topics
Step 1	Install music on hold using the installation CD. Select the Cisco IP Voice Media Streaming application. The Audio Translator is installed at the same time. Cisco CallManager automatically adds the media termination point, conference bridge, and music on hold devices to the database. When the services are registered, the DirectShow filters automatically install and register. Note During installation, Cisco CallManager installs and configures a default music on hold audio source if one does not exist. Music on hold functionality can proceed using this default audio source without any other changes.	Installing Cisco CallManager Release 3.1
Step 2	Run the music on hold audio translator. Warning If the audio translator translates files on the same server as the Cisco CallManager, serious problems may occur. The audio translator tries to use all available CPU time, and Cisco CallManager may experience errors or slowdowns.	Audio Sources for Music On Hold
Note The installation program performs the following actions automatically. If the user manually adds the music on hold components, the following steps are necessary.
Step 3	Configure the music on hold server.	Configuring Music On Hold Servers, Cisco CallManager Administration Guide
Step 4	Add and configure audio source files.	Configuring Music On Hold Audio Sources, Cisco CallManager Administration Guide
Step 5	Configure the fixed audio source.	Configuring the Music On Hold Fixed Audio Source, Cisco CallManager Administration Guide

Monitoring Music On Hold Performance

Perform the activities in Table 19-3 to monitor and troubleshoot music on hold performance.

Table 19-3 Music On Hold Performance Monitoring and Troubleshooting 

Monitoring/Troubleshooting Activity		Detailed Information
Step 1	Use perfmon to check resource usage and device recovery state.	See the "Viewing Music On Hold Server Perfmon Counters" section for details. Cisco CallManager Serviceability Administration Guide documents another method of viewing this information.
Step 2	Search the event log for Cisco IP Voice Media Streaming application entries.	Refer to the Cisco CallManager Serviceability Administration Guide for details.
Step 3	Verify that service driver is running.	See the "Checking Service States" section for details. Cisco CallManager Serviceability Administration Guide documents another method of viewing this information.
Step 4	Verify that device driver is running.	See the "Checking Device Driver States" section for details.
Step 5	Search the Media Application trace to see what music on hold-related activity it detects.	Refer to the Cisco CallManager Serviceability Administration Guide for details.

Viewing Music On Hold Server Perfmon Counters

To view music on hold server perfmon counters, access the Performance window by choosing Administrative Tools > Performance > Console Root > System Monitor. The Performance window displays. Figure 19-1 provides an example.

Figure 19-1 Performance Window Example

This window shows all the Cisco music on hold server performance counters. The Cisco CallManager has its own performance counters that pertain to music on hold. Table 19-4 details the performance counters displayed in the Performance window.

Table 19-4 Music On Hold Performance Counters 

Performance Counter Name	Description
ConnectionState	Indicates primary and secondary Cisco CallManager: •1 = Primary •2 = Secondary •0 = Not connected
NumberOfActiveAudioSources	Specifies total number of active audio sources, including each supported codec type. If audio Source 1 has mu-law and G.729 enabled, count for this audio source may be 2.
NumberOfActiveStreams	Specifies total number of active streams. Two potential overhead streams exist for each audio source/codec type: one for actual audio source, another for multicast.
NumberOfAvailableStreams	Specifies total number of available simplex streams. Total represents total number of available streams in device driver for all devices.
NumberOfLostConnections	Specifies number of times connection has been lost for the corresponding Cisco CallManager.
TotalNumberOfStreams	Specifies total number of streams processed.

Checking Service States

To check whether the music on hold service is running, display the Computer Management (Services) window by choosing Computer Management > Services and Applications > Services. The Computer Management window displays a list of services and applications. Figure 19-2 provides an example.

Figure 19-2 Computer Management (Services) Window Example

Search this window for a Cisco IP Voice Media Streaming App entry. If the service is running, its state should be Started.

Checking Device Driver States

To check whether the device driver is running, display the Computer Management (Device Manager) window by choosing Computer Management > System Tools > Device Manager. The Computer Management window displays. Figure 19-3 provides an example.

Figure 19-3 Computer Management Window (Device Driver) Example

Right-click a driver and choose its properties to view an expanded driver view. Look at the Current status field for a Status of Started. To view non-plug-and-play drivers, choose Device Manager > View/Show hidden devices.

Where to Find More Information

Additional Cisco Documentation

•Music On Hold Configuration, Cisco CallManager Administration Guide

•Media Resource Group Configuration, Cisco CallManager Administration Guide

•Media Resource Group List Configuration, Cisco CallManager Administration Guide

•Installing Cisco CallManager Release 3.1

•Upgrading Cisco CallManager Release 3.1

•Cisco CallManager Serviceability Administration Guide