Disappointed - Music on Hold**IDEAS.3CX.COM

[captivateglobal]

There was an amazing amount of discussion around Music on Hold in v9, in fact from v5 to v9 it is has been a topic of hot contention on the forums.

Since it was such a huge topic on the forums, in fact one of the larger threads around (of course with alot of input from parties such as myself) and 3CX engineers were commenting on it taking ideas for simple additions/fixes to make life a lot easier, I had assumed we might see some action on Music On Hold, however, v10 beta is here, and not one single mention or change of MoH.

Some great features such as full g.722 support and support for new Grandstream/Yealink handsets are great. Even the new 3CX MyPhone portal is a welcome addition.

However I'm just sorely disappointed that it does not appear to be a concern of 3CX that they want to improve their Music on Hold capability. You can be sure for every person who is vocal about an issue there are hundreds more who feel the same way but won't bother to take up the issue. I have been personally told by resellers they have lost deals due to MoH.

I have come in on every angle I can think of to convince 3CX that MoH is something that needs urgent action, not only so I can deliver to our customers who now use 3CX, but so they can increase the ability to sell to 'traditional PABX' owners. Yet even in brand new betas after an entire year of campaigning to have something done about this with multiple resellers backing me up - there is nothing, no mention at all.

I had stopped posting on the forums as I thought enough noise had been generated to get something done about it, but evidently not. I would hope by the tenth version of this system they would have implemented External Music on Hold, something which is available in 95% of phone systems out there.

Does anyone else feel a bit frustrated about the lack of traction on MoH?

 

[loowee]

A client just asked for this exact feature, we had this system working along with a SPA9000/SPA400 cisco setup before, MOH being a simple extension on a spa3102 getting a live feed from a FM Radio. Any way to get this simple, yet reliable setup on their new 3cx system ?

 

[nb]

Hi Guys - I am pleased to inform you that this feature will be available in Version 11.

 

[andrewbucklin]

Great! Can't wait! Thanks for the update!

 

[captivateglobal]

Hi Guys - I am pleased to inform you that this feature will be available in Version 11.

Great news nickybrg, I can't wait.

So we can be prepared, can you advise what you mean by 'this feature'? Are you supporting external streams directly within 3CX or via the .NET pipe previously mentioned?

 

[rayfield]

Any 'hints' on when we'll see Version 11, with streaming MOH in it?

John Rayfield, Jr. CETma

 

[igor.snezhko]

Yes, it is planned.

 

[nb]

there will be the ability to play a selected folder with audio files in it, pipe audio or plug in a line. This feat will close the lid on all the requests raised in this thread. wait for v11 for more information.

 

[efounco]

there will be the ability to play a selected folder with audio files in it, pipe audio or plug in a line. This feat will close the lid on all the requests raised in this thread. wait for v11 for more information.

This will be awesome; I can't wait!

Do you know if Shared Parking and/or call queues work the same way?

We use Shared Parking exclusively where I work. Some of our repeat customer are getting tired of the same ole' Elevator music loop while waiting on hold. Even if shared parking were capable of playing 4 random songs, like regular parking does, it would be much better than it is now...

 

[nb]

Yes this has been approved for V11. IN V11 there will be the ability to specify a different mho file for calls parked in shared parking places.

We are also increasing the number of parking places to a configurable amount up to 25.

The only option which is still pending discussion is the ability to have a MOH file for each parking place. We are still debating on this. However parking places will have a diff moh file for sure.

 

[efounco]

So, if I'm understanding you correctly, version 11 will include the ability for Shared Parking to play MOH files from a specific folder, audio input or stream. Is that correct? Will it also have the ability to play the files from the folder in random order?

Right now, Shared Parking plays MOH file #1 and nothing else. Even if you specify a random order/multiple files in the settings, it ONLY plays MOH file #1 and keeps repeating it over and over.

Our company uses Shared Parking like regular Parking. All of our phones have BLF buttons, so it's very functional to see where calls are parked. We simply want the ability to put calls into Shared Parking and not have it repeat the same MOH file over and over.

Prior to 3CX, our company hired a production company to produce several MOH files that we could play at random on our old system. Because of the limitations, I had to join these files into a single, long repetitive MOH file. Unfortunately, every caller that gets put into Shared Parking will heard the same exact recording from beginning to end (with no variation).

 

[captivateglobal]

I thought it might be of use to suggest a method of playback for parked calls.

Cutting it down to basics, you just MoH sources - whether it's a playlist, linein, single mp3, pipe etc does not matter; just that it is registered as a MoH Source. MoH sources would actually, when played, instead of playing to a CALLER, play to a PIPE. This PIPE would then be used as the -actual- source for each caller.

The parking group would be assigned a MoH source and when a caller is placed on hold, they should be delivered audio from the PIPE associated to the selected MoH source. If a pipe is not being used, it could be 'paused' (i.e. start playing at that point again next time it is needed).

This, by inference, would mean all parking groups, extensions/trunks, ivrs and other applications would all have access to any of the MoH sources installed on the platform.

I would highly encourage the 3CX team to move towards this style of source management if they have not already.

 

[craigreilly]

Nicky,
When will we get to see v11?

I have approval for purchase of 3cx 64 call version and 60 handsets if and only if MOH is available to be steamed instead of wav file.

Thanks for any information you can provide...

 

[nb]

Hi

Version 11 should be out by the end of this month hopefully.

Would you like a version to test this out?

Contact me via email if you want. [email protected]

 

[craigreilly]

Any word on the release?
My old system is failing bit by bit.
We can't use v10 because of the Orbit ring-backs especially.
thank you.

 

[efounco]

I'm patiently waiting too. I come here every day and check to see if there's an update. Our users are chomping at the bit for:

1. Parking timeout/ringback
2. Streaming MOH

I could really care less about most of the other features. Heck, I didn't even bother installing SP6 because it included nothing useful.

 

[NickD_3CX]

Just and FYI, there is a Thread about this in the 'Ideas' section, so you can upvote and discuss it there.

http://www.3cx.com/forums/music-on-hold-42765.html