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When callers are on hold we currently let them listen to MOH. For some strange reason, our MOH cuts in and out, we've tried terrestrial radio, satellite, and CD changer. I'd like to install a Message Card (IX-MSGU) in our ECS. Can anyone give me the basics of how it works? Do you just record messages and then they are played on a timer?

The IX- MSGU card works in conjunction with MOH when used with ACD, or may provide system messages in other instances, such as System Answer or Remote Call Forwading. It will not play messages instead of MOH, and if you want to record your own messages, you'll need to add the IX-CMSG Custom Message card and -CMSG-1 daughterboard to gain some memory for recording.

The MSGU has two channels for message output, and each channel connects to a digital station port, so you're gonna need two spare ports. This won't really solve your problem the way you want to solve it.

MOH cutting out is usually caused by poor wiring connections between the source and the KSU connection point. If your source is wired correctly, you can listen to MOH thru the keyset by dialing FEAT 62 to verify it is in fact cutting out at your end (cancel this by dialing FEAT 062).

Your caller may be using a cell phone with a poor connection. Some folks with VoIP lines report MOH cutting out on them when they've been put on hold somewhere, so the problem may not even be yours.

As an alternative, the ECS has a few internal MOH tunes available (my personal preference is 'Here Comes the Sun')or digital message on hold devices are readily available that allow you to create a custom message.

Feat 62 or BGM as we call it is how we determined that our MOH cuts in and out. It's a system issue, because several phones that are within hearing distance cut out at different times. You can also "fix" the cutting out by Feat 062 and then turning it back on for that phone. The callers holding also hear the cutting in and out.

Since the ECS allows full duplex on speakerphones, try muting the keyset mic and running your BGM test again. If it's still cutting out, check your wiring connections again.

Are you connected via the jack on the CCU, or are you connecting thru an interface card , such as the EDVIF? If you are connected thru an interface card, double check your misc port settings.

If it's STILL cutting out, try the same test with the internal MOH.

Also, check the output signal of your source. You only need a line-level signal into the KSU. Try turning the volume down a little on your source, and adjusting the end volume on the card in the KSU. It could be that your signal is being clipped because it's too hot for the KSU.

Our phone vendor is telling us that a message card is not the way to go and that we need to use a 600 ohm source. Their suggestion for comfort messages is to record custom messages and have them loop on a mp3 player or some type of digital audio player. Any suggestions.

Google "Digital Music on Hold" and "Digital Message on Hold" and you will get a plethora of devices.

Stupid question but, are you testing the MOH with a cell phone? I chased a MOH problem similar to this for months. Even swapped out their CPU, only to find that MOH on any system sounds like crap through a cell.
If not, try shutting the system down and hose down the MOH volume control with contact cleaner. If there's a dirty spot on the potentiometer it can cause problems too.