File Based MOH not playing

[TheQueen]

I have a customer on v6.0.11 with one MOH license. Only one node. Customer uploaded a new file, but now has silence. She has uploaded before with success. The phones all have Audio for Calls Holding for this Device set to File-Based MOH with the Extended Value set to 1.

With that, I experienced the same issue with our house system (same version). Since it is the Demo unit, we have 5 licenses. I had to play around to find a license that worked.

I looked at MOL's Knowledge Base and that was oh so helpful (NOT!).

Any ideas before I open a ticket with Mitel?

[DND ON]

What is the MOH setting on the CO Trunk Group?

[TheQueen]

There are two trunk groups with different settings:
92001 - Camped - File-Based MOH 1
             MOH - FB MOH 1
             Transfer to Ring - Ringback
             Transfer to Hold - FB MOH 1
             Hold for Transfer Announcement - Next Device
             Holding for this Device - 5000 CP
92002 - Camped - File-Based MOH (None)
             MOH - 5000 CP
             Transfer to Ring - Ringback
             Transfer to Hold - Music-On-Hold
             Hold for Transfer Announcement - Music-On-Hold
             Holding for this Device - 5000 CP

[TheQueen]

UPDATE:
The information I gave was based on a copy of the database. Just logged in and found that where ever FB MOH is assigned, the value was set to NONE. Does this happen when a new file is uploaded/assigned? 

And - The second Trunk Group is programmed like the first.

[DND ON]

Kind of all over the place with MOH settings. Remember that CO trunk group MOH settings will override any phone or other device music setting, so having FB set on the phone means nothing unless the trunk group is set to Use Next Device's Audio Source.

Looking at your trunk groups, MOH should work for 92001 but not 92002 (unless you have an external source plugged into the controller). Without an external source, 92002 will always hear silence.

As a general rule, Audio on Hold for Transfer Announcement should always be Silence. Otherwise you'll hear a ring burst or snippet of music on transferred calls. Audio for Calls Holding for this Device is only for Mid Call Features, so that shouldn't matter.

You updated while I was posting... yes, replacing the music file will reset the music value.

[TheQueen]

Thanks, DND! I let the customer know to check after uploading/assigning new MOH files.