TITLE: Merlin Adjuncts - Music on Hold (MOH) - General Information

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General information on the MOH/Paging cartridge for Merlin 206, 410 and 820

The Music on Hold/Paging Cartridge is used only on the Merlin 206, 410 and 820 systems.

Comcode number for the Music on Hold/Paging Cartridge is CC#103941738 (PEC Code#6102-MHP)

This cartridge fits into slot #2 on the right hand side of the Control Unit. The black cartridge is 4 inches X 5 1/2 inches X 2 inches tall.

It just slides into slot #2 of the control unit. The front of the MOH/Paging cartridge has the following:

The 'T' and 'R' Terminals on the cartridge connect to the 'telephone' input on your paging system. The connection allows you to access the paging system via the intercom from any telephone. The 'T' and 'R' terminals are a 600ohm, dry balanced output. Therefore, it is not critical which of the 2 terminals on the paging unit is connected to 'T' and which is connected to 'R'. DC-offset voltage is assumed to be 0 volts.

The '1' and '2' Terminals on the cartridge can be used for signaling the paging system when a page is in progress. (For example: To turn off background music). The '1' and '2' terminals are switched contacts that are normally open; but become closed when a page is initiated (shorting pair). A maximum of 40 volts at 0.25 amperes can be applied across the terminals.

The 'M1' and 'M2' Terminals on the cartridge provides interface for 'customer provided equipment' music source. These terminals require an 8ohm input. You must use an RCA phonoplug for these 2 terminals (see attachment for picture of phonoplug). This is the only plug that will work on any of Avaya telephone systems, if you want to hook up Music on Hold. One male end of the plug will be connected to the music source, and the other male end will be snipped off (to expose the wires) and screwed down onto the M1 and M2 terminals.

The On/Off Paging signal switch provides the following options:

The Background Music Volume control screw is used to adjust the volume of background music. You will need a screwdriver to adjust the background volume. Turning the screw clockwise increases the volume, turning it counterclockwise decreases the volume. To eliminate aackground music, turn the screw counterclockwise as far as it will go.

The Music on Hold Volume control screw is used to adjust the volume of the music on hold. You will need a screwdriver to adjust the MOH Volume. Turning the screw clockwise increases the volume, turning it counterclockwise decreases the volume. To eliminate music on hold, turn the screw counterclockwise as far as it will go.

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General information on MOH on a Merlin 1030/3070

Music on Hold is a feature that is available on all Merlin systems. It is a feature that when connected, allows callers that are put on hold to hear music.

The 1030/3070 requires a Services Module (color-coded yellow) and will be installed in Slot #6 of the control unit. Always power down before installing any modules in the control unit(s). The MOH port will be located below the paging port on the services module.

NOTE: Users of equipment that broadcasts copyrighted music or material may be required to obtain a copyright license, and pay the license fees, from a third party such as ASCAP or BMI. If you have Magic-on-Hold or Digital Magic-on-Hold, Avaya productions include the required license. The license must be renewed annually.

To adjust the volume for MOH on a Merlin 1030/3070:

You can adjust the volume for your MOH by either adjusting the volume at your music source or at the control unit. There is no programming on these systems for adjusting the volume for MOH.

  1. Go to the control unit and remove the dust cover on the bottom control unit, if the system is a Merlin 3070 NOTE: It may be locked.
  2. Locate the services module (color coded yellow) in Slot #6.
  3. The MOH Volume Control will be located directly below the background Volume Control.
  4. With a small standard head screwdriver, turn the screw to the right (clockwise) to 'turn it up' and turn the screw to the left (counterclockwise) to 'turn it down'.

To Test/Use Music on Hold on Merlin 1030/3070:

  1. Call into the system.
  2. Have someone put you on hold.
  3. Do you hear music? Is the volume too high or too low?
  4. Make any necessary adjustments.

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General information on MOH on a Merlin Plus

Music on Hold is a feature that is available on all Merlin systems. It is a feature that when connected, allows callers that are put on hold to hear music.

Merlin Plus R1 and Merlin Plus R2 has Music on Hold already built in the control unit - the only thing that has to be provided is the music source. There is a MOH port located in the upper right hand corner of the control unit. To get to this port, you must remove the top cover of the control unit. The MOH jack is directly below the warning light.

NOTE for Merlin Plus R1 only: You must have both MOH and background music on. If one of them is off, they are both off.

To program a Merlin Plus R1 and R2:

This is a system programming feature and must be done from extension 10.

  1. Hang up the handset.
  2. Slide the T/P switch down to the P position; the telephone will flash and ring.
  3. Merlin Plus R1: Dial #01. The telephone will stop flashing and ringing. If extension 10 is a 34-button telephone, the Admin switch is located on the far right hand long column, the very bottom button.
    Merlin Plus R2: Dial #49 or press the Admin button (located right above Transfer).
  4. Dial one of the following codes to set the volume you want:
  1. Merlin Plus R1: Dial #01 (the telephone will give a 2-beep confirmation tone).
    Merlin Plus R2: Dial #49 or press the Admin button (located right above Transfer). The telephone will give a 2-beep confirmation tone.
  2. Slide the T/P switch back to the center or 'dot' position.

To Test/Use Music on Hold:

  1. Call into system and have someone put you on hold.
  2. Do you hear music? Is the volume too high or too low?
  3. Make any adjustments that you need.

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General information on Magic on Hold

The Magic on Hold unit can be used with all Merlin systems -

Magic on Hold is an endless loop tape cassette player. Magic on Hold provides music and customized messages to serve as your system's music source. Magic on Hold is an analog unit.

Comcode number for Magic on Hold is CC#405143827 (PEC Code #3128-010A).

Hardware description:

The Magic on Hold is a black 'cassette player' that will say Avaya Magic on Hold directly on top of the player below the cassette tape compartment. It also has a meter to register the level of volume of the tape; a counter; a volume thumbwheel control; a tone thumbwheel control; an ALC On/Off switch; and 6 keys that are (from left to right) Record, Play, Review, Cue, Pause, Stop/Eject. On the right side (this is considered the 'listening center') are the ports to connect the Magic on Hold. They are (going from left to right) Mic, Remote, Speaker Only and Aux. In. On the bottom of the unit is a battery holder.

The Magic on Hold requires 6 'C' size batteries. These batteries are used for backup. The unit operates on 117 Volt 60 Hz AC current. Always plug unit into a grounded wall outlet. When you plug the unit in, it automatically disconnects the battery circuit. The three-prong plug should be used without a two-prong adapter whenever possible.

Magic on Hold features:

NOTE: Avaya handles the proper installation and working condition of Magic on Hold for the customer. We do not have anything to do with the recording of the tapes.

If the customer requests a new message for the Magic on Hold they have three options.

  1. They can get a new tape from Magic on Hold (800-446-5366).
  2. They can record over the old tape.
  3. They can record a new tape. If the customer is going to record his or her own tape, it should be a type II hi-bias tape. The customer will also have problems with this setup because it is not a Mobius loop.

The Magic on Hold comes with the following:

All units have been preset during final quality control testing to the following settings:

Fine tuning can be accomplished, if necessary, simply by placing a call, being put on hold, listening to the program and then adjusting the required feature.

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General information on Digital Magic on Hold

The Digital Magic on Hold (DMOH) can be used with all Merlin systems.

NOTE: There are two different Digital Magic on Hold units. Comcode 406-659-342 is for the older Digital Magic on Hold. The newer version is Comcode 407-988-500.

The older unit provides a prerecorded message with licensed music for callers on hold. It has a taped message, which is recorded onto a memory chip, and then the message is only re-played from memory. The message can be ordered by calling 1-800-446-5366 (ask for the Creative Services department).

The newer version uses a 'chip' (described as a mini floppy disk, about 1 inch by 1.5 inch) to load the message into the Digital Magic on Hold system. On PWM replacements, the newer models are replacing the older models. Both models have the same PEC code.

The unit features:

To change a message, simply insert a new cassette/mini floppy disk. The new message is previewed and then automatically downloaded. You must let the tape/disk play for the entire length.

For cassette-based units, once a message has been loaded, the cassette rewinds and remains in the tape compartment. Then, if the power goes out, or if you turn your system off, the message is automatically reloaded once power is restored.

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After all of the above solutions have been attempted and the problem still exists, perform the following:

Consult with a specialist.

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