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Easy On Hold® for Avaya Aura Media Server

Deliver continuous, managed music and messages to Avaya Aura Media Server using HTTP/MP3 or HLS streaming.

Streaming Overview
Avaya® Aura Media Server Streaming Hold Music

Easy On Hold® integrates with the Avaya Aura Media Server (AAMS).

Easy On Hold Streaming Queue Music is a cloud-based media streaming service connecting call center platforms to a continuous stream of scheduled and randomized content (music and/or messages). Single or multiple simultaneous streams can be supported, providing customized content and a unique caller experience.

Stream content is managed from a personalized, user-friendly control panel. Multiple persons may have log in privileges. Changes are heard immediately on the stream, or can be scheduled with custom start and stop dates. Emergency messages can be quickly turned on (with automatic stop date) for a particular queue.

Why Integrate our Music On Hold Solution With Avaya?®

When you connect the Content Control Center™ from Easy On Hold® with your existing Avaya system, you can keep customers engaged and create the right music and messaging on hold experience. Choose custom announcements to inform callers. Choose popular music, specially curated for call centers, to surprise and delight callers with longer wait times. .

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How Our Avaya Music Stream Works

Easy On Hold® Live Stream

The EOH streaming server sends HLS streams of audio directly into the Avaya Aura Media Server. Customers control stream content from a personalized control panel. Changes are heard immediately on the stream, or can be scheduled with custom start and stop dates.

Provision Streams

The Media Server supports up to 64 music streams across all the supported providers, making possible to create many unique caller experiences using targeted streaming content. Communication Manager accesses the provisioned music streams in the same way that it access an announcement for playback, using the case-insensitive Stream Key configured in the Media Server for the stream to identify the required music source. Streaming audio content can be shared across multiple call groups, or uniquely assigned to each of many call groups (sales, support, regions, etc.).

Streaming Content

Authorized users manage messaging and music in the customer portal. Individual topics are each scheduled to play only when needed, eliminating out-of-date messaging.

Messages, including pre-recorded emergency or standby announcements, can be turned on/off via the customer portal. Existing customer audio can be hosted on the Easy On Hold® stream(s). Our new text-to speech service uses generative AI to instantly turn your text into lifelike voices that match our human voice talent.

Each message is a unique topic, heard in your stream. Turn a topic off or on any time. Changes are heard instantly. Use "stand by" messages for emergencies.

Built-in Failover

The Media Server automatically keeps a buffer of 15 minutes of streaming content ("rolling 15 minute recording") which provides a backup when the streaming server is unreachable. Meanwhile, the media server polls the primary source every 10 seconds to restore the stream.

Stream Control

On Aura, you may control volume and EQ to fine-tune for your application. Choose popular music, specially curated for call centers, to surprise and delight callers with longer wait times, or music mixed with custom announcements, managed in the EOH Content Control Center™.

Resources

Music and Message On Hold Options for AVAYA Platforms Download PDF
White Paper: Streaming Solution in Avaya AAMS Download PDF
Avaya Aura Media Server Streaming Hold Music Application Notes Knowledgebase Article
Music and Message On Hold Options for AVAYA Platforms Knowledgebase Article
Easy On Hold® Streaming Queue Music™ Avaya AAMS 10.1 Application Notes Avaya Support Document
Streaming Customer Success Case Study

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AVAYA STREAMING HOLD MUSIC FAQ

Easy On Hold® streaming music for Avaya via Aura Media Server is tested and available now. However, we sometimes receive questions for on premise platforms as well. We cover both in this FAQ.

Each system can provide music on hold (MOH) from either internally stored files or from externally connected audio inputs. Each system has one system source and then a number of alternate sources (up to 3 alternate sources on IP500 V2 and 31 alternate sources on Server Edition).

Any MOH source, such as a licensed provider like Easy On Hold®, must comply with copyright, performing rights, and other local and national legal requirements.

The Easy On Hold® Streaming Queue Music™ service works with the Avaya Aura® Media Server and is managed through our Content Control Center™. AAMS will ingest streams from Easy On Hold® and make them available as an on-hold music resource for assigned call groups.

Through our Content Control Center™, you have the ability to create, manage and schedule on hold messages, IVR/auto attendant prompts and streaming music from one dashboard. Learn more about the Easy On Hold Content Control Center™. Watch the video!

With live streaming, IT staff becomes free from uploading, formatting, or replacing audio files, saving time. Marketing can now treat caller audio as an active communication channel rather than a static background element. Streaming allows easy scheduling of content to support campaigns, faster turnaround for message changes with no need to rely on IT for deployment of each message.

Because audio file updates rely on manual action, message changes are often missed and content can become outdated over time. To avoid time-sensitive issues, some businesses rely on “safe” messaging that remains generic, but is often too broad to be truly effective. With a streaming platform, all messages are scheduled to play only on specific dates.

The EOH cloud (Azure) is enterprise-level, with failover architecture. However, it is important to note that AAMS has its own failover/backup scheme. AAMS automatically records 15 minutes of content that will play in the event the EOH streaming server is unreachable.

Yes. Feel free to request the Application Notes obtained through DevConnect compliance testing conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab in June 2023.