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New music files do not play


Core Issue

If old music files or the default Music on Hold (MoH) audio source is playing, then there could be a problem with one of these:

  • New music files. Cisco CallManager supports most audio source file formats as input sources, including wav and MP3 files. After the input audio source is converted, an audio source file exists for each codec type that the MoH server supports. Supply the highest quality source that is available.
  • IP Voice Media Streaming application. The Cisco IP Voice Media Streaming Application provides voice media streaming functionality for the Cisco CallManager for use with Media Termination Point (MTP), conferencing, and MoH. The Cisco IP Voice Media Streaming Application relays messages from the Cisco CallManager to the IP Voice Media Streaming driver. The driver handles the Real-Time Transport Protocol (RTP)  streaming. The MTP and conference bridge components of the Cisco IP Voice Media Streaming Application support G.711 mu-law and a-law codecs. The MoH component supports G.711 mu-law/a-law, G.729a, and wideband codecs.
  • Audio Translation process. The Audio Translator, installed automatically during installation of the IP Voice Media Streaming Application, converts audio source files into various codecs so that the MoH server can use the files to provide MoH.

    An Audio Translator service converts administrator-supplied audio sources to the proper format for the MoH server to use. The Audio Translator uses two parameters, an input directory and an output directory. You can configure the input directory, which defaults to C:\Cisco\DropMOHAudioSourceFilesHere, on a per-service basis. The output directory, a service-wide parameter, contains a Universal Naming Convention (UNC) name to a shared directory on the default MoH TFTP directory. For whatever directory is specified, \MoH is appended.

    When the administrator drops an audio source file into the input directory, Cisco CallManager processes the file and then moves it into the output directory along with any generated files.

    Note: If the Audio Translator translates files on the same server as the Cisco CallManager, serious problems may occur. The audio translator tries to use all available CPU time, and Cisco CallManager may experience errors or slowdowns. Perform this function on a stand alone MoH server or at least perform the task outside operational hours.


To resolve the issue, ensure that these objectives are met:

  • Ensure that the new music files are valid .wav or MP3 files.

  • Ensure that the Audio Translation process has output converted files to the same location as the MoH server expects. Ensure the default MoH TFTP directory has not been changed under the service parameter configuration for the IP Voice Media Streaming application.

  • Ensure that the IP Voice Media Streaming application has been stopped and restarted.

For further background information on resolving this problem and other MoH problems, refer to these documents:


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