Hi all,
somehow the general hold music isn't working and I've searched through the forums but can't seem to find the cause.
We use call queues and have set up hold music per queue. On top of that, we've set up general MoH files which should play randomised in any other case.
The hold music set up per queue works fine - when people are waiting in queue the music plays (which is 1 audio file with several songs in there). However, when an agent answers the call through a queue, and then puts the customer on hold, there's a long beep playing every x seconds as if the phone's ringing, but no music plays. Same thing happens if I circumvent the queues and do a direct call to an extension or set up an inbound rule to go straight to an extension, so it's definitely not the queues.
We use the 3CX softphone and the issue appears on both the V15.5 and V16 softphone versions on a Windows V15.5 installation. The audio files work as per-queue hold music as well as as a digital receptionist, so it's not the files.
EDIT:
Ok, turns out Support Re-Invite was checked in the SIP Trunk configuration in the "Options" tab and this caused the issue.
So if anyone wonders... this is solved by disabling the "Supports Re-Invite" option in the sip trunk.
Should've looked a bit further into the issue before posting here..
somehow the general hold music isn't working and I've searched through the forums but can't seem to find the cause.
We use call queues and have set up hold music per queue. On top of that, we've set up general MoH files which should play randomised in any other case.
The hold music set up per queue works fine - when people are waiting in queue the music plays (which is 1 audio file with several songs in there). However, when an agent answers the call through a queue, and then puts the customer on hold, there's a long beep playing every x seconds as if the phone's ringing, but no music plays. Same thing happens if I circumvent the queues and do a direct call to an extension or set up an inbound rule to go straight to an extension, so it's definitely not the queues.
We use the 3CX softphone and the issue appears on both the V15.5 and V16 softphone versions on a Windows V15.5 installation. The audio files work as per-queue hold music as well as as a digital receptionist, so it's not the files.
EDIT:
Ok, turns out Support Re-Invite was checked in the SIP Trunk configuration in the "Options" tab and this caused the issue.
So if anyone wonders... this is solved by disabling the "Supports Re-Invite" option in the sip trunk.
Should've looked a bit further into the issue before posting here..
Last edited:
