Bug: Hold music plays over intro message.

[ampublic]

I've contacted our support partner about this. Either they don't know why this occurs or just can't be bothered to contact the devs about it.

When somebody rings in and first connects to the queue, it appears that almost every time, the hold message will play over the intro prompt. No idea why this occurs. We were suggested to change our hold message and other messages. Did that and no change.

Seems to have existed through V12 to V12.5.

 

[andreaschr]

Hi ampublic

What you describe is the correct behavior . If you would like to add this option so the user can select if the music on hold will start after the intro prompt post it on www.3cx.com/ideas

 

[CentrexJ]

Record your intro prompt at a higher volume.

 

[JamesIOH]

Just been made aware of this. This is random behaviour.

 

[YiannisH_3CX]

Hello all,

Please note that this is not random behaviour, it is the way it is designed to work. The reason is that music on hold in a queue is a continuous stream where the callers can hear that music from any given point in time depending on the time they call in. This is happening so the system can have one stream of audio for all callers. If your queue had 100 or 1000 callers then the system would need 100 or 1000 audio streams that would not be ideal for performance as you understand so one audio stream is used. If you want to resolve this then you need to use empty.wav for the queue music on hold and include your music on hold in the intro prompt for the duration of the queue waiting time. Of course this way you will lose the option "Play intro prompt before calling agents".

@ampublic

I am pretty sure your support partner did not contact 3CX support regarding this as you would have received the same response.

 

[JamesIOH]

Hello all,

Please note that this is not random behaviour, it is the way it is designed to work. The reason is that music on hold in a queue is a continuous stream where the callers can hear that music from any given point in time depending on the time they call in. This is happening so the system can have one stream of audio for all callers. If your queue had 100 or 1000 callers then the system would need 100 or 1000 audio streams that would not be ideal for performance as you understand so one audio stream is used. If you want to resolve this then you need to use empty.wav for the queue music on hold and include your music on hold in the intro prompt for the duration of the queue waiting time. Of course this way you will lose the option "Play intro prompt before calling agents".

@ampublic

I am pretty sure your support partner did not contact 3CX support regarding this as you would have received the same response.

Thanks YiannisH_3CX, the random behaviour I referred to was that of the title of thread "Bug: Hold music plays over intro message.".

1000s of businesses use scripts that explain other services they offer etc and this playing at low volume under the Intro is not good. We have also added a fake "ring ring" in our intro prompt as 80% of the time our team answer calls within first 4 rings. I have raised this as important option (ie Play MOH under Intro = True/False) with my support partner.

Your reasoning for not starting MOH from start each time makes sense with your explanation.

 

[JasonNadeau]

The workaround for this is to merge your intro prompt and MOH into one audio file that's at least as long as your queue ring time, then play that as the intro prompt (and uncheck play intro prompt before xfering to queue)

 

[JamesIOH]

The workaround for this is to merge your intro prompt and MOH into one audio file that's at least as long as your queue ring time, then play that as the intro prompt (and uncheck play intro prompt before xfering to queue)

Thanks Jason, yes, saw that idea in Yiannis' post. Probably better than current where we have dropped our MOH advertising spiel for default MOH music for interim, but unlike posters who have noted wanting MOH to start at beginning each time our scenario is we have about 16 short service descriptors and so ideally MOH would start random locations so the user gets to hear a different part of the MOH each time they call. This is with the full understanding that 90% of time callers would get thrown into the MOH spiel midway through a service description.