Call progress tone and MOH

[Vis724]

Hello Everyone,

Hope I can find some answers here.
Not sure if anyone went through this, here are the details.

If a client calls our main DID trunk, MOH recording is playing for them instead of a progress tone. it's happening for internal calls as well.
If I change the 1st music file 0 to USProgresstone, it is working fine when calling, but the same USProgresstone is playing for calls put on hold.

How can I set USProgresstone for calls and custom MOH for calls on hold?

Thank you.

 

[leejor]

If a client calls our main DID trunk, MOH recording is playing for them instead of a progress tone.

...so, what destination are callers actually routed to? IVR, Queue, ring group, extension...?

 

[Vis724]

Incoming calls are routed to IVR and then to Ring Group.

If I change the MOH 1st music file to USProgresstone, callers can hear the progress tone but if we keep them on hold, they are getting the same progress tone again as if the call is transferred and never stops until the call is resumed.

 

[VasilisV_3CX]

Hi @Vis724,

To test let's start with a 'clean' scenario, change the IVR's Prompt to USProgresstone. Now open the MOH section in settings and remove everything except onhold.wav in slot 0. Uncheck the option to randomise playback (shouldn't matter but may have been an issue before).

Call your main trunk number, you should now hear the progress tone, select whichever option send you to your ring group, you should now hear the correct music on hold.

Can you confirm the same outcome?