Solved Can't hear music on hold or ringing of extensions

[trust1]

I recently upgraded a client from V12.5 to V14 to V15.5. I followed the process of doing a backup and then restore as I moved to each version.

There are two issues related to what an outside caller hears.

1) Can't hear music on hold. It is not a problem with the audio file because I tested music on hold with their out office office message (which works for the Digital Receptionist). This file can't be heard either.

2) When I call the digital receptionist from outside and pick a menu option to be forwarded to an extension (which rings for 20 secs), I hear silence. No ringing sound. 20 secs later I hear the extension's voicemail message (as I should)

I've tried deleting the SIP trunk and recreating it (in case that was somehow messed up from the upgrade).

I've restarted both the 3CX PhoneSystem 01 AudioProvider and the 3CX PhoneSystem Media Server.

Neither resolved the issue.

Firewall checker tests good.

I confirmed under SIP Trunk\Options\Advanced:
PBX Delivers Audio = Enabled
Supports Re-Invite = Disabled
Support Replaces = Disabled

 

[CentrexJ]

Moh also plays during ringing. 3cx v155 is more strict to enforce their format for wav files. I would suspect the wav moh file needs fixing.

 

[cobaltit]

@CentrexJ is probably correct on this. Check this link and run the converter tool.

https://www.3cx.com/docs/converting-wav-file/

 

[YiannisH_3CX]

Hello @trust1

If converting the audio does not fix the issue try calling from an internal extension and see if you can hear music then. Based on the results you can see if the issue is with the trunk or not.

 

[trust1]

Thanks everyone for your replies. I did not realize MOH also plays during ringing. I converted the audio file using Audacity and now it works. I also found park music did not play as well and fixed it with with Audacity.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution.