Global MOH plays a snippet before Queue MOH

[jstoner]

Hi, Support.

I have a weird issue where we have set a global Music on Hold to play when users are put on hold. This is fine.
We also are trying to set queue music on hold so when the queue receives an inbound call, it will play a ring tone and is not silent for the inbound caller.

The issue is that when we set the Global Music On Hold, it plays a 1 second audio BEFORE the Queue Music On Hold starts.

Is there a resolution for this?

Thank you,
James Stoner

 

[TheodorosG_3CX]

Is the call routed to an IVR first then to a Queue?

 

[jstoner]

Hi Theodoros.

Yes and no.

The test queue we have setup is routed to an IVR first which plays a GDPR greeting message containing some GDPR.

However, we have production queues which do not get routed to an IVR first but still has the same issue.

Thank you,
James Stoner

 

[OlegR_3CX]

Hey James.
So if you call to the Queue directly from an internal user, do you still experience the same issue?
It can be the case that the call passes from somewhere else before going to the Queue as a result you hear that music for a second

 

[jstoner]

Hi, Oleg.

Yes, if i make a call from an internal user, we get the same issue.

Thank you,
James Stoner

 

[OlegR_3CX]

Hi James, it seems that the call passes from the IVR and then going to queue, so it's expected to hear MOH while transfer. You could use CFD and program it there, and it should be better outcome.