Hold Music goes dead

[charlesishop247]

hello there we have an issue with our 3cx system, when the phone is first dialed we have a menu with 3 options and once you select it goes through to hold music as it is ringing in the office, but this is what our problem is that the caller will hear the hold music and then it cuts out even though it is still ringing in the office. Wondering if anybody could help ?

 

[Pierre_3CX]

Hi there,
Can you describe further the call flow please?

 

[charlesishop247]

So there is a menu with three options
-Customer service
-Returns
-Repairs
Which is set up with voice over menu
Then once a number is pressed by the caller
it then says "please hold while your call is transferred"
and then that is when the hold music is used as it is ringing in the office, but this is the problem because everything else is working perfectly but the hold music because it just cuts off at random points and we cant seem to figure out why.
The rest of the 3cx system is working perfectly with taking calls and making calls it never drops out

 

[Pierre_3CX]

Ok but where does it transfers to ? a ring group ? a queue ? another IVR ?

 

[charlesishop247]

All of them transfer to the same ring group

 

[Pierre_3CX]

Hmm then you lost me because ring groups don't have any music setting by design. Where is defined the hold music you say?

 

[charlesishop247]

I cant find where the music is set i think it was default and we just ran with it but we didnt realise about this problem, we also want to get rid of the woman say please hold while i transfer your call for one of our own recordings is there any way to do that ?

 

[Pierre_3CX]

You'll have to understand from where come this music because we can't help you troubleshoot this without knowing further.

If you want to get rid of the please hold prompt, you can replace the prompt PLSHOLD (file please_hold.wav in C:\ProgramData\3CX\Data\Ivr\Prompts\Sets\YOUR_SET_ID\) by en empty wav file.

 

[charlesishop247]

The music is triggered from "music file from on hold" once the customer has selected to be transferred from the digital receptionist it is at this point the music plays for an intermittent amount of time. I'd assume when the call is transferred it is actually placed on hold which is why it is playing the "music file from on hold" ?

 

[Pierre_3CX]

Hi, are you running v12 with sp6 ?

 

[charlesishop247]

Yes we are

 

[charlesishop247]

Any ideas ?
Cheers

 

[NickD_3CX]

So the music on hold you are hearing is played by the Digital Receptionist while you wait for someone to answer the call from the Ring Group. What Ring Time have you set and what does it do when Destination If No Answer is reached?

 

[charlesishop247]

Basically the digital receptionist plays the the options and once one of them is selected the call goes as if it is on hold so the music is playing from the on hold music file, the time out on the digital receptionist is 60 and then it ends, but the hold music cuts out at any given time, but is it still counting this 60 ? And then the ring group that it is connected to has a ring time of 180 seconds and the destination if no answer is to end the call, but the call doesnt end if the hold music goes dead it can still be heard ringing in the office
Cheers

 

[charlesishop247]

Anybody got any ideas on this ?
Cheers

 

[SY]

Where from call is coming? Is it Gateway or VoiP provider?
What is the settings of Gateway/Voip provider?
PBX delivers audio=?
Supports Re-Invites=?
Supports Replaces=?

Do you have this problem in case if you call this Digital receptioninst from an extension and choose the same option?

Please provide log of the problematic call.