Hold music song still plays after being deleted

[Russell G.]

We originally had all 10 Music On Hold slots filled with different songs, but after some complaints, I removed one of the songs and left the slot empty. But the song kept playing occasionally when we put someone on hold, even after deleting the .wav file and rebooting our server.

I then tried LOTS of different tests, filling the blank slot with another song, removing all songs except one, adding each additional song back one at a time, all while making dozens of calls and putting myself on hold to see what song was playing. Everything seemed fine, and I couldn't get the bad song to play again. But still, people complained about the song being played.

Finally, today, someone at the office put me on hold and I heard it. It's absolutely the same song I deleted.

I first looked in this folder to see if the song was there, but it wasn't (the other 9 songs were though):

C:\ProgramData\3CX\Instance1\Data\Ivr\Prompts

I then searched not only that folder and all below it, but the entire C & D drives. The song does not exist on the server. Yet it still plays. Ideas?

We have 3CX version 15.5.15502.6 running on Windows Server 2012.

Thanks,
Russell

 

[nub]

Turn off Randomize Playback at the bottom of the General MOH menu in settings > music on hold.

Check playlists on the MOH tab.

 

[nub]

Check call parking to, settings > call parking, it has its own MOH for parked calls.

 

[Russell G.]

Thanks for the suggestions. However, I've tried all of the randomize options, including turning it off, and it didn't help. Also, there are no Music On Hold Playlists. And the only song listed under Call Parking is onhold.wav, which is not the song that keeps playing.

Any other ideas?

Thanks,
Russell

 

[Saqqara]

Have you tried restarting the 3CX services ?

 

[Russell G.]

Have you tried restarting the 3CX services ?

Yes, the whole Windows server has been restarted several times since this all began.

Thanks,
Russell