"Intro Prompt" and "Musico On Hold" Audios mixed, Queue Issue.

[Ubiratan Martins]

Hi There,
Since a few days ago, a customer complained that "play intro prompt" and "music on hold" audios are mixed. The queue's behavior seems to be a little bit strange, after playing this mixed sound like "intro", it plays the default sound as "music on hold". We opened a ticket on the official support at 3CX and, to our surprise, the answer was: that is the pattern behavior, it works exactly that way.
But we are sure that, before the customer's complaint, the pattern was like that:
When a call is routed to a queue before the agents start to ring, it's played the "play intro prompt", and then, the "music on hold" starts to play at the same time that the agents start to ring.
Anyone can help me or give some tip?

 

[ivan.antic]

UM,

Try with using different audio files
Create new Digital Receptionists
Use custom/different MOH files

 

[NickD_3CX]

We opened a ticket on the official support at 3CX and, to our surprise, the answer was: that is the pattern behavior, it works exactly that way.

From what I remember also, that how it's been for a very long time. While the intro prompt is being played, the MoH is ayed but "faded out", and once it finishes, it fades up to normal volume.

If you want an "intro prompt" that does not have MoH behind it, then what ivan said, IVR with a prompt that then transfers to the Queue.