Solved MoH custom music not playing

[tech10]

Good morning,

I have converted and uploaded some custom hold music purchased on a royalty-free music site. I used Audacity to convert the original WAV files to 8kHz, 16-bit PCM mono WAV files. I then uploaded the converted files to Settings > Music on Hold > General MoH, in "Music file 0" through "Music file 4". Randomize playback is selected. I have also created a playlist with the five music files, but do not have it selected anywhere.

When callers call in and are placed on hold, they still hear the original MoH music (onhold.wav). However, during a transfer to another extension, the correct MoH audio is heard during the transfer process.

I have several Digital Receptionists set up to test the volume/quality of the MoH files, and the MoH files will play just fine as prompts in these DRs. If I call into one of these test DRs and transfer myself to my test extension, and place the call on hold, I hear the proper MoH music.

I have restarted all 3CX services, as well as restarted the computer 3CX is installed on, with no change.

Any ideas? Is there something I need to remove/add/change in the Advanced Parameters and/or the ProgramData files?

 

[VasilisV_3CX]

Hi @tech10,

If you call an internal extension with another, and place them on hold, do you hear the correct music on hold? Does this happen with all external calls or internal and external calls?

 

[tech10]

OK, mystery solved - they have Call Parking, and internally they refer to that as "Hold". So when the client and I were talking about "Hold", they were referring to Call Parking.

I changed the MoH for call parking to the playlist I created, and it is working as intended.

Thanks for the help, VasilisV!

 

[VasilisV_3CX]

Great to hear you've solved this @tech10! Good job! Feel free to open a new thread if you need any further assistance.