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MoH different for internal and external calls

Discussion in '3CX Phone System - General' started by eug, Apr 21, 2010.

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  1. eug

    eug

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    For some reason, calls that come in through our SIP trunk that get put on hold have a mystery classical piano MOH, while internal extensions and calls that come in through our PSTN gateway have the correct onhold.mp3 default music that comes with 3CX.

    Where could the classical piano piece be coming from, and how would I change it to onholdmp3?

    I'm running 3CX v8.0.10824.716 with Cisco SPA5xx phones.

    thanks
     
  2. comresource

    comresource Member

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    Are SIP calls being put into a queue? Queue's can be configured with a different MOH.
     
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  3. eug

    eug

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    No queues... incoming calls go to a digital receptionist, then either to a ring group or a direct extension. Both the ring group and direct extension gets that piano piece.
     
  4. mfm

    mfm Active Member

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    Sound like you've got a haunted PBX. The only way for the PBX to start playing a second music on hold if it is sent to a queue.

    Further that some phone come with a feature to play its on music on hold. Could you advise what phones you are using.
     
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  5. eug

    eug

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    yes... seems a bit strange.....

    They're Cisco SPA509 phones...
     
  6. mfm

    mfm Active Member

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    Cant find information on MOH on that phone, but I believe it has the feature . To simplify thing could you try and swap the Cisco for the 3CX Softphone and see the results.
     
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  7. SY

    SY Well-Known Member
    3CX Support

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    Everything has a very simple explanation :)

    In your case: You have"optimized" the SIP trunk configuration... (Hopefully, you have received a valuable benefit)
    Verbose log can proof my suspicions.

    Thanks :)
     
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  8. eug

    eug

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    hi again,

    I tried the 3cx softphone and it also had the same piano piece.

    Here's the bit where I hit hold:

    Code:
    13:56:13.182  [MS210003] C:669.2:Answer provided. Connection(transcoding mode[unsecure]):192.168.0.10:7226(7227)
    13:56:13.182  [MS210001] C:669.1:Answer received. RTP connection[unsecure]: 125.213.160.79:25868(25869)
    13:56:13.182  Remote SDP is set for legC:669.1
    13:56:12.979  [MS210002] C:669.1:Offer provided. Connection(transcoding mode): 59.167.222.110:9014(9015)
    13:56:12.979  [MS210000] C:669.2:Offer received. RTP connection: 192.168.0.50:16496(16497)
    13:56:12.979  Remote SDP is set for legC:669.2
    13:56:07.729  [MS210003] C:669.2:Answer provided. Connection(transcoding mode[unsecure]):192.168.0.10:7226(7227)
    13:56:07.729  [MS210001] C:669.1:Answer received. RTP connection[unsecure]: 125.213.160.79:25868(25869)
    13:56:07.729  Remote SDP is set for legC:669.1
    13:56:07.542  [MS210002] C:669.1:Offer provided. Connection(transcoding mode): 59.167.222.110:9014(9015)
    13:56:07.542  [MS210000] C:669.2:Offer received. RTP connection: 0.0.0.0:16496(16497)
    13:56:07.542  Remote SDP is set for legC:669.2
    13:56:01.557  Active calls counted toward license limit: [669]
    13:55:58.870  [MS210003] C:669.2:Answer provided. Connection(transcoding mode[unsecure]):192.168.0.10:7226(7227)
    13:55:58.870  [MS210001] C:669.1:Answer received. RTP connection[unsecure]: 125.213.160.79:25868(25869)
    13:55:58.870  Remote SDP is set for legC:669.1
    13:55:58.667  [MS210002] C:669.1:Offer provided. Connection(transcoding mode): 59.167.222.110:9014(9015)
    13:55:58.667  [MS210000] C:669.2:Offer received. RTP connection: 192.168.0.50:16496(16497)
    13:55:58.667  Remote SDP is set for legC:669.2

    The only IP I that I don't recognize is 125.213.160.79, which looks like it comes from the same block as my sip trunk provider. I had a look at my provider's online config portal before, and there was only one part that mentioned MOH... it was set to 'disable'.

    Upon signup, my provider did send a pdf saying their authentication method is a bit different.. They also had some screenshots to show what i need to configure in the sip trunk.. mainly "Supports Re-Invite", RemotePartID party=called, and a few changes in the Outbound Parameters sip field variables.
     
  9. eug

    eug

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    I just spoke to our SIP trunk provider and he says it sounds like their default MOH music. He is unsure as to why it gets played instead of 3CX's MOH though. He mentioned another customer having the same phantom music problem, while another customer gets 3CX's MOH. He's finding out if I can send them an mp3 to put on my account's MOH.
     
  10. mfm

    mfm Active Member

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    Who is your VOIP provider if you don't mind me asking?
     
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  11. eug

    eug

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    it's MyNetFone here in Australia. It was a huge hassle getting it to work as they require a slightly different config. Their standard SIP accounts work right away, but their SIP trunk only works with routers that can change the right IP field in the INVITE header.
     
  12. SY

    SY Well-Known Member
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    Set "Supports re-invites=off" in SIP trunk configuration (I'm talking about 3CX management console)
    The "Music on hold" will be provided by 3CX for any calls connected through this trunk.

    Thanks
     
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  13. eug

    eug

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    Awesome, that fixed it! Now I'm wondering if it'll cause any side-effects, since my provider says I should enable it.

    Thanks!
     
  14. SY

    SY Well-Known Member
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    the "side-effect", which was caused by turning it(option) "on", has been fixed.
    It is recommended to turn it off for the SIP trunk (default SIP trunk configuration)
     
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