Solved MOH file doesn't played

[AWS2P]

Hi,
i've UL a new wav file to change the default MOH, this file is working fine when i use it in a Q but even set alone in global Music on Hold, this is always the default one given with 3cx which is played.



I've rebooted 3CX, re provisioned all phones, nothing changes.

I've tested same audio file on 2 others pbx with success, including use in Q and for global MOH, so now problem is coming from PBX, what can i do?

 

[AWS2P]

Just some more details, pbx is fresh install on Amazon lightsail, install has been done from pbxexpress, OS is Debian 9.

what can i check and where to understand why new file is not played for MOH on this PBX?

 

[FS_Mathieu]

Hello @aws2p !

When you go in your MOH menu, if you play the music you uploaded, does it play youthe good one ?

Mathieu

 

[AWS2P]

Hi Mathieu,
Yes, this is the good one played

 

[FS_Mathieu]

Do you have issue on both external and internal calls ? And on Group/Queue/Extension calls ?

You said you put it alone in global MOH so what do you put in queues/extensions ? check that you leaved a blank

 

[AWS2P]

the same audio file is set in Global MOH and for the Q, this work on other pbx without any problem.

on Q the file is well played but elsewhere no

 

[JohnS_3CX]

when you say "elsewhere no", what music is played elsewhere? Or is there no music on hold elsewhere?

 

[AWS2P]

this is always the MOH file given by default from 3cx install which is played instead of the new wav file set in global MOH

 

[itelco]

We also have missing music on hold in the last two installations. 1x Server 2016 Standard and 1x W10 Pro. A new installation with SP2 via backup did not fix the error.

We had a 3CX installed under V16 SP1 and later made the SP2 update. The other 3CX we had instantly installed under SP2.

Tomorrow we install again a 3CX with SP2, will see if the error occurs again.

 

[JohnS_3CX]

When you make a direct call extension to extension and put them on hold does it play normally?

Could it be related to trunk calls and Supports Reinvite / Supports Replaces settings?

 

[AWS2P]

Music is always played in all type of calls , but between two extension on hold , this is default 3CX music and not the one i've set in global parameters

Could it be related to trunk calls and Supports Reinvite / Supports Replaces settings?

My trunk is supported one (OpenIp) set with default template, so settings are from template

 

[JohnS_3CX]

Would it be possible to change the General MOH Music file 0 to something that is already built in like OfficeClosed.wav and retest?

If you face the issue here too then replicating the ext-to-ext hold scenario would cause the same behavior

 

[AWS2P]

Hummm, today all is working fine , done nothing , just changed as you asked me to do, it was playing th office is closed message, then i re set my own file and now it works properly.

So what can we conclude? a database bad refresh informations?

 

[JohnS_3CX]

I'm glad it was resolved, we but cannot conclude anything in this case