Solved MOH from call queues and General MOH

[evzoneafrica]

Dear @all,
kindly assist me here. i have different call queues in different languages, each queue must have its own MOH toplay for a customer that was connected to that particular queue. this has been so a few days ago, however just this morning when i added new MOH recordrings and assigned them thier particula call queues, now they dont play. none plays, even those that i didnt change, even those that were playing initially. I have tried restoring to the previous MOH's, but still it has failed. however if I upload the same MOH to the general MOH(settings\MOH) they play, only in a shuffle/random mode, which cant work for me. i have tried using "play intro prompt-in queues" these dont work too, only general MOH is playing, when i try deactivating the general MOH, (and leave empty (music file 0), it gives a message "Value must be configured." which means i cant leave it empty, but when i put there something even if its a silent recording(empty.wav). it is what is played when a call is in queue, not the queue configured recorings, anyone please assist me. these settings were working a few days ago

 

[VasilisV_3CX]

Hi @evzoneafrica,

The Music on Hold section in the Settings, is music on hold for any on hold call generally. It won't affect the first call to a queue. If a queue agent answers the call then puts the call on hold, it will play the Music on Hold selected in the settings (hence you need to select at least one). The shuffle setting only pertains to the general MOH when an extension puts a call on hold, it does not pertain to the first call in to the queue.

If you change the queue music on hold, this will affect what you hear while you wait for an agent to answer etc.

Are you uploading the MOH in the correct format: Music on Hold files: Format WAV (PCM, 8 kHz, 16 bit, Mono, Max size: 100MB)?

So as a test, leave the Settings >> Music on Hold file as any file that works and is easily identifiable (OfficeClosed etc), then change the MOH in the queue. Dial into the queue, what happens? Do you hear nothing still?

 

[evzoneafrica]

I hear "sorry, our ofices are closed"

 

[VasilisV_3CX]

What MOH did you set on the queue?

 

[evzoneafrica]

An audio track, just music no human voice

 

[VasilisV_3CX]

Right, so you set the MOH in the queue options to an audio track.

The Settings >> MOH, is set to something different.

You call the queue, and without a queue agent answering, what do you hear?

 

[evzoneafrica]

I dont hear the audio track that I set from the queue, instead, i hear what i set using the General MOH

 

[VasilisV_3CX]

Hi @evzoneafrica,

To confirm, you're dialing internally to the queue directly, and there is an agent logged into the queue at the time?

If yes, and the same MOH is heard, may I suggest restarting all services?

Once done, create a brand new queue and set the MOH for the queue to "OfficeClosed" (not one of your custom ones yet), add an agent to the queue and log them in, when you call do you hear the 'sorry, our offices are closed' message?

 

[evzoneafrica]

no change yet. looks like i have a bug

 

[VasilisV_3CX]

Hi @evzoneafrica,

Once done, create a brand new queue and set the MOH for the queue to "OfficeClosed" (not one of your custom ones yet), add an agent to the queue and log them in, when you call do you hear the 'sorry, our offices are closed' message?

Because I didn't get a yes or no here, do you hear the music on hold after creating a new queue or not? We're assuming that an agent is logged in to the queue at the time.

 

[evzoneafrica]

I dont hear the "sorry, our offices are closed" message

 

[VasilisV_3CX]

I'll PM you shortly.

 

[VasilisV_3CX]

Update: @evzoneafrica contacted their partner and resolved the issue.

 

[evzoneafrica]

thank you so much @VasilisV_3CX

 

[VasilisV_3CX]

Our pleasure @evzoneafrica. Feel free to open a new thread if you require any further information or assistance.