MOH Random Issue

[Jim Friesen]

Hello everyone
We have a customer that has a 3cx V15.5 system running for the past year.
Randomly when someone is put on hold or the IVR is connecting to an extention there will be NO MOH, just dead air.
This appears to be random except it happens more often when the call is made from a cell phone and less often when the call is made from a land line.
Any ideas?
Ive changed the MOH file and played with the play lists, restarted the server, but its still happening

Thanks
Jim

 

[cobaltit]

It's not a MOH issue. Confirm the firewall test passes first. If it does, then you are likely not using a supported trunk provider and need to play with the trunk settings. Wireshark will confirm.

 

[Jim Friesen]

It's not a MOH issue. Confirm the firewall test passes first. If it does, then you are likely not using a supported trunk provider and need to play with the trunk settings. Wireshark will confirm.

Thanks for the reply
We are using a supported Provider (ThinkTel) here in Canada.
As far as the firewall, it was passing when installed, ill have to wait till after hours to run it again and see if something changed.

 

[cobaltit]

So the RTP range was changed with SP6 so that might need to be adjusted. Was ThinkTel a supported provider when initially setup? Sometimes the provider templates change. Might be worth creating a 'new' trunk just to confirm the settings with your current trunk.

 

[Jim Friesen]

Yes ThinkTel has been a supported provider since we have started.
Ill Check the set port range, that very well might be the issue.

 

[JohnS_3CX]

Hi, below is the new range as can be seen here:

https://www.3cx.com/blog/change-log/phone-system-change-log/

3CX Phone System v15.5, Update 6, Build 15.5.15502.6, August 2018

• External Port Range Change: 9000-10999 [UDP]
• Internal Port Range Change: 7000-8499 [UDP]