Solved Music On Hold issue

[Martin Lyel]

I've had it reported to me today that our MOH is coming through garbled and has been apparently for some time (apparently first reported about 6 months ago, but then more frequently recently).

I've looked into this and what seems to be happening is that when a call is answered, then placed On Hold, it starts playing a track that I can't find in the system anywhere, then after around 10 seconds it starts playing the track that we've set it up to play. When the second (correct) track kicks in, it's at that point it becomes garbled, because it's trying to play two tracks at the same time.

I've attached a few screenshots for how it's setup - for the record, the Playlist is just a single track (the one we previously had setup). I setup the playlist this morning when I started looking into this issue and wanted to see if it made any difference...it hasn't, it's still doing the exact same thing.

Also, we have 4 different Call Queues, but all are setup with the playlist now too as shown in queue.png.

Any help greatly appreciated, because I can't work out what's going on here...

 

[GeorgeP_3CX]

Hi @Martin Lyel,

Please check in the SIP Trunk configuration if the options "Supports Re-Invite" and "Support Replaces" are enabled(Options tab).

If so, disable them and try again and let us know if the wrong music on hold is still playing.

 

[Martin Lyel]

Hi @Martin Lyel,

Please check in the SIP Trunk configuration if the options "Supports Re-Invite" and "Support Replaces" are enabled(Options tab).

If so, disable them and try again and let us know if the wrong music on hold is still playing.

Hi George

Thanks for this, it does seem to have been the Supports Re-Invite setting.

I don't think this is something new we've enabled, I'd imagine it's always been on, so is there any reason why it would have started to do this 6 months ago?

Also, the other music it was playing, does that mean it was the SIP trunk's own music?

Thanks again for that, hopefully that's the end of the annoying issue!

 

[Guillaume Bourgeois]

Hi George

Thanks for this, it does seem to have been the Supports Re-Invite setting.

I don't think this is something new we've enabled, I'd imagine it's always been on, so is there any reason why it would have started to do this 6 months ago?

Also, the other music it was playing, does that mean it was the SIP trunk's own music?

Thanks again for that, hopefully that's the end of the annoying issue!

Maybe your trunk provider didn't support Re-Invite before. So the setting had no effect .. and following an update (at the supplier) they now support it, which would explain the situation.

 

[Martin Lyel]

Maybe your trunk provider didn't support Re-Invite before. So the setting had no effect .. and following an update (at the supplier) they now support it, which would explain the situation.

Hi Guillaume

Good call, hadn't considered that. Thanks for your advice.

 

[Martin Lyel]

...I can confirm that this issue is now all resolved, so this case can be closed!

Thanks all for your help!