'Music on Hold' not playing after caller dials IVR option

[theartistisblue]

Dear ALL,

I am using a Portech MV-372 dual sim GSM gateway with 3cx hosted option (3CX PRO 4 SC) running 18.0 Update 8 (Built 939).

I'm using the IVR on extension 80, which automatically answers every incoming call.

The caller can dial 0 to 9 (basically ten options), following which, the 'music on hold' (the .wav file uploaded in 3CX Phone System Management Console > Settings > System > Music On Hold) used to play whilst the caller waits for the the intended extension (according to their option) to answer the call.

I realised lately (without any changes being made either to 3CX or the Portech MV-372 interface) that the music on hold doesn't work anymore.

Following the caller being answered by the the IVR and following the option being dialled, there is DEAD SILENCE whilst the desired extension is being called.

In the words of Beavis and Butthead: 'this sucks!' - as the caller is left oblivious as to whether his/her call is being transferred or not; or perhaps thinking they need to dial something else or they dialed something wrong.

Has anyone else experienced this please? What should I check first in order to diagnose and hopefully solve the problem please?

THANK YOU IN ADVANCE TO THOSE HELPING!

 

[Charles_3CX]

Please clarify where the Portech MV-372 dual sim GSM gateway fits into a 3cx Hosted system.

 

[theartistisblue]

Generic SIP trunk(s).

Should I send a few screenshots?

 

[TheodorosG_3CX]

Generic providers are not supported from our side. For any issues related with unsupported providers you should contact them.

 

[theartistisblue]

Perhaps someone else (not from 3CX whom I pay €345.74 per annum to) can help?

 

[SnakeRiverWebDevelopment]

My question is where is the call being sent to? Extension, Ring Group, Queue, CFD?

 

[theartistisblue]

Extension/s only. Thanks.

 

[SnakeRiverWebDevelopment]

If a call goes to extension, there may not be enough hold time to play MOH, that may be your issue. If you want to have the caller listen to MOH always while waiting, send them to a Queue and configure the Queue to play MOH.

 

[theartistisblue]

Thank you I will try it and will post here soon. Much appreciated.

 

[theartistisblue]

One other detail which I would like to emphasize: this used to work. Obviously we test it by leaving the extension ringing and not answering immediately. Then all of a sudden, it stopped. I have read some similar but not identical cases in older 3cx forum posts.

However, I will try with the queue system first and let you know.

 

[theartistisblue]

OK, I disabled these options on the two SIP trunks and music on hold works