Music On Hold not updating.

[JeremyK]

I have a customer who's requesting that their MOH be changed from the system default. I've used the 3CX auto converter and it simply will not update to the new file.

Does anyone have any suggestions?

 

[TheodorosG_3CX]

Have you used the below link to convert your audio:
• https://www.3cx.com/docs/converting-wav-file/
Also you may restart your IVR service and check if you check. May i know if the test is made on a queue call?

 

[JeremyK]

I have a customer who's requesting that their MOH be changed from the system default. I've used the 3CX auto converter and it simply will not update to the new file.

Does anyone have any suggestions?

This is the site I used.

https://audioconverter.3cx.com/audio-converter

I made several different calls. Some go to the main ring group and some have gone to the queues.

 

[TheodorosG_3CX]

Queue calls have the ability to use different MOH, is this also changed?
Can you please also go to services and restart "3CX PhoneSystem 01 IVR Server"?

 

[JeremyK]

Queue calls have the ability to use different MOH, is this also changed?
Can you please also go to services and restart "3CX PhoneSystem 01 IVR Server"?

How do you change MOH for Queue calls?

 

[TheodorosG_3CX]

Please check guideline below where you may see how to set up configuration for Queues:
• https://www.3cx.com/docs/manual/call-center-queues/#:~:text=“Save”.-,Call Queues,-Queues go way

 

[JeremyK]

Please check guideline below where you may see how to set up configuration for Queues:
• https://www.3cx.com/docs/manual/call-center-queues/#:~:text=“Save”.-,Call Queues,-Queues go way

I apologize, but I don't have any of these settings on my 18.0 system.

 

[TheodorosG_3CX]

You have mentioned that you made some queue calls, do you have Queues configured?
As for the MOH, have you restarted the IVR service?

 

[JeremyK]

You have mentioned that you made some queue calls, do you have Queues configured?
As for the MOH, have you restarted the IVR service?

I cannot find a spot on my system to restart the IVR service.

 

[JeremyK]

Also, let me back up. I do not have call queues. I only have ring groups.

 

[JeremyK]

This is my Dashboard.

 

[TheodorosG_3CX]

Please modify your screenshot and ensure that any sensitive information(license keys, email, FQDN etc) is hidden.
After you upload the MOH ensure that you also restarted the IVR service and let us know.

 

[bitn2]

You will find the IVR Service under "Service" on your dashboard.

 

[JeremyK]

I've restarted the IVR services and it's still the old system hold music.

 

[QueBall]

There are several places where hold music can be playing from.
The General music on hold
Queues (if you have a license for this feature)
And Shared Parking

I'm going to guess you are changing the setting for the general music on hold and then testing it with shared parking or vice versa.

Also if you are using the general music on hold and choose random as an option, it doesn't seem to randomize based on the number of files you added, it always picks a random song from all 10 potential slots, and if the slot it picked at random is empty it reverts to playing the file in the first slot instead. So it's common where people put 2 songs in, and get 90% of the time hearing song 1 and 10% of the time hearing song 2. (not song 2 by Blur, but whatever you put into the second song slot. What is a jamochay anyway?)

So look in Settings->System->Call Parking
and look in Settings->System->Music on Hold

Also playlists in music on hold are cool. They let you change the gain / volume on the file if you made it too loud or quiet without going back to fix it in an audio editor. I like playlists!

 

[JeremyK]

They were parking the calls, not putting them on hold. That was the main issue.

 

[SteveITS]

So look in Settings->System->Call Parking
and look in Settings->System->Music on Hold

Also Settings->Conferencing->Audio