Music on hold playing within digital receptionist.

[flapper]

We have an in-house demo 3XC running Version 20.0 Update 5 (Build 538 Beta) that we use for testing different scenarios.

We have a customer that has a 24/7 digital receptionist with 4 options. They want to keep option 1 as a 24/7 option but the other 3 options they want going to a different digital receptionist between the hours of 07:00 - 20:30 Monday to Friday. Option 1 going back to the 24/7 option1 and option2 being able to leave a voicemail to the relevant department in options 2, 3 and 4.
I created the relevant departments, office hours, uploaded greetings they had professionally recorded and programmed everything accordingly.
It all works apart from when you call the digital receptionist you get music on hold playing as well as the prompt for the digital receptionist. There was and old music on hold setup that has been deleted and there’s nothing in any of the 10 music files. Within General MOH.
The only thing I did was create queues; realising the customer didn’t want queues, creating ring groups.
Can't see where the music on hold is coming from and why it's playing?
Any suggestions?

 

[NicholasP_3CX]

Also check if you have any playlists active.



The music on hold does play during the transfer of a call, but you mentioned you did delete the music on hold files from the list. Check the playlist as well.

If there is nothing there and you are still getting the music playing, restart the services of the PBX. Namely the IVR and media server. Might be best to restart all of them.

with the transfer of the call you should only hear a split second of music during the transfer, and music on hold should NOT be playing during a digital receptionist intro.

Are you sure the call isnt going into a queue and you are listening to the queues intro prompt, which does play the music on hold in the background?

You can easily see what is playing in the Panel, and in the active calls page of the dashboard.

 

[Tom Mills]

Hi Nikolas,

We got to the bottom of this.

In parameters, IVR_USEBK_MUSIC was set to 1.

 

[NicholasP_3CX]

That is off by default. Someone went exploring in the Parameters it seems. Check your audit log to see if there is an entry as to who enabled it.

 

[Tom Mills]

Hi Nicholas,

I would likely find that it was me that enabled it a long time ago and just forgot.