Music on Hold Queue Not Playing

[[email protected]]

Hi all,

Experiencing an issue with Music on Hold not playing with calls in a Queue.

The file is fine as it plays perfectly when the call first connects, but then if an agent actually places a call on hold after answering there is nothing just silence.
I have read through the forums and other people seem to have solved this by disabling Support Re-Invite in trunk settings, however this does not work for us.

We are on 3CX V18, but its difficult to pin down when this "broke" because we don't call ourselves. We only found out because a customer raised it and then we investigated.

We have a combination of Yealink T46G, T49G, (Which i'm aware are unsupported) Grandstream GXV3370 and PC softphones, the same behaviour occurs regardless of the device, initially i thought it may be something to do with the Yealinks now being unsupported, but that doesn't appear to be a factor.

Our SIP trunk provider is Faktortel, they used to be a 3CX Prefered Trunk here in Australia but now have been removed from the list of providers so i'm not sure if this has something to do with it? We asked them but they said its nothing to do with them and its something wrong with our 3CX system.

I'll attach some screenshots of our trunk setup, and a typical extenson setup.

Thanks in advance.

 

[ChrisC_3CX]

First off, do bear in mind that when placing a call, any call on hold, regardless if it's a queue call or not, the Music on hold to be played will be the 3CX PBX's Global music on hold configured under "Settings >> Music on Hold". What do you have set there, do you perhaps not have a global MoH setup? If this is the case, then no call put on hold will hear MoH.

If you do have a global MoH setup try the following and let me know how it goes:

1st Test:
-----------
1. Create two test extensions and access both their webclients.
2. Make a call from one to the other and check whether you hear MoH.

2nd Test:
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1. Add one of the two test extensions to one of the affected queues.
2. From the other test extension call the internal extension of the Call Queue (e.g 800)
3. Answer the call from the test extension that's a member of the call queue and then put the call on hold.
4. Do you hear MoH?

Please let me know what happens after performing the above tests.