music on hold remains when call transferred

[Perth]

We have Yealink T26P and T41P phones and when we do an introduced call transfer of an incoming call the external caller hears the music on hold over the call. ie the music on hold doesnt turn off when the call has been picked up. This happens when you press either the soft "trans" under the screen or the hard key "tran" of the 6 buttons. Thus our system doesnt allow us to transfer calls at the moment. What do we do?

 

[Captivate On Hold]

Hi. It is either the Yealinks or the 3CX itself, we provide dynamic MOH for many 3CXs. Do you have other handsets on the system that do not have the same problem?

 

[Perth]

No, we only have the 2 types of Yealinks. and transfers from both do the same thing.

 

[Captivate On Hold]

Give me a call on 9368 7511 and we will try to diagnose.
Mark

 

[YiannisH_3CX]

Please provide us with PBX version and firmware version of the phones. Also are you using the default templates?
Are the phones local or remote?

 

[Perth]

We are using 3cx pro version 15.5.0 on a windows 10 pro platform.
Yealink T26P firmware is 6.73.0.60
Phones are local.
We havent altered the templates and I suspect our installer hasnt done this either. The latest firmware was installed on phones when we installed the system a year ago. (Yes we have been living with this for a year as well as not having the mobile access work too!)

 

[YiannisH_3CX]

Can you replicate the issue on a internal call as well? Call from one extension to another and transfer the call to a third extension using attended transfer and let us know if the issue persists.

 

[Perth]

No, theres no music on hold for internal transfers and it works fine.

 

[YiannisH_3CX]

Can you please let me what you are using for incoming calls? Is this a Voip provider a gateway etc? If you are using a provider is it a supported one?

 

[Perth]

Yes it is a VOIP provider and they say they support 3cx. https://www.simtex.com.au/
""A Simtex SIP Trunk will work with many platforms, including Asterisk, FreePBX, Elastix, 3CX, Freeswitch, Cisco Call Manager, MyPBX, Zultus, IPECS, NEC and more!""

 

[YiannisH_3CX]

They may say they support 3CX but they are not supported by 3CX and have not been tested against our platform. Their setup instructions are from V12 so i do not know how much you can trust those.
I would recommend trying the same scenario with a supported provider and see if you can replicate the issue.
https://www.3cx.com/partners/sip-trunks/australia/

 

[Perth]

And how easy is it to "just try a supported provider". How do you do this for a test?

 

[jmitch11]

Many providers offer a free trial. We're using https://www.voipinnovations.com now and did utilize them for a free trial as well, it was fairly quick and easy to setup with no obligation.

 

[leejor]

A post from the 3CX Activity Log, of a transferred call, with this issue, from start (first Invite to the PBX) to finish, might provide a clue as to what is happening.