On Hold Music - Not working for callers

[BSBESIT]

When someone calls in they are greeted with a menu right off the bat. After selecting an option they are then forwarded to that extension. As the physical extension is ringing in the office, the caller is hearing silence. What the heck is happening? This is a new issue and I have not updated.

Running 3CX version 20.0.6.724

Firewall was clear

 

[SweetAction]

When someone calls in they are greeted with a menu right off the bat. After selecting an option they are then forwarded to that extension. As the physical extension is ringing in the office, the caller is hearing silence. What the heck is happening? This is a new issue and I have not updated.

Running 3CX version 20.0.6.724

Firewall was clear

I assume the menu is sending them to a queue and the queue is not set with any music (including the ringing tone)

 

[BSBESIT]

I assume the menu is sending them to a queue and the queue is not set with any music (including the ringing tone)

That could be.... I could not find any "Queues" in settings? Where is that setting?

 

[SteveITS]

Call Handling > (edit your queue) > Options > Music on Hold

 

[BSBESIT]

I see, I am using Ring Groups and not Queues. So, there are no settings for music.

 

[SweetAction]

Using a support SIP trunk? Tested from a second device (like a cell phone that is external to the system)?

 

[BSBESIT]

Using a support SIP trunk? Tested from a second device (like a cell phone that is external to the system)?

It not not a "supported" SIP, it has been working though until recently. If I create a queue, it works but immediately says "there is no one avalible" and hangs up, but the music works on there. The Ring Group is the only one that is silent. It's very strange.

And yes, I did use an outside cellphone to call in as a normal person would so I could make sure it was doing it on the outside.

 

[Colby D.]

It not not a "supported" SIP, it has been working though until recently. If I create a queue, it works but immediately says "there is no one avalible" and hangs up, but the music works on there. The Ring Group is the only one that is silent. It's very strange.

And yes, I did use an outside cellphone to call in as a normal person would so I could make sure it was doing it on the outside.

I noticed an issue where hold music will let you upload wav files that don't meet the full list of requirements. A specific example is a client hold music file was set to wav, stereo, 48 khz, and 16bit
whenever I called from another 3cx system I would hear the default hold music instead of the custom audio, but if calling from mobile the audio would be silent.

Correcting the audio format to be mono,8khz, and 16 bit fixed the issue. rule of thumb with audio music issues, check that the system is actually configured to play the audio, and then verify the audio itself is correct.

 

[BSBESIT]

I noticed an issue where hold music will let you upload wav files that don't meet the full list of requirements. A specific example is a client hold music file was set to wav, stereo, 48 khz, and 16bit
whenever I called from another 3cx system I would hear the default hold music instead of the custom audio, but if calling from mobile the audio would be silent.

Correcting the audio format to be mono,8khz, and 16 bit fixed the issue. rule of thumb with audio music issues, check that the system is actually configured to play the audio, and then verify the audio itself is correct.

That is helpful. when you say "check that the system is actually configured to play the audio" where are you referring to?

 

[SweetAction]

It not not a "supported" SIP, it has been working though until recently.

So, it's possible for a phone system to "signal" incorrectly when a call is on hold / transferring and YOUR hold music doesn't play, the CALLING party's hold music plays instead. Or nothing plays.

I asked this question (supported provider) because I know that things are setup correctly - I don't care what provider you use, but I do care to understand if there is a possibility of the provider being the issue. And right now, based on what you're telling us, that's where I would look.

I'd start with disabling "support reinvites" on the trunk - that might solve your issue.

If I create a queue, it works but immediately says "there is no one avalible" and hangs up, but the music works on there.

Make sure someone is signed into the queue and globally. You can use the webclient to be signed in globally and then sign out of specific queues.

 

[BSBESIT]

We use GVTC so... I would bet that they are having issues. We struggle with them ALL the time.

I just with I had a way to get desk phones to work with the Queue but they don't have a way to be enabled on the phone itself.

 

[SweetAction]

I just with I had a way to get desk phones to work with the Queue but they don't have a way to be enabled on the phone itself.

Sure they do? You can make a BLF that toggle the global queue state or use the dial code?

 

[paulodagraca]

Hello BSBESIT,

Lets go from the start again.
If the caller will be greeted with a menu (call is answered by 3CX, to play audio), and then will go to a ringgroup (ringgroup does never answer the call, and therefor has no MOH), the 3CX system will meanwhile play the default system MOH, until the call will be answered by someone from the ringgroup.
If the caller can hear the greeting, but no MOH, than the System default MOH is not working at all.

Please test this by calling some extension, and let them place you on hold (you should hear the system MOH).
If you do not hear MOH, please check: Admin -> System -> Music on Hold

Paulo

 

[BSBESIT]

Hey paulodagraca,

I set the background music I made as the digital receptionist audio as well as the on hold under "Admin -> System -> Music on Hold".

1. I call the system and hear the music I put in place of the digital receptionist voice.
2. I type an extension, answer on that phone and put myself on hold.
3. There is now silence!
- Also tried with the default hold music and same outcome.

The song clearly works because I can hear it coming from the digital receptionist, but no hold music of any kind will work.
I did try not setting anything as hold music and the effect is the same.
I also did an update that was waiting for a while and no change.

 

[BSBESIT]

After a lot of testing now it is EVERY SINGLE EXTENTION! No ring tone for the person calling in to ANY of our lines!

 

[paulodagraca]

Hello @BSBESIT ,

Can you explain what you mean exactly.

When a call comes in, the provider will generate ringbacktone so the caller can hear something ringing.
The 3CX doe not generate this.

When the call gets connected, the caller wil hear whatever it is connected to.
This can be a queue, voicemail, extention...

Internally we can also speak about the ringtone that the device will generate on incomming calls. That can be a hardphone, smartphone, webclient...
All of these devices will generate their own ringtone, the 3CX does not generate this.

Reading your comment, it seems you have a provider with ringback problems????

Paulo