On-Hold Music per queue

[bbnet]

Hi,

Our 3cx decided to ignore per queue settings for music on-hold when someone puts caller on-hold.
When someone rings in, chooses the IVR option and goes to queue, he gets correct on-hold music as set per queue until answered. Which is correct.
But once agent puts caller on-hold during conversation, he gets Global on-hold music. Before it use to work and he was getting per queue music.
As we do support for couple different companies, we cannot use global setting as it wouldn't match the marketing info.
We are using v16 with Enterprise License. We already tried to reboot the system and the VM it runs at.
Did anyone else came across this strange behavior?
Any ideas would be much appreciated

 

[AWS2P]

Normally this is 3CX design to have global MOH , so behavior you describe is as 3CX works

 

[bbnet]

Normally this is 3CX design to have global MOH , so behavior you describe is as 3CX works

Hi,
Thanks for your reply.

In this case, why is there music on-hold setting in general tab of the queue settings? This does not make sense.
Apart from that , it always worked until few weeks ago...

 

[AWS2P]

MOH in Q is to be used if you want a different file from Global MOH, do you use Play intro prompt in Qs ?
If so do you have music and voice in file played as "play intro prompt" ?

 

[JohnS_3CX]

Hi @bbnet

The queue MOH is what the caller hears, before any agent answers the call.

Once the call is answered, if you put a caller on hold they will hear the Global MOH.

If it worked before, then chances are you had the same MOH both on the queue and on the global PBX setting.

 

[bbnet]

MOH in Q is to be used if you want a different file from Global MOH, do you use Play intro prompt in Qs ?
If so do you have music and voice in file played as "play intro prompt" ?

I don't use Play Intro Prompt at all, just MOH setting, It is playing for caller until the call is answered.
It might be the case, as JohnS have said, that the Global MOH was set to the "marketing message", but I'm quite sure it wasn't. It looks that I won't be able to get it going, which is shame. I suppose we are not the only ones providing support for different products/brands within the same call centre/PBX.

Thanks for all your replies anyway.

 

[bbnet]

Hi @bbnet

The queue MOH is what the caller hears, before any agent answers the call.

Once the call is answered, if you put a caller on hold they will hear the Global MOH.

If it worked before, then chances are you had the same MOH both on the queue and on the global PBX setting.

Thanks @JohnS_3CX

Would you know is it something that's planned for future updates?
I'm sure there is other people who need to use different MOH per product/brand/company.

 

[JohnS_3CX]

Not sure if it is planned or not, but I would suggest to look in our ideas section, and upvote it there as other users have also posted it. Ideas that get a lot of votes are more likely to be considered.

 

[Clément Rousseau]

From 3CX point of view, you should have one instance of 3CX for each client you have, not one for all clients.
But imo even if this case, cant be allowed to choose different MOH for each extension is a pain for big companies who has lot of differents department and wants differents MOH for theses departments. It was requested many time in ideas forum section, unfortunately 3cx choice of wich ideas to implement or not from this section is very strange and even popular ideas sometimes just get rejected and we dont know why...I cant understand why 3cx dev team dont have clear answer about what they think on each idea...and seems it only goes worse and worse the bigger 3cx become...they think they know exactly what is the best for 3cx future but if they dont follow users ideas, they will become outdated faster than they though...

 

[FS_Mathieu]

From 3CX point of view, you should have one instance of 3CX for each client you have, not one for all clients.
But imo even if this case, cant be allowed to choose different MOH for each extension is a pain for big companies who has lot of differents department and wants differents MOH for theses departments. It was requested many time in ideas forum section, unfortunately 3cx choice of wich ideas to implement or not from this section is very strange and even popular ideas sometimes just get rejected and we dont know why...I cant understand why 3cx dev team dont have clear answer about what they think on each idea...and seems it only goes worse and worse the bigger 3cx become...they think they know exactly what is the best for 3cx future but if they dont follow users ideas, they will become outdated faster than they though...

It looks like 3CX stopped to work on basic telephony function as IVR, MOH, Q, etc.. If you take a global look at patch notes everything is about webclient and security (which is really useful) but nothing about telephony.