On Hold Music When On Other Company IVR

[DrainBamaged]

This is a weird one.

New 3CX install on SIP trunk. Everything is working as advertised in all other areas. However, when we place a call to another company and access their auto-attendant we have a strange issue.

We listen to the announcement, press 1 for English, then press 1 for a specific department. As soon as we do that, we hear the 3CX on-hold music, but the people who pickup the call hear us from our end. It's as if we are placed on eternal hold. We called them on cell and had no issue getting through. This is how we found out the call was being picked up, but only they could hear us.

Grabbed a Wireshark during the issue, but see nothing obvious. Anyone seen this before?

PS. This is on Enterprise license.

Thanks.

 

[cobaltit]

Sounds like you aren't using a supported provider as this exact scenario is one that is tested with 3CX interop. What provider are you using?

 

[leejor]

We listen to the announcement, press 1 for English, then press 1 for a specific department. As soon as we do that, we hear the 3CX on-hold music,

What does the 3CX Activity Log show happening to the call when you reach this?

 

[YiannisH_3CX]

Hello @DrainBamaged

It sounds like you have the options "Supports Re-Invite" and "Support Replaces" enabled under your trunk settings. If that is the case disable the options and try again.

 

[DrainBamaged]

Morning,

Support Reinvite and Support Replaces are both unchecked on the SIP.

Working on the issue now. Will see if I can find some other info.

 

[DrainBamaged]

Nothing new found. The SIP engineers at the provider are also stumped.

 

[leejor]

And the 3CX Activity Log (you may have to increase the detail of the logs) shows the call being connected to the destination the entire time, even when this happens?

 

[DrainBamaged]

I bumped up the activity log to medium and rebooted the server, but have not been able to do any further test calls due to other work and a five hour time difference. Will try to get something in the morning.

 

[YiannisH_3CX]

Is the issue only occurring with a specific destination or with all destinations are answered by a Digital receptionist?
From your description in looks like the other party is putting you on hold by sending a re-invite with "sendonly" which causes you to hear your own music on hold. But when the call is picked up you do not receive a re-invite with "sendreceive" that will resume the call. Of course this is just a theory that needs to be verified with a packet capture.
A packet capture will be able to tell you exactly what is going on.

 

[DrainBamaged]

There are five numbers where this has been observed. I'm trying to find out what sort of service they are on (SIP, PRI, ISDN) to try and sort out the conflict.

On the one I tested, the IVR gives you a language choice (Press 1 or 2). I select 2 for English and I then hear the next IVR and press 1 for a department. That's when the onhold music kicks up. Strange that it waits until the second IVR to screw up.

 

[DrainBamaged]

This just in. The provider admitted they need to "patch their Ericcson equipment" to fix this issue. No idea what the problem is. That's all they told me.

 

[YiannisH_3CX]

This just in. The provider admitted they need to "patch their Ericcson equipment" to fix this issue. No idea what the problem is. That's all they told me.

Thank you for the update. Please let us know if the issue gets resolved.