Solved On Hold Music

[greatchoice]

I have an inbound route as follows:

Inbound --> Operator --> Ring Group

The operator determines if they are Available or to go to out of office IVR

When the caller is placed on hold, it will not play the desired hold music placed in the settings. It is the default onhold.wav file.

When an extension calls out directly and places on hold, it plays the desired hold music. How can one change this?

 

[ChrisC_3CX]

When the caller is placed on hold, it will not play the desired hold music placed in the settings. It is the default onhold.wav file.

So I take it this affects all incoming calls only? What does the caller hear instead?

Also, which SIP Provider are you using, is it a 3CX Supported SIP Provider?

 

[greatchoice]

Using Telnyx

and yes i think its incoming calls only. They hear the generic included hold music. I have a sound file uploaded, the only sound file selected. It does play when you make outbound and place them on hold but not on inbound calls

 

[ChrisC_3CX]

They hear the generic included hold music.

So the default 3CX music on hold(onhold.wav)?


What's set in "Settings >> Music on Hold", can you provide a screenshot?



Is only the first Music file set and all the rest are empty?

 

[greatchoice]

The setting is untouched except i have the file to play. I dont think it calls for a screen shot. Is there a way to tell in the logs which file its grabbing to play and read that way?

 

[ChrisC_3CX]

Is there a way to tell in the logs which file its grabbing to play and read that way?

Yes, you could check the 3CX IVR Log, though you would first have to enable Verbose Logging from "Dashboard >> Activity Log >> Settings".

I'm uncertain I completely understood what's happening though, are are all inbound callers, when placed on hold, not hearing any hold music at all?

• If you go into "SIP Trunks", edit the "Telnyx SIP Trunk" go to "Options". What checkboxes are selected under "Advanced"?

• Also, what is the operator extension using(3CX App, IP Phone, etc). If an IP Phone, is it a 3CX Supported IP Phone running with the 3CX Default template and 3CX Supported firmware?

 

[greatchoice]

What happens is a caller places an inbound call. Once the office picks up and places them in a parking lot or HOLD, it plays a different file than i have selected. If the office places an outbound call and places someone on hold or parking lot, this audio file plays as intended.

 

[greatchoice]

Found the issue! It was a parking lot setting that changed.

 

[NickD_3CX]

That would explain it!