"Please hold the line" playing over top of call

[Aaron Brown]

We have a customer with 3CX setup with a queue answering incoming calls. From time to time (not always) the person answering the call gets the 3CX prompt "Please hold the line..." as the answer the call over top of the caller. Both parties can hear it.

What would cause this?

 

[YiannisH_3CX]

Hello @Aaron Brown

Is that the exact prompt? I am asking in order to try and see if this is something the 3CX phone system could be sending or if it something coming from the provider. You could of course capture a call with wireshark and listen to the audio streams to determine the source but as a first step make sure that under trunk settings the options "Supports Re-Invite" and " Support Replaces" are not enabled.

 

[Aaron Brown]

Hello @Aaron Brown

Is that the exact prompt? I am asking in order to try and see if this is something the 3CX phone system could be sending or if it something coming from the provider. You could of course capture a call with wireshark and listen to the audio streams to determine the source but as a first step make sure that under trunk settings the options "Supports Re-Invite" and " Support Replaces" are not enabled.

Thanks, yes its the 3CX "please hold while I transfer your call prompt" its hard to capture as I have only been able to replicate it my self once. The Supports Re invite and Supports Replace is disabled

 

[YiannisH_3CX]

What PBX version are you running? You can see the exact build number on the Dashboard, under the Information column next to the licence version. For example 15.5.15502.6. If you are running the latest 3CX version the audio prompt "please hold..." should not play as it has been removed

 

[Marari]

Just reaching here ...

If you've upgraded your PBX from a previous version, have you gone into:

Settings --> System Prompts --> Expand the Updates section --> update the language you are using

?

 

[Aaron Brown]

What PBX version are you running? You can see the exact build number on the Dashboard, under the Information column next to the licence version. For example 15.5.15502.6. If you are running the latest 3CX version the audio prompt "please hold..." should not play as it has been removed

Thanks again its Version 15.5.15502.6

 

[Aaron Brown]

Just reaching here ...

If you've upgraded your PBX from a previous version, have you gone into:

Settings --> System Prompts --> Expand the Updates section --> update the language you are using

?

No I havent so will give that a try thanks

 

[YiannisH_3CX]

hanks again its Version 15.5.15502.6

Thank you for the update. As i mentioned the "please hold while I transfer your call" prompt has been removed and should not play during a transfer. Is this happening with a specific queue? Have you tried a different queue and see if you can replicate the issue?