Solved Queue hold music plays for DDI calls.

[Sean Glasspool]

Hi All,

Recently configured up a fairly small 3CX service for a customer where we use Call Queues to play specific hold music to callers.

I have noticed that calls to DDIs (not queues) the system will play the queue hold music rather than a typical progress tone.

Is this normal behavior for 3CX? Previous PBXs I have build in the past (Avaya IP office, Alcatel PCX, NEC XN etc) work in a different manor, i.e play progress tone to

 

[YiannisH_3CX]

Hello @Sean Glasspool

If the call arrives at the PBX and it is still ringing, i.e. is not answered by an IVR or Queue etc then the PBX will not send audio. It will send a Ringing message to the provider which will in turn send it to the caller and the callers device will play its own ringing tone.
If the call is answered by an IVR for example and then sent to an extension the caller will hear the main music on hold of the PBX

 

[Sean Glasspool]

@YiannisH_3CX That is what I figured.
However, the call in this case is a DDI call DIRECT to a users extension. (No queue or IVR involved.)
The queue hold music is heard during the ring cycle rather than the usual progress tone

 

[craigreilly]

Never had that issue. Are you using a preferred/approved sip provider?

 

[Sean Glasspool]

@craigreilly - Yes we are. 2Talk here in NZ.

Ill go through the config again...... not causing an issue yet, just unusual behaviour

 

[YiannisH_3CX]

Make sure that the DID you are calling is actually ringing the extension and it is not routing to a different destination due to a routing issue.

 

[Sean Glasspool]

Definately routing directly to from the DDI to the Extn.

DID

Mxxxxxx xxx DDI

2Talk

*6281xxxx

200 Mxxxxxx xxxx

 

[YiannisH_3CX]

Make sure that you are using the default template and have not made any changes to it. If the issue still persists run a packet capture of an inbound call and check the signalling. This will tell you if the call is being answered by the PBX and where the music is sent from.

 

[Sean Glasspool]

Default template used. In fact, its ringing a softphone on a PC.
Packet Capture time.

 

[YiannisH_3CX]

Let us know what you find and if any assistance is needed

 

[Sean Glasspool]

OK issue resolved.
I found that the ITSP (as they used to be hosted handsets on their platform) was playing an announcement against each of the numbers. Grrrrrrr. (Set up before my time)

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution.