SIP handsets - non supported - working but no MOH ?

[PaulBC]

Hi,

I have a customer with 200 Unify handsets and we would like to move them over to 3CX.

We've tested the handsets connected as SIP devices to an SBC and everything works - except... no MOH when the handset puts a caller on hold.

I appreciate the handsets are not supported, but if I can win the customer over then I can start to migrate them away from these handsets onto supported ones over time

Any pointers as to why MOH is played to the party placed on hold ? (the call does go on hold, as the other end, a yealink, shows "on hold" when the Unify handset puts it on hold, there's just no MOH audio)

 

[VasilisV_3CX]

Hi @PaulBC,

Does your provider support re-invites? Try and disable the setting if it's enabled: Management Console >> SIP Trunks >> <Your Trunk> >> Options >> Supports Re-Invite (uncheck this if it's enabled).

 

[PaulBC]

Thanks Vasilis, in this case even an internal call (no trunk involved) placed on hold by the Unify SIP phone does not receive MOH.

 

[VasilisV_3CX]

If you create two new extensions, and call from one to the other using the Web Client, and put one on hold, do you not hear any music on hold?

 

[PaulBC]

Hi Vasilis,

the same extension, using web client, provides MOH when placing users on hold - it is only if the physical handset places the call on hold that there is no MOH for the held party.

 

[VasilisV_3CX]

Hi @PaulBC,

It looks like you've found your answer. I would suggest trying with supported phones next. You could also try to disable re-invites and replaces header on the extension level and see if it renders any positive result.

Unfortunately we can't assist further with regards to unsupported phones.

 

[PaulBC]

ThanksVasilis, yes I'm aware that the handsets are unsupported but trying to win a 200 user system over to 3CX, and if I can get MOH working for a short period whilst we move them to supported handsets then it's a deal

 

[VasilisV_3CX]

Hi @PaulBC,

The only thing I could point you towards would be how the phones place the call on hold. You'd need to check how the Unify handsets do this which should shed some light on what is going wrong.

Unfortunately because they're unsupported, we haven't tested these so I can't provide any answer that is direct or concise.

 

[leejor]

If this link, is the model phone of phone you are taking about, then it suggests that the set may allow a file to play, when it places a call on hold.

https://wiki.unify.com/wiki/OpenSca...download_my_own_Music_on_Hold_to_the_phone.3F

As suggested, how a set places a call on hold is going to make a difference. After hours, when it is quiet, set the 3CX Activity Log to Verbose, then place a call to an extension that works (Web client, or other desk set), and one to the Unify set, put the caller on hold. Compare the Logs to see how each handle the hold (what messages are sent). To receive the 3CX music, the set will have to "instuct" 3CX to do that, which, I assume, is not happening. The set may simply be doing an "internal" hold, or, is sending a SIP message meant to be interpreted by a different PBX.