Solved Strange on hold music issue

[steele]

Hi all,
We have a strange issue going on with our on hold music, we have around 10 customers complaining about the same issue. One i've my techs were talking to a 3cx tech however were not able to resolve it. When the customer puts you on hold it sounds like theres two lots of music overlapping over the top of each other. However we are starting to think its the internal on hold music in the yealink T46/T56 phones that might be coming over the top of it. Does anyone have any ideas how we might troubleshoot or have you seen it before ? cheers !

 

[JohnS_3CX]

Hi,

This sounds an awful lot like you have merged 2 on hold calls together. Are there any customizations done on the 3CX system? Did you try restarting the system?

Provide some basic info also please:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[steele]

No customisations done at all
Restarting doesn't help its happening across multiple systems.

3CX Version Pro Annual 16.0.3.676
Server - Debian 9
Cloud Hosted - Private VM hosting
IPhones - t54w & t
Provision - SBC
Trunk - Our Wholesale Trunk Provider
Firewall check passed - Yes
Custom Templates - No

 

[SweetAction]

Do you have support re-invites turned on?
Does your provider also give hold music?

Few months back someone had a similar issue and the provider would see the hold and play hold music and the answer was to turn on or off reinvites if memory serves.

 

[steele]

Hey SweetAction, supports re-invite are on for all of our trunks. We can try it with it off, however i always thought it was a good idea to have on ?

 

[JohnS_3CX]

Hi @steele

You enable them only for specific scenarios, which you would already know if you came across them. They are also provider dependent, so it's not one rule fits all.

It's a good idea to have them off (on your PBX and on the customer's PBX), we recommend this by default to avoid some on-hold issues.

Once you disable it on your PBX and on the customer's PBX, make a few calls and test again. Let us know how it went.

 

[steele]

It appears solved Thanks for that! It's been annoying us for a while now cheers !

 

[JohnS_3CX]

Glad to hear it was resolved!