Solved Wrong MOH displayed

[FS_Mathieu]

Hello guys,

We're facing an issue with 100% of our customers with OpenIP Trunk :

When we make a call and the called is putted on hold, the MOH played is the music of the called (typically you hear your own MOH)

So we tried with both OVH trunk and Alphalink trunk on the same customer's system and we don't face this issue anymore.

OpenIP tells us (by listening to the pcap) that the right MOH is sent by their trunk to our system but our system send the wrong MOH to the phone.

And 3CX french support tells us it's OpenIP issue zzz

PS : By the way is there a way to call the english support because french support close at 3PM CEST..

Best regards

Mathieu

 

[YiannisH_3CX]

Hello @INDY_Mathieu

Technically what you hear depends on how the call is placed on hold and how the provider handles this.

You can put a call on hold by simply replacing the audio stream with your own music on hold, or send a re-invite to the provider putting the call on hold which will force the provider to either play its own music on send the re-invite to the callee and if the callee is behind a PBX he will hear its own music on hold.

Both options are technically correct it just depends on how the Hold function is handled.
Typically we chose to not send a re-invite to avoid this confusion but you can enable re-invites from the trunk Options.
When the PBX receives a re-invite that puts the call on hold then it will start playing its own music on hold. This is be design and cannot be changed.

PS : By the way is there a way to call the english support because french support close at 3PM CEST..

Actually French support closes at 5PM CEST

 

[AWS2P]

Mathieu
check this in trunk , try to untick this and do a test

 

[FS_Mathieu]

Hello @YiannisH_3CX @aws2p

Thanks for your support guys,

We already tried both issue with and without Re-invite, it changes nothing with this trunk. I don't really remember if Alphalink and OVH were tick or not :/

I mean, we've no problem with an OVH trunk on the same system so..
Do you agree : When the callee has no MOH on his system, the caller system will play his own music instead of nothing or bip.

In this case, can we imagine that OpenIP is sending us something that 3CX don't recognize (format, name of file or anything) and then play our own music ?

Mathieu

 

[FS_Mathieu]

Actually French support closes at 5PM CEST

Oh thank you, I based myself on this haha

 

[FS_Mathieu]

Okay guys, I had OpenIP for some tests and I don't know how but now when I unpin Re-invite, each interlocutor have the right MOH

 

[YiannisH_3CX]

Glad to see the issue has been resolved