The system answers the call and shows the call connected to the AA and then routing to the appropriate group. However, the call is placed on "hold" the issue is the hold music is not on the Avaya so this has to be coming from the carrier, Comcast. Has anyone seen this issue? Of course this is happening intermittently.
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Call Cuts to Comcast Music On Hold
- Thread starter maxse
- Start date
RodneyMcSnow
Technical User
1) If you login to the IP Office and goto SYSTEM-TELEPHONY-TONES&MUSIC can you verify what the IP Office is set to for the HOLD MUSIC. EXTERNAL, WAV, TONES
2) Look at the Hunt Group and check to see what the HOLD MUSIC SOURCE is set to. SYSTEM SOURCE or OTHER?
3) Look at the Incoming Call Routes as well, what is the HOLD MUSIC SOURCE set to? SYSTEM SOURCE or OTHER?
I have never seen Telco provide hold music but is it possible the call is overflowing to an external cell number and that cell phone has custom ring tones?
Looks as though you will need to verify the above to ensure all trunks, lines and system systems have been verified.
2) Look at the Hunt Group and check to see what the HOLD MUSIC SOURCE is set to. SYSTEM SOURCE or OTHER?
3) Look at the Incoming Call Routes as well, what is the HOLD MUSIC SOURCE set to? SYSTEM SOURCE or OTHER?
I have never seen Telco provide hold music but is it possible the call is overflowing to an external cell number and that cell phone has custom ring tones?
Looks as though you will need to verify the above to ensure all trunks, lines and system systems have been verified.
amriddle01
Programmer
Some analogue phones have built in hold music, usually terrible. If they have analogue phones with a hold button that's probably it 
amriddle01
Programmer
Agent 1000s for example have a real plinky plonky type of thing that's terrible
- Thread starter
- #5
I have traced the call, it is not being placed on hold by the system, I see it connected to the AA then timeout and route to the backup operator and eventually hit voicemail. The music is turned off in the config for all areas. On top of that the music playing is not the same music as the music on hold wav. Is there another music file other than the one you have to manually load?
RodneyMcSnow
Technical User
You mentioned that music is turned off in all areas but then you mentioned that you have as .wav file playing.
If you dial Music On Hold Short Code (*34 or *341) what do you hear?
When you hear the music, does the music play the entire time the call is on hold?
If you dial Music On Hold Short Code (*34 or *341) what do you hear?
When you hear the music, does the music play the entire time the call is on hold?
mattKnight
Programmer
Have inadvertently put a music file in for a huntgroup announcement or a voicemail personal greeting?
Take Care
Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.
Take Care
Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.
- Thread starter
- #8
So the music file on the system is not the music that I am hearing. I also completely removed the WAV file from the system SD card...Still happening. After looking through Comcast's features online it appears they offer a "music on hold" feature that can be activated any time from any of their business POTS trunks by dialing FLASH *22. Had the customer call me and dial the code, sure enough the music plays. It absolutely has to be coming from the telco but they are still denying it...![[hammer]](/data/assets/smilies/hammer.gif "[hammer] [hammer]")
amriddle01
Programmer
Have them deactivate the feature or you'll take your business elsewhere.....or insist they send out an engineer to prove it to him, they usually listen if it's going to cost them money
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