[Asterisk-Users] No Music: Queue Hold and MusicOnHold

[G. Tyler Koblasa]

Hello,

We are working on a new Asterisk installation and have run into some problems related to playing MusicOnHold for a caller when they have been placed on hold by an agent, that took the call from a queue.

A. When pressing the HOLD button on SNOM 190 and Grandstream BudgeTone SIP phones, MusicOnHold works fine when making inbound or outbound direct calls by extension. Music starts to play when the HOLD button is pressed and caller is placed on hold, and stops playing when the caller is taken off hold by pressing the HOLD button a second time.

B. A Queue has been setup that properly plays MusicOnHold as well as announcements when the caller is in the queue. However, once an agent picks up the call and attempts to use the HOLD button, the MusicOnHold feature appears to disappear. The caller simply hears dead air. It works fine in A. (above) but not when the call comes off the Queue.

>From extensions.conf:
========================================
exten => 113,1,Goto(techqueue1,s,1)

[techqueue1]
exten => s,1,Answer
exten => s,2,SetMusicOnHold(default)
exten => s,3,DigitTimeout,5
exten => s,4,ResponseTimeout,10
exten => s,5,SetVar(ALERT_INFO=1)
exten => s,6,Background(silence/1)
; set the callerid to per queue
exten => s,7,SetCIDName(qh - techq1)
exten => s,8,Background(greeting-support)
exten => s,9,Queue(support|nt|||300)
; this is where we drop to if the queue times out
exten => s,10,Wait(2)
exten => s,11,Playback(voicemail-general) ; all of our agents are currently occupied, pl
exten => s,12,Voicemail(s7000)                       ; will return your call within 24 hours. thank
exten => s,13,Hangup

; this is what happens if user presses *
exten => *,1,Answer
exten => *,2,Playback(voicemail-general) ; please leave us a message and we will return your c
exten => *,3,Voicemail(s7000)
exten => *,4,Hangup
========================================

>From queues.conf:
========================================

[support]
music = default
announce-frequency = 90 
announce-holdtime = yes
queue-youarenext = queue-youarenext; ("You are now first in line.") 
queue-thereare = queue-thereare; ("There are") 
queue-callswaiting = queue-callswaiting; ("calls waiting.") 
queue-holdtime = queue-holdtime ;("The current est. holdtime is") 
queue-minutes = queue-minutes; ("minutes.") 
queue-thankyou = queue-thankyou; ("Thank you for your patience.") 
strategy = ringall
member=Agent/1001
member=Agent/1002
========================================

I have tried "setting up" MusicOnHold everywhere but can't seem to get Music to play when a caller is placed on hold after being transferred from the queue. I have not checked if MOH is played to a parked caller as I would like to take advantage and utilize the single button HOLD feature of our phones.

Any help would be greatly appreciated. Happy Thanksgiving .........

-Tyler

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