Hold music being heard on calls-- source is Avaya media server

[avaya137xx]

we are using Media server on MOH
we seeing some strange issue - customers are hearing hold music on calls intermittently .

on the CM list trace station we do see that Hold and unhold keeping happening back and forth but Agent is not even touching the HOLD button



10:01:46 TRACE STARTED 11/18/2022 CM Release String cold-01.0.890.0-27598
10:01:55 hold: target-music-source 3 station 1030618 cid 0x15e3
10:01:55 active announcement 1019014 cid 0x15e3
10:01:55 hear audio-group 6 board M1 ext 1019014 cid 0x15e3
10:01:55 unhold station 1030618 cid 0x15e3
10:01:55 G729A ssff ps:20
rgn:249 [172.20.171.6]:2048
rgn:1 [172.26.83.121]:7058
10:01:56 hold: target-music-source 3 station 1030618 cid 0x15e3
10:01:56 active announcement 1019014 cid 0x15e3
10:01:56 hear audio-group 6 board M1 ext 1019014 cid 0x15e3
10:01:56 unhold station 1030618 cid 0x15e3
10:01:56 G729A ssff ps:20
rgn:249 [172.20.171.6]:2048
rgn:1 [172.26.83.121]:7058

01:56 hold: target-music-source 3 station 1030618 cid 0x15e3
10:01:56 active announcement 1019014 cid 0x15e3
10:01:56 hear audio-group 6 board M1 ext 1019014 cid 0x15e3
10:01:57 unhold station 1030618 cid 0x15e3
10:01:57 G729A ssff ps:20
rgn:249 [172.20.171.6]:2048
rgn:1 [172.26.83.121]:7058
10:01:57 hold: target-music-source 3 station 1030618 cid 0x15e3
10:01:57 active announcement 1019014 cid 0x15e3
10:01:57 hear audio-group 6 board M1 ext 1019014 cid 0x15e3
10:01:58 unhold station 1030618 cid 0x15e3
10:01:58 G729A ssff ps:20
rgn:249 [172.20.171.6]:2048
rgn:1 [172.26.83.121]:7058
10:02:09 hold: target-music-source 3 station 1030618 cid 0x15e3
10:02:09 active announcement 1019014 cid 0x15e3

 

[kyle555]

If you do a list mon, does the ext show up?

Maybe a adjunct like a recorder or something is causing it?

Is it 1XA or workspaces or AAfD with/without a headphone?

When does it happen?

I'm thinking a bad configuration somewhere.

 

[avaya137xx]

Yes you are very close .

Agents use plantronic blackwire headset.
They using Avaya one-x agent software
It happens randomly.

 

[avaya137xx]

Yes if we do list monitor we do see extension as we using recording calls

 

[SharkySeph]

So we had literally this exact issue with a user. It turns out it was some type of corruption in the OneX Agent software. A complete uninstall and deleting the appdata files for it and reinstall fixed it for us.

 

[avaya137xx]

This is happening for multiple users

 

[avaya137xx]

Hi ... any help folks .. we still have the issue going on

 

[kyle555]

Isolate the problem.

How often does it happen?


If they use just a desk set, does it happen?

How long would a user have to use just a desk set with the problem not happening to convince you that the softphone is the problem?

Troubleshoot the softphone - reinstall it like the user above mentioned.

If you've got Avaya support and it happens regularly enough to a particular user, they could setup a trace to see where the message came from to help you isolate further.