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

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avaya137xx

Technical User
Oct 9, 2019
86
IN
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 ss:eek:ff 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 ss:eek:ff 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 ss:eek:ff 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 ss:eek:ff 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
 
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.
 
Yes you are very close .

Agents use plantronic blackwire headset.
They using Avaya one-x agent software
It happens randomly.
 
Yes if we do list monitor we do see extension as we using recording calls
 
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.
 
Hi ... any help folks .. we still have the issue going on
 
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.
 
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