Hold Music over incoming calls

[crwill19]

Hello -

I have an odd situation where random incoming calls to our call center the user is hearing the hold music upon receiving the call from an ACD group and they can't hear the member. This doesn't seem to be limited to any ACD in particular. If the user puts that member on hold, then releases the hold button the music is gone.

Any ideas where to begin investigating this?

Thanks in advance!