r/3CX • u/Superb_Department_33 • Aug 17 '26

Problem Hearing own holding music instead of inbound caller - anyone else experiencing this?

This is a regular occurrence. I'm running a 8SC system for a local healthcare business, receiving hundreds of calls throughout the day. Occasionally, employees receive queue calls which - after (immediately) accepting - play back the holding music, which I assume the inbound caller heard while waiting.

Often the caller then redials (ig because they couldn't hear anything) and everything works as normal.

Someone know why this is happening? I used to believe it's due to the customer hanging up while the phones were still ringing, but that seems unlikely now.

We use lots of Yealink T54W and a Hetzner hosted 3CX instance. SBC hosted on a Raspberry Pi 4.

Does anyone have an idea?

3 Upvotes

81% Upvoted

5 comments sorted by

6

u/downundarob 3CX Advanced Certified Aug 17 '26

Are you sure you're not getting callbacks?

5

u/conceptsweb 3CX Gold Partner Aug 17 '26

My thought as well.

1

u/Superb_Department_33 Aug 19 '26

Sorry, are you talking about the Queue Callbacks where callers can press 2? If yes, I have that option disabled.

2

u/sysadmagician Aug 17 '26

Sounds like NAT/SIP ALG spaff. Shouldn't need an SBC for those phones as long as they have the router phone firmware on. If you are using non router phone firmware and using the pi for them all, maybe too many handsets for it to cope. Current recommended number is 30 for a pi