3cx only translates sip status code 486 to busy tone?

[tester777]

Hello

We have the problem that sometimes there is no busy tone.
Our 3cx hoster says that is because 3cx only translates sip status code 486 to a busy tone.

So when an provider sends another code there is no buys tone. I do not know what to think of it.
Do you know if this is true? Is there a workaround to achive that there is always a busy tone when the number is busy?

Thanks a lot!

 

[leejor]

What "other codes" are being sent, and what is being heard? Who is the provider?

 

[ChrisC_3CX]

As a test, you could also try enabling "Play Busy prompt..." under "Settings >> General". The 3CX PBX should play a message to the caller depending on the SIP code received.

 

[tester777]

I have enabled this. Sometimes it is 480, 603. In this case you can hear nothing or "not available", although the called party is just busy.
We have vodafone for incoming and easybell for outgoing.

 

[ChrisC_3CX]

For the two mentioned SIP codes you should get(audio message in quotes):

480 Temporarily Unavailable: "destination not available, not registered or there are no routes available"
603 Decline: "call forbidden by administrator"

All SIP Codes and a short description can be found here: https://www.3cx.com/pbx/sip-responses/

What is sent by the SIP Provider is out of 3CX's control but as you can see, the audio messages played are relevant to the SIP messages sent by the SIP Provider.

 

[tester777]

Ok, so my question is:

Can I configure in 3cx what audi messages i get for 480 and 603?

I do not like this messages, because the users always think the phone system is faulty and/or call the admin.

A simple "busy sound" would be much better.

 

[tester777]

Because when I call the same number from my iphone (t-mobile) i get a busy. And via 3cx i get something like "destination not available..."

I just think the way the 3cx works in this area is not great.

 

[ChrisC_3CX]

You can indeed create a custom prompt set and then set it to the extensions that you want to use it.

• Access the Management Console and navigate to "Settings >> System Prompts".
• Click on "Manage Prompt Sets"
• Select the prompt set to be used as a base and click on "Copy prompt set", then give it a name.
• Make sure it's selected and click on OK.
• Search for the prompts to be replaced and either use the "Record by phone" or "Browse" to upload your own audio file.
• Then, click on "Manage Prompt Sets" again and select your default prompt set from the list.
• Navigate to "Extensions >> Edit >> Voicemail" and select the newly created prompt set. You can also bulk edit extensions and set them all to use the new prompt set if needed.
• Reboot the 3CX IVR Service for the changes to take effect. (do this during out of office hours to avoid downtime)

Note: If you want to use the same prompt used for the 486 Busy Here SIP code you could copy the existing audio file. The location of the audio files is mentioned in this guide: https://www.3cx.com/docs/localize-promptsets/#h.9af8oae4z2mk

 

[Sepultura]

I do not like this messages, because the users always think the phone system is faulty and/or call the admin.

A simple "busy sound" would be much better.

Same here. In the meantime the users even do not call the admin anymore, they just complain that the 3CX phone system s*cks.
I really cannot understand why there is not a solution that just works as users expect

 

[ChrisC_3CX]

Same here. In the meantime the users even do not call the admin anymore, they just complain that the 3CX phone system s*cks.
I really cannot understand why there is not a solution that just works as users expect

As mentioned earlier, most if not all of the audio prompts 3CX uses for these kind of SIP Codes are actually tailored to match the SIP Code received. 3CX cannot control if a "603 Decline" is sent instead of a more appropriate SIP Code such as "486 Busy Here" when a destination is busy, this is up to the sender. I do not think limiting the PBX to use only one busy audio prompt for all these different SIP Codes would be the way to go, on the contrary, 3CX provides you with more appropriate audio messages for each one and also provides you with an inbuilt way of customizing them the way you want, even if that means replacing all audio prompts with the same busy message.

 

[Sepultura]

As mentioned earlier, most if not all of the audio prompts 3CX uses for these kind of SIP Codes are actually tailored to match the SIP Code received. 3CX cannot control if a "603 Decline" is sent instead of a more appropriate SIP Code such as "486 Busy Here" when a destination is busy, this is up to the sender.

I fully understand that there are different status codes and that it is up to the sender, but...

I do not think limiting the PBX to use only one busy audio prompt for all these different SIP Codes would be the way to go, on the contrary,

This is what everyone is used to and what everyone expects. An end user just does not care what's the problem on the other side. Hey just wants to here a busy tone like everywhere else.
I can tell all coworkers a thousand times that the verbose error message is much better, but that does not change anything. They just do not care about it.

3CX provides you with more appropriate audio messages for each one and also provides you with an inbuilt way of customizing them the way you want, even if that means replacing all audio prompts with the same busy message.

To be honest: From the admin point of view I do not want to tinker around to get the behaviour that all end users expect anyway. Also my impression was that these settings have to be made for all extensions and also for all new extensions, which is error prone, cumbersome and tedious.

 

[Evolute IT]

I fully understand that there are different status codes and that it is up to the sender, but...


This is what everyone is used to and what everyone expects. An end user just does not care what's the problem on the other side. Hey just wants to here a busy tone like everywhere else.
I can tell all coworkers a thousand times that the verbose error message is much better, but that does not change anything. They just do not care about it.


To be honest: From the admin point of view I do not want to tinker around to get the behaviour that all end users expect anyway. Also my impression was that these settings have to be made for all extensions and also for all new extensions, which is error prone, cumbersome and tedious.

Well, if the customer is that much of a pain, sell them something else (and they'll quickly discover that 3CX *doesn't* suck) or let them go. I hate these customers that are basically impossible to train or convince. If it's not their way, it just sucks.