Caller hears ringing upon connection

[oneradioboy]

Occasionally a caller will tell me that they hear ringing when our call is connected. I'm using version 11. I've restarted the 3CX services and that seems to clear it up for a while. Anyone have any suggestions?

 

[leejor]

Occasionally a caller will tell me that they hear ringing when our call is connected.

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So...they hear ring-back tone, along with the conversation? To certain extensions, ring groups, queues? From certain numbers? Over certain trunks? Only from outside callers? Incoming only? Outgoings?

You are going to have to provider some more details and try to determine if there is anything that the callers, hearing this, have in common.

 

[oneradioboy]

Yes, they occasionally hear the ring-back tone from the start of the conversation. So far I've only experienced this with outbound calls using a SIP provider.

 

[leejor]

Does it always occur at the same point in time, in the conversation?

Do you only use one VoIP provider? If so, it could be them.

Do both sides of the conversation hear the tone?

Does it happen on all extensions, or only some?

Does it continue for the duration of the call, or go away after a while?

What type of sets are you using, VoIP, ATA's. or a combination?

You'll need to find some sort of a pattern.

 

[sbonner]

Are you using Grandstream phones?

This is a known bug in the phone firmware and Grandstream has reportedly fixed it, but not released the firmware update.

(Just to make certain this is the same issue -- the "ringing" tone will continue throughout the entire call.)

 

[ATS-Support]

We've had clients experiencing this as well, and most of them are Grandstream phones.

However we have a client with 2 Snom m9 DECT phones that are now hearing it as well.

Is it possible it's a bug with 3cx that's being falsely labled as a Grandstream firmware problem?