Callers Hear Hold Music Instead of Ringing When Forwarded from IVR

[spotlightmike]

Hey all — I'm setting up a new 3CX system for a summer camp and ran into something weird I haven't seen before.

The setup is pretty straightforward: during office hours, calls to the main number go to the receptionist. If no one picks up, it should go to an IVR. That part’s working fine.

They also want SMS messages sent to the main number to go to a group of people. To handle that, I created a ring group and set the main number to hit a blank IVR first (so I can route SMS properly). That IVR sends SMS to the group, and for calls, both the "no input" and "invalid input" options forward to the original ring group.

Phones ring as expected — but the problem is, callers don’t hear a normal ringback. Instead, they get hold music right away, like the call was answered immediately and put on hold. It’s not a great experience for first-time callers.

Anyone know how to get 3CX to play ringing instead of hold music in this case?

Appreciate any insight!

 

[NicholasP_3CX]

Well, the call is technically answered by the Digital Receptionist. So the flow is now a connected call being transferred through to a new destination.

You could change the on hold music to the USProgresstone.wav file if the music on hold is that annoying, but this will change the MOH for the entire system.

 

[spotlightmike]

I was suspecting that'd be the case.

Any suggestions on a different approach for routing calls separately from SMS?

 

[PhoneMan123]

Set it up as a queue instead and you can choose the USProgresstone.wav for the queue hold/messaging and callers will hear ringing until it is picked up.

 

[NicholasP_3CX]

Set it up as a queue instead and you can choose the USProgresstone.wav for the queue hold/messaging and callers will hear ringing until it is picked up.

While this is a valid solution, I personally don't agree with this, as someone hearing the progress tone will think "These guys are not answering their phone" and will hang up.

MOH has trained us to be patient and wait our turn to be served.

It is just a human behavioural thing.

 

[PhoneMan123]

While not ideal some people want to hear ringing. I've had several company owners demand to have ringing and not hold music. Depends on where in the world you are