Callflow Transfer To External Number Not Ringing for Caller

[abonventre]

We have a callflow set up to forward calls to external mobile numbers using an HTTP request from one of our servers. The server replies with the number to forward to and then the callflow routes the call using that JSON response.

The issue we are having, and it seems to have started after updating to v18, is that when the user gets transferred to the mobile number, they do not hear ringing on their end of the call while waiting for the mobile user to answer, it's all silence. The call will still go through to the mobile number and the mobile can accept the call and then the audio works normally. We have had callers disconnect because they think the phone isn't ringing.

We get the proper ringing sound when calling external numbers from our desk phones.

Any ideas why the caller isn't getting the ringing audio while the mobile phone is ringing? Is there any way to play hold music while the transfer to an external number is happening?

 

[abonventre]

I seem to have found the issue.

From the other threads I found it sounds like the transfer should cause the hold music to play, not a ringtone while calling. For some reason, it seems the hold music stopped working when we upgraded to v18. I went and re-uploaded the hold music and the issue resolved itself.