Calling from app in CTI mode, deskphone hears hold music

[bongoit]

Hi,

When my users initiate an outbound call on their deskphone by using the windows app in CTI mode, they hear their music on hold, rather than the ringing sound they expect.

I presume this is because they are, effectively, on hold, whilst the windows app connects the call and then hands it off to the deskphone.

Is there a way to have them hear a standard ringing tone during this transfer? I can't set the MOH sound to a ringing sound, as they have a personalised message they want inbound users to hear...

Thanks,
Justin

 

[JohnS_3CX]

Hi Justin,

Give use some additional info on your setup please:

• PBX Version
• Windows Client Version
• Phone model
• Phone firmware

 

[bongoit]

Hi,

3CX 16.0.5.622
Windows app 16.3.0.144
Phone Fanvil X4U
Phone f/w 1.0.5

Many thanks!

 

[JohnS_3CX]

Hi Justin,

Ok so with that model, you should be hearing a progress tone exactly the same as when you dial using the number pad on the device. If that's not the case now, I would recommend to factory reset a device and provision it again from scratch using our built in templates (not custom templates).

Please note however that your system and phones are a bit behind, I confirmed mine works using:

3CX 16.0.6.655
Windows app 16.3.0.179
Phone f/w 2.2.10

Let me know if you have any further questions!