Calls sent to ring group via IVR, function as expected but do not play ringback tone during the ring group stage.

[Bgravel]

I have attached a packet capture of the call in question. This happens every time and seems to happen whenever a call goes to a ring group instead of a queue. I have confirmed that the US progress tone file is present in the install files and the system seems to think it is playing something but its just dead air. If anyone has any experience with this issue I'd love your input as I'm stumped. The call at 8.794723 is the call example in question.

 

[Alejandro_3CX]

I have attached a packet capture of the call in question. This happens every time and seems to happen whenever a call goes to a ring group instead of a queue. I have confirmed that the US progress tone file is present in the install files and the system seems to think it is playing something but its just dead air. If anyone has any experience with this issue I'd love your input as I'm stumped. The call at 8.794723 is the call example in question.

Hi @Bgravel if you are using a supported VoIP provider please open a technical support ticket with us so we can check further the logs.

 

[Bgravel]

Hello,

My company is the trunk provider. however this issue is restricted to this particular instance. (one of many 3cx instances)

 

[Alejandro_3CX]

so, it is not a supported voip provider.

Could you please perform the test using only a supported voip provider as shown here