Customized ringtone overwrote back again

[fgc92210]

I have a small installation -thank god- with about 10 phones (all grandstream gxp2170).
I had a customized ringtone which is used as ringtone for a call center queue (simultaneous queue).
The system was upgraded (automatically) not too long ago, which came with new firmware, which erased my ringtone obviously.
My issue is that even though I re-uploaded the ringtone, re-assigned it to each phone, re-provisioned all phones, rebooted all phone, none of the phones too the new ringtone.
I had to go to each of them, do a factory reset, and then it worked.

Is this issue with the manufacturer or 3CX ?

 

[Alphabetic]

Are you specifying a ring tone from the phone extension tab in 3CX?

 

[JohnS_3CX]

Hello,

If you were uploading custom ringtone files to the device, and you also performed a recent firmware upgrade, then it makes sense that it only worked after a factory reset.

Since we do not provide support for custom uploaded ringtones (the PBX is not involved) then I suggest you ask the manufacturer.

 

[fgc92210]

Yes - All extension had a specific ringtone in the phone provisioning previously. It worked.
I added a new phone to this system which required a firmware update. Then All the phone who had the ringtone lost it.

 

[fgc92210]

Hello,

If you were uploading custom ringtone files to the device, and you also performed a recent firmware upgrade, then it makes sense that it only worked after a factory reset.

Since we do not provide support for custom uploaded ringtones (the PBX is not involved) then I suggest you ask the manufacturer.

After adding a new phone, all working phones (I mean by that all the phones who had a customized ringtone) lost it (the customized ringtone). I looked at the md5 checksum of the file in the firmware folder, and it was back to original. So I believe that when a new phone is added in 3CX, 3CX goes and get either new firmware, and/or force overwrite all the files for this firmware. Which is fine.

My issue is that after re- uploading the ringtone into the firmware folder, re-provisioning all phone and rebooting all phones, the new ringtone was not taken in account.

I then went into settings / app and unchecked the box which say we can assign a different ringtone per queue, hoping it would 'reset' the phone to their original ringtone -which it did-

Went back to settings / app to enable the feature again, and made sure all phone had the new ringtone.
re-provisioned all, rebooted, and still no new ringtone.

Only way was to factory reset all phones.
I can't imagine doing this on a 200 phones install :/
I was just curious about the why, and who should I contact to prevent this in the future. Not only for me, but other people who have a customized ringtone for a particular queue in their system.

Those phones are in an open space, with a ring-all strategy. I can't tell you when the GXP2170 ringtone "Call from xxxxxx" starter to go off on all, it was a disaster lol...

 

[JohnS_3CX]

You should not rely on files not being overwritten in the folder, since 3CX manages everything:

- Download the firmware (which includes ringtone audio files)
- Update the firmware (which phones find automatically on the server and pull it)
- Tell the phone which ringtone to use based on the extension settings

This means that you might have to do custom work to get this to work always the way you want.

 

[fgc92210]

I think the issue is that when a firmware is downloaded, 3CX assign the Ringtone1 for example which is assigned for the queues. I go and overwrite this file -which therefore has a new checksum-, re-provision the phones, reboot them, and assumed that they would take this (same filename, just different file). That's where I had an issue. Is this the correct way to do it?

 

[JohnS_3CX]

You will have to do it manually on the devices without changing files on the 3CX system.

I should make it clear this is is not supported by 3CX

 

[fgc92210]

I understand. I've done it in 3CX in the past successfully -and easier- since 3CX would offer the new binaries / ringtones to all the phones at once. Oh well, thank you for your input. I'll see if I can find workable word-around for next time.