Incoming calls to queue through DID go straight to On Hold (no ring tone for caller)

[doncol]

Hi folks,
Got a strange one. We have a situation where incoming calls are redirected through a DID Inbound Rule to a queue with several extensions as members. The caller never hears a ring tone, but immediately gets the On Hold music. The queue is set to Ring All.with a ring time of 120 seconds, and a 'Maximum Queue Wait Time' of 300 seconds.

This is 3CX 16.0.8.9 running on a Pi 4 B 2GB. A mix of different Fanvil handsets.

 

[Saqqara]

This is correct,callers will hear the music on hold option sound. I believe there is a ringing tone sound,you can select

https://www.3cx.com/docs/manual/call-center-queues/

https://www.3cx.com/3cxacademy/videos/advanced/call-queues/

 

[ChrisC_3CX]

Do bear in mind that when a Call Queue receives a call it actually is considered an established call from the very beginning since a Call Queue answers the call immediately, regardless of whether an agent has answered or not.