Incorrect Country Sounds/Ringing when Dialing out

[philxgriffiths]

Hi all,

I wonder if you've seen this before.

The 3CX system I'm looking at, which is UK based has suddenly started to have American style sounds when dialling out, with one long ring instead of two shorter rings. Which ends up making users think they have dialled incorrectly.

I can't see anything obvious, they use a custom template, but I can't see anything in the template that would change this.

System is up to date, the E164 settings are all set for UK too.

Perhaps I'm missing something silly?

 

[Alphabetic]

Who/where is your SIP provider located?

Have you recently changed providers?

Might be a question for them

 

[philxgriffiths]

Ahh that does make sense, the SIP provider is VoiceFlex who are based in the UK too. I'll give them a shout.

 

[Alphabetic]

I use Voiceflex and have the normal UK tone.

Are you dialling internationally from Voiceflex?

 

[philxgriffiths]

Yes, internationally and locally.

There's been no change to the providers or anything.

 

[Alphabetic]

I'd expect international dial code when dialling abroad. What are they dialling/how are you formatting calls when dialling to the UK?

 

[philxgriffiths]

Absolutely, but it's also doing that on local calls.

E164 and the standard 0+rest of number

 

[Alphabetic]

I would contact VF Support [email protected].

you'll need your SIP ID

Just to check - this isnt happening when you're using MakeCall and your MOH is set to an international dial code?

 

[philxgriffiths]

Thanks, yeah it sounds like the SIP provider is the way to go.

No it's happening on every call regardless.

I've contacted VoiceFlex just waiting for a response.

 

[philxgriffiths]

So Voiceflex ran a trace and said it's not on their end. To them the SBC is not sending back american/overseas tone.

So it must be something on the PBX side, I just can't figure out what exactly.

 

[Alphabetic]

Try a call using mobile app or web client

 

[JohnS_3CX]

Hi Phil,

The PBX will normally not be generating the progress tone. It is generated either by the endpoint, or by the trunk.


1. Is it when making only trunk calls or also internal calls ext. to ext.?

2. What endpoint are you using to make the calls?

3. "They use a custom template": for the trunk or for the phones?


In short, first confirm who is playing the progress tone and then you can figure out why it changed.

You might need the help of a 3CX Partner to further troubleshoot in case this requires SIP analysis and packet captures.

 

[leejor]

What type of sets are you using? All the same type?
Any firmware updates done recently?

 

[philxgriffiths]

Hi folks, the mobile app brings back the correct tones, as for the handsets, sometimes they do, other times they don't.

Phones are Yealink SIP-T42G with a custom template.

Already went to VoiceFlex the SIP provider and they confirmed all normal on their end.

It might be something to do with the actual handset config.

 

[JohnS_3CX]

Factory reset a phone, and reprovision it using our guide and default templates.

If you use custom templates then this should be your first step in troubleshooting, since our default ones have been confirmed to work with supported providers.

Also make sure you are using our VoiceFlex template (for the trunk) since they are a supported provider.

If the issue persists though (having done the above), it will probably be a good idea to contact your 3CX Partner and have them take a deeper look at the problematic calls.