No ring group ring tone after transferring from IVR

[RossFS]

Hi,

Using Version 16.

We have an internal extension that calls an IVR. After playing the prompt, if the customer presses 1 the IVR transfers the call to a ring group.

There is no ringing tone presented to the customer while the ring group is ringing. The extension just gets silence.

I have tested this various ways. If the extension rings the ring group directly, then they are presented with a ringing tone. If this extension rings another extension or the ring group directly, then the extension making the call is presented with a ringing tone.

It doesn't seem to matter where in the call flow the IVR is, there is a ringing tone presented before the IVR, but not afterwords.

I can't see any options anywhere to set the ring tone to use.

Any suggestions?

Thanks,
Ross

 

[JohnS_3CX]

Hi Ross,

V16 final (16.0.0.1581)?

Can you also tell us what phone device/client you are using and if you're on latest 3CX firmware and templates?

 

[RossFS]

Hi,

I am running the professional version - Linux - 16.0.1581.

The issue is not with the handsets. The problem is that 3CX is not generating a ring tone for the caller.

The caller hears the IVR message, presses the 1 key to be transferred to the ring group and then there is silence until someone picks up. All of the handsets in the ring group ring (Yealink T27G and Gigaset A510 IP and a mobile phone number).

 

[JohnS_3CX]

Hi Ross,

Ok so in this case can you try to replicate this using 3CX Client to call in and see if you get silence again?

 

[RossFS]

I tried that. No difference. There is no audible ring tone on the 3CX client.

 

[JohnS_3CX]

So in the case you describe, you go from an IVR option to a ring group.

Normally at this point you should hear music on hold, not a ringback tone since the call was already considered answered by the IVR and technically you are being transferred internally to the RG extension (tested here on my V16).

Does your music on hold work when you do a blind transfer between extensions? If not then I think we located the problem.

 

[RossFS]

That appears to be the problem. I had a silent.wav as my first music on hold file.
I have removed this and all the others and just have the one.

Strangely, this is not the file played by the system when I put someone on hold.

How does the system determine which MOH files are used where?

 

[JohnS_3CX]

Your system-wide MOH is under Settings > Music On Hold

If you use Call Queues, each queue allows you to select a custom MOH

Also under Settings > Shared Parking you can define a custom MOH

Finally, your trunk provider can also play music on hold if under your trunk options you have:

• Supports Re-Invite
• Support Replaces

 

[RossFS]

So, from that I take it that there is no way to have a different MOH for ring groups and for people on hold/transfer?

 

[JohnS_3CX]

That's right, those two both use the Global MOH.

Queues will also use the Global MOH after an agent picks up and then puts caller on hold (since now you are technically out of a queue)

 

[RossFS]

Thanks for clarifying that.

This does seem to be a bit of a shortcoming for Ring Groups though. Is it possible to ask the dev team to add an option for MOH to the Ring Groups?

It would really be nice to be able to have different MOHs for different Ring Groups.

I would add this to the Ideas forum, but I don't have privileges to do that.

 

[AWS2P]

I would add this to the Ideas forum, but I don't have privileges to do that.

For now new rule for IDEAS, only VIP partners have rights to deliver the smartest IDEAS to vote this is the new being all in same community