Solved No sound when moving from queue to ring group

[Maddog78]

Hi, the current process of our calls is that an incoming call goes to a ring group and if that is not answered it gets put in a queue for another group. If the call is not answered then it goes to another overflow ring group before going to voicemail.
The issue we have is that when going from the queue to the overflow ring group there is no sound of either the hold music or a ring tone so the user thinks they have been cut off due to the silence and they hang up.
Does anyone know how to get a ring tone or continue the hold music while transferring to a ring group?

Any help would be greatly appreciated.

 

[leejor]

I would not expect the transferred call to get hold music, but would expect them to receive ringback tone until answered or sent to voicemail. Did this issue just start (change of 3CX version?), or has it been this way for a while?

 

[YiannisH_3CX]

Hello @Maddog78

When the call leaves the Queue and starts ringing the Ring Group the caller should hear the music on hold of the PBX so make sure that you have something set there.
If the issue still persists try to replicate it by calling the Queue from a local extension and let it overflow to the Ring Group. See if you can hear the music on hold then

 

[Maddog78]

We thought there would be some sound and were only made aware of this when the callers were ringing up to get through and said they got dropped. After looking at the call reports we saw what looked like a number of callers hanging up. I will see if I can get the internal test done to see if the same happens.

 

[YiannisH_3CX]

Keep us updated and make sure that you have a system music on hold file under Settings / Music on Hold

 

[Maddog78]

Changing the setting on the SIP trunk to disable Support Re-Invite appears to have fixed this.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution.