queue not playing intro wav before we answer

[hodor]

our inbound rule is set to go to IVR and plays the intro to pick which department you need, which works fine.

pressing 1 send you to a queue with a couple yealink phones in it and they start to ring on our side. however the caller hears nothing, its complete silence until one of the 2 phones answers.

i have that queue set to "play intro prompt" and selected the wav file that i want to play.

shouldn't that wav file start playing to the caller as soon as they press 1? i'd even be satisfied with a ringing sound, just something thats not complete silence. i have callers hanging up b/c they think they got disconnected after pressing 1.

thanks much

 

[VoIPTools]

Assuming you have everything configured correctly, this sounds like an incompatible .wav file (format). How did you create the intro prompt? Where did you get the on-hold music for your queue? Are all the 3CX services running?

 

[Alejandro_3CX]

our inbound rule is set to go to IVR and plays the intro to pick which department you need, which works fine.

pressing 1 send you to a queue with a couple yealink phones in it and they start to ring on our side. however the caller hears nothing, its complete silence until one of the 2 phones answers.

i have that queue set to "play intro prompt" and selected the wav file that i want to play.

shouldn't that wav file start playing to the caller as soon as they press 1? i'd even be satisfied with a ringing sound, just something thats not complete silence. i have callers hanging up b/c they think they got disconnected after pressing 1.

thanks much

If you click on Managen and then click on Play the file using your extension, do you hear the intro prompt?

Also using an internal extensión if you call the ivr, select 1 to enter in the queue, do you hear the intro prompt?

 

[hodor]

Assuming you have everything configured correctly, this sounds like an incompatible .wav file (format). How did you create the intro prompt? Where did you get the on-hold music for your queue? Are all the 3CX services running?

this is what is was. the company that made our wav files said they were all 3cx compatible...they lied lol. the other files they sent all work but I just ran this one thru the 3cx audio converter and used the converted file and it works perfect now.

thx much!

 

[VoIPTools]

I thought so! Glad we could help.