Ring Group "Prompt Missing" issue

[Buzz movies]

Hello,

I’m running 3CX PRO Version 20.0 Update 3, self-hosted on Digital Ocean with Multi-tenant mode enabled.

I am logged into the PBX using the "System Owner" account.

When editing a tenant's ring group, I encounter a "Prompt Missing" error (screenshot attached).

The prompts in question were created by a receptionist who has "Owner" rights within their department. I added myself to the department as well, but the issue persists. Interestingly, when logged in with the receptionist's account, the prompts are not missing.

Main Issue: When a client reaches the ring group, the prompt does not play, which is causing significant issues. I’m unsure where to begin troubleshooting this.

My intuition suggests it could be related to file permissions either within the VM or the PBX itself.

Any guidance would be greatly appreciated!

Thank you.

 

[SnakeRiverWebDevelopment]

Audio files are not supposed to have spaces in the name, how you got them to the PBX is the question, if uploaded from within 3cx, you would have received an error at that time. Remove spaces and use the PBX to upload, this will work if the files are correctly formatted to work. Here is a tool you can use to format the file.
https://www.3cx.com/docs/converting-wav-file/

 

[Buzz movies]

Audio files are not supposed to have spaces in the name, how you got them to the PBX is the question, if uploaded from within 3cx, you would have received an error at that time. Remove spaces and use the PBX to upload, this will work if the files are correctly formatted to work. Here is a tool you can use to format the file.
https://www.3cx.com/docs/converting-wav-file/

Thanks for your reply, much appreciated

The files were recorded using the desktop app UI and the user's microphone. (They dont use desk phones, only softphones).

If the spaces are the issues, well we have another issue somewhere in the UI.

I will correct the file names, try again and report back.

 

[Buzz movies]

Hello,

I asked the receptionist to rename/reupload their prompts, but we get the same error about "Prompt Missing"

Any suggestions?

Thanks

 

[SnakeRiverWebDevelopment]

The only thing I can think of at this point try a different ring group to see if it works

 

[bitn2]

The files shouldnt have any special characters.

 

[Buzz movies]

The files shouldnt have any special characters.

Thanks for the reply.

2 of the 3 files have no special characters besides dashes.

Should I raise the issue as a ticket with 3cx?

Thank you for your kind assistance and suggestions.

 

[Buzz movies]

Also, the "Prompt Missing" error does not appear when the receptionist logs in with her account.

 

[bitn2]

Try just letters and numbers... If it doesn't work, maybe support can find the problem.

 

[Les Webb]

I had a similar issue when upgrading some of my V18 systems to V20. Prompt would show red and missing.

I went back to my copy of the backup file, unzipped it, and reuploaded the same file in the affected DR, RG, etc.

That solved it for me.

Not the same issue you are having, but it's the reason I came here to look at this thread so maybe it will help someone else.

Les

 

[Buzz movies]

Thanks for your input guys.
I'll report my findings if I find a solution.