SIP Trunk answer "486 Busy here": User gets confused

[ckrammer]

Hello,

when we call external numbers, our SIP provider may answer with a code 486 (busy here) when the called number is busy. The following can be found in the system log:
Call or Registration to 0173xxxxxxx@(Ln.10000@Peoplefone) has failed. 185.190.xx.xx replied: 486 Busy Here; from IP:185.190.xx.xx:5060

When using a softphone, this answers comes so fast, that there is no ringtone, no busytone, just a short peroid of time where the information (line busy) is displayed in the client. Even in the call log for the user, there is no reason stated why the call was not successful.

Currently our IT support gets alot of call about this, cause users don't get it. When the softphone is in background and they work with a headset, there is no way to see if there was a problem or the caller is simply not available.

Is there any way to get a busy tone from 3CX in these cases? Or at least put that information to the call log, so the user can see for himself and does not call for help?

Regards,
Christoph

 

[ChrisC_3CX]

You could try and enable "Play Busy prompt when extension is busy" under "Settings >> General". This will have the 3CX PBX play an audio prompt to the 3CX user instead of sending the SIP Code.