Tone for incoming call is difference when Operator extension is occupied

[Kane Wong]

Hi;

I am using PRI connectivity for inbound and outbound call, when my Operator is talking on the phone with an user at extension to extension call, the caller from outside hear the tone like "busy" tone, a long tone; not the normal dial tone of North America, how can I fix it.

If the Operator is available, the tone for incoming call from outside is normal.

Please help.

 

[craigreilly]

So what does the Operator extension set to do when "Busy" and calls come in?
Is extension set to allow more than 1 call?

How many trunks on the PRI?

 

[Kane Wong]

So what does the Operator extension set to do when "Busy" and calls come in?
Is extension set to allow more than 1 call?

How many trunks on the PRI?

When the Operator is busy, it should forward to an IVR number to play another prompt and the menu.

Under Forwading Rules of Operators extension, it is set to "Accept multiple calls" and the trunk is 23 channels.

On SIP Trunks settings for PRI gateway,
Number of Physical PSTN Ports on device : 1
Number of SIM Calls : 23

Although the caller hear the "busy" tone like sound but he can go to the voice mail of Operator at timeout.

 

[leejor]

Have you used the 3CX Activity Log to "track" exactly what is happening to the call when the line is engaged? It may not be going to the IVR.

 

[Kane Wong]

Have you used the 3CX Activity Log to "track" exactly what is happening to the call when the line is engaged? It may not be going to the IVR.

Let me try, thank you.

 

[cprinting]

We have this tone issue for all incoming calls on 1 trunk. (we have 2 total)
Seems to be something that changed recently, as it was not like this when we installed three months ago.

 

[leejor]

the caller from outside hear the tone like "busy" tone, a long tone; not the normal dial tone of North America, how can I fix it.

Can you explain, in what scenario, an outside caller, would expect to get dialtone? Did you look at an incoming call in the Activity log?