unanswered calls from clients get the 3cx System Prompts instead of carrier

[alvo4p]

we are using 3cx hosted pro plan with YeaStar TG Gateway, 3cx registering the TG gateway as sip account trunk for each number.
however everything running smoothly except when our agent is busy or no answer the client call gets forwarded to our 3cx system prompts instead of the sim provider carrier.
we would like the clients on missed incoming calls to get the carrier voice prompts instead of our 3cx system prompts.

i tried to set the ring time on TG devices for 45 Seconds, and the 3cx forward settings to 60 Seconds but that didn't help with the issue.
would appreciate if someone have a way to fix this issue

Kind Regards.

 

[Saqqara]

No sure this is possible, as 3CX has action the incoming call so it will handle the call and the actions if the call is not answered

The carrier call has been passed to 3CX, so it is not in control of the call