V20, Hosted - Press * Transfer Call failed & MOH playing during transfer or dialing extensions

[CGoCCanada]

Hi,
We have 2 issues that we're trying to resolve

1) When reaching an extensions VM , the option to Press star to return to the receptionist fails
2) When dialing an extension is it possible to play a ring instead of MOH ?

Thanks
Tony

 

[AbdullaR_3CX]

Hello @CGoCCanada

1) Voicemail - Press Star to contact the operator
This function depends on the receptionist extension being available. Please check the following:

• Go to Admin Console > System > Voice Mail
• Verify that the "Calls Transferred from Voicemail will be routed here" field is set to the correct receptionist extension.
• Also, ensure that the receptionist extension is registered and able to accept calls. If it's offline or not accepting calls, the transfer will fail.

2) Play Ringback Instead of Music on Hold When Dialing an Extension
By default, the PBX plays Music on Hold when dialing. If you'd prefer a ringing sound:

• Navigate to Admin Console > System > Music On Hold
• Replace Music File 1 with an audio file that contains a ringing tone instead of music. This way, callers will hear a ringback instead of music while waiting.

 

[CGoCCanada]

Thank you for the prompt reply.

a couple of questions, Yes Calls Transferred from Voicemail will be routed here" was set incorrectly. Any plans to have the ability to be able to set that option to a different extension for each department?

With your suggested change for MOH does that mean that anyone on hold will hear a ringing tone as well? Ideally they should a ringing tone when dialing extension etc and music for when someone is on hold. Is that possible ?

 

[AbdullaR_3CX]

@CGoCCanada

For the first inquiry, Am afraid that its not achievable 3CX only allows a single global destination for calls transferred from voicemail (configured under Admin Console > System > Voice Mail). Am afraid that it's not possible to set different destinations based on departments or extensions. It's a system-wide setting that applies to all voicemail transfers.

And for the second inquiry the system plays Music on Hold (MOH) when transferring calls or when a call is placed on hold. There isn't a built-in way to differentiate between a transfer and a hold action for MOH purposes.
So yes, if you replace MOH with a ringing tone audio file, all callers placed on hold will also hear that ring, not just during internal transfers or extension dialing.

it's not possible to have the system play a ringback tone only when dialing an extension and music in all other scenarios. The MOH is a global setting and applies to all call handling scenarios that trigger it.