North America Ring Back Tone

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I work for a Phone Company that connects calls that originate from Inmate Facilities from the US and connects most calls within via Automated Call Processors (ACPs)

One of your customers is attempting to receive calls from one of the jails where we provide the service but my company is having problems connecting the call. Every time our ACPs attempt to call one of your customers (so far I only have one example), the Ringback Tone that our system hears, is being confused as an "answered call" and begins playing the options prior to your customer actually answering the call. The reason why is happening, is because the Ringback tone that your customer has (Not sure if it's standard for everyone) does not match the standard North America Ringback Tone.

Here is an example of the North American Ringback Tone:

Would it be possible to get a copy of your .wav file of the Ringback Tone so we can add it to our files and ensure that every time we call this customer or any of your customer's we can deliver the call and play their options only when they answer the call?

Thank you much for your help.

Reol Ronces.
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Posted 3 years ago

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Brandon, Champion

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From what you describe, I suspect this is because the default 'ringtone' for RingCentral is to play a connecting message and music like, "please hold while I try to connect you". 

You could certainly contact that one user and tell them they can modify their connecting message to normal ringtone if it is important to them to receive these calls, but besides that I don't think there is anything you can do.

Even if you trained your system for the connecting message, different users could change the words and music so I don't suspect that would work well.

The only other thought is if your system can detect answer supervision, but even in that case I am not sure when RC sends answer supervision if at all.

Thank you for your reply Brandon.

The client does not have a connecting message. The only thing that I can find different on the call, is that his ring back tone sounds different from the standard US Ring Back Tone. I can provide you with his phone number on a private message to respect his privacy. You can call it so you can listen to his ring back tone.

Again, if it's not much to ask, we could add his ring back tone to our database and make our system accept the ring back tone that RC is using for him.

Best regards.

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Brandon, Champion

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Well, if you can hear it, couldn't you record it yourself?  If you want to share the number with me I can listen and then try to see if I have the tone available in my account to select and download it, I guess.

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