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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: https://en.wikipedia.org/wiki/File:US_ringback_tone.ogg
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.