I want keep incoming calls on hook so the calling party does not see the call off hook until it is answered by a person or by voicemail. Right now, any incoming call immediately goes off hook from the calling party’s point of view. This interferes with automated messages like xMatters or conference call instructions on how to join the meeting, to the point that they are unusable.
This is not about ringback tones, it happens even on extensions that have “Play music while connecting” turned off.
I want to make sure I understand the question - are you asking about the following scenario.
Expected behavior:
Some system(xMatters) is calling one of your numbers.
Once you answer the call, the system will play an automated message and disconnect the call.
The automated message is usually something short like 20-30 seconds maybe.
What actually happens:
System is calling one of your numbers.
Let’s say it takes 15 seconds for you to pick up the call.
once you pick up - you hear just the end of the automated message, the last 5-10 seconds of it.
How to fix it:
Contact Support and ask them to enable the feature “Disable auto answering” on the backend for your account.
As far as I know this fix only works if 2 requirements are met:
1. the number xMatters is calling needs to be associated with the license of a user extension (not sure if you understand what I mean, let me know if this needs clarifying)
2. the Number Type needs to be set to “Voice only” as opposed to “Voice and Fax”
In other words it will not work in the following cases:
xMatters is calling a number that is an ALN (Additional Local Number) Examples of ALNs are
- additional numbers assigned to users
- numbers assigned to call queues
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