Hello Eleanor,

This is for your "Audio while connecting." If this feature is off, our client will hear silence. But in reality, the phone on your end is ringing.

Click here for further troubleshooting steps.

Hi. I have the same problem as Eleanor. After clicking on Settings I don't see any tab that says Screening, Greeting, & Hold Music. So I can't get to Audio while connecting. Are the tabs changed or am I looking in the wrong place?

Hello, I need assitance with this please. I'm not sure why this started happening a short while ago, but when people ring my number there's no dial tone. I haven't changed any settings and I haven't found how to fix it yet. I need it to be at least like a phone-ringing kind of tone when people dial my ring central number because since they can't hear anything, all they hear is absolute silence, they just think it's a line that's dead or that doesn't work and it discourages them from keep trying and it has costs me a few clients that are very unhappy with this situation or they don't understand what's happening at all. The article's links are broken and also it's not applicable to my situation because I don't manage groups of people, I just use the RC app to have a "landline kind of phone" and be able to work abroad while clients don't know I'm abroad, so it's just for personal use. However, I don't have groups of clients, they are sporadic ones and I can't know the numbers they'll use to call me so it's not like I can have them already set up as contacts in my app. So, please, if somebody can look into this and help me fix it asap.

Hi @MacarenaPK, please submit a support ticket for them to check your settings and identify the cause of the problem. Log in and create a case at https://support.ringcentral.com/new-case.html.

@MacarenaPK 
sounds like the “Audio while connecting” is unchecked.
You need to make sure it is checked and then you can select “Ring Tones”, “Music” or “Custom” to play back to your callers. 

You can find “Audio while connecting” in the app > Settings > Phone > Incoming call rules > Incoming calls > Play music while connecting