No ring tone for outside callers on inbound calls

[NickW]

Over the past few months we have had several clients complain that when they call us they hear one ring tone and then it clicks over to a subtle white noise with no further ring tone. After some testing we discovered that we are still receiving the call on our end even though the caller can't hear anything. We are using Zoom Pro with Polycom desk phones as well as the apps on our phones and laptops. Any ideas what is going on?

[Eliot]

hi nickw,

Traditionally, the callee’s provider is supposed to generate the ring tones that the caller hears.  If your clients do not hear the ring tones when they call you, the problem will normally be with your phone service.  Since this involves calls coming into zoom phone, I suggest you open a ticket with zoom support.  Please provide support with as much detail as possible such as telephone number making the call, zoom telephone number receiving the call, date and time.

for more details on how this works, please see internet engineering task force (ietf) request for comments (rfc) 3960,  Early Media and Ringing Tone Generation in the Session Initiation Protocol (SIP), section 3.2 Ringing Tone Generation.

RFC 3960: Early Media and Ringing Tone Generation in the Session Initiation Protocol (SIP) (rfc-edit...

thanks,  eliot