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Virtual Office Configuration Manager: Caller hears silence when calling into a ring group
8x8 Support Knowledge Base

Virtual Office Configuration Manager: Caller hears silence when calling into a ring group

Symptom

Incoming callers are hearing silence instead of the standard ringback when calling into a Virtual Office Configuration Manager ring group. 

Resolution

  1. Login to Configuration Manager
  2. Under Work Groups, click Ring Groups
  3. Click the 3 dots on the right of the Ring Group that is having the issue and click edit
    ring back CM 3.jpg
  4. Click Change
    ring back CM 4.jpg
  5. Download the default 8x8 ringback file here: ringBackTone.au
  6. Click Upload and audio file.
  7. Drag and drop the downloaded file into the circle.
    ring back CM 5.jpg
  8. On the next page, click Select next to the file you want to use.
    ring back CM 6.jpg
  9. Click Save at the bottom of the page.
  10. Place a test call to your ring group to confirm that you are hearing the default ringback tone.

Why is this happening?

When you delete your custom ring back from the ring group, the system does not default back to the default ring back tone. This is a due to a bug in the current version of CM. We currently do no have an ETA on when the fix will be released to customers. For now, please use the workaround provided in this article.