No ringing in headset or interminittently getting ringing when dialing numbers

Paul Thomson 0

Hi Support,

We have been asked to find out why the phone ringing when making a call via the PTSN API is used to make a call is silent, they are using chrome browser, normally is works (rings like when making a call on a regular phone) but it seems to have stopped ringing even though the call may connect and ring on the actual mobile device, but the caller with the headset cannot hear it ringing and think its not working.

Do you have any idea why this might be?

The versions used are

"@azure/communication-calling": "^1.22.2",

"@azure/communication-common": "^2.3.0",

"@azure/communication-identity": "^1.3.0"

Thanks,

Paul

WEB

SnehaAgrawal-MSFT 21,346 Reputation points

2024-08-13T15:51:59.95+00:00

@Paul Thomson Thanks for asking question!

It's possible that the issue is related to the audio file being used for the ringtone. The audio file must be hosted in a location that is accessible to Azure Communication Services with support for authentication. Could you confirm that the audio file is accessible and in the correct format (WAV, mono, and 16 KHz sample rate)?

see- https://learn.microsoft.com/en-us/azure/communication-services/concepts/call-automation/play-action

Another possibility is that the issue is related to the browser settings. See if the browser is blocking the audio from playing? You can check the browser settings to ensure that audio is allowed and not muted. Troubleshoot audio issues in Chrome

If the issue persists, it might be helpful to check the logs for any errors or warnings related to the call. You can also try updating the SDK versions to the latest available versions to see if that resolves the issue.

Azure Communication SDK for JavaScript - latest

Let us know.
Paul Thomson 0 Reputation points

2024-08-13T16:45:25.41+00:00

Hi SnehaAgrawal-MSFT, Thanks for the reply but maybe you thought we meant something else, we did not have to do anything like that before when making calls from the website it used to have ringing in the callers headset when waiting for the recipient to answer, but it no longer does this, added a screenshot from the azure test area, calling an O2 number - is it possible different mobile providers react differently? what is the best way to make sure there is some form of ringing sound when the mobile that is being called is ringing waiting for the person to answer?

Thanks,

Paul
Paul Thomson 0 Reputation points

2024-08-13T16:50:12.3933333+00:00

Hi Sneha, There is no ringing in the headset when the "Ringing..." phase of the call (as shown in this screenshot from azure test call in the azure control panel" is happening - there used to be one and we did not have to do anything to make it happen, is it that different mobile networks react differently to azure calls?
Paul Thomson 0 Reputation points

2024-08-13T16:51:15.4433333+00:00

here is an image from the azure test call in control panel
SnehaAgrawal-MSFT 21,346 Reputation points

2024-08-19T06:29:40.9433333+00:00

@Paul Thomson Sure, thanks for clarification- Typically for PSTN the ringing (during early media state) is played by the carrier. Do you not hear ringing when calling the same number from an actual phone?
Paul Thomson 0 Reputation points

2024-08-19T09:21:19.3266667+00:00

@SnehaAgrawal-MSFT Was only ever talking about calling from the PSTN (Azure) number using the API to the mobile number and not the other way round - at no point in time was talking about calling PSTN (azure) number from mobile number.

I've found a workaround for this even though it used to play a ringing sound in the browser when calling via the API, can check for call state RINGING and play an mp3/wav file.

However the point was making is why does it not ring now as it used to make dialing noise without writing any code so could be new browser version releases created a breaking change?

Thanks,

Paul
SnehaAgrawal-MSFT 21,346 Reputation points

2024-08-20T13:29:17.6733333+00:00

@Paul Thomson Could you confirm if this is happening with just that number or is the caller experiencing it for all numbers, also, did the rest of the call audio work fine? trying to streamline the issue. If it's happening for all calls, can you check if you have allowed all of the browser permissions for mic & speakers.

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No ringing in headset or interminittently getting ringing when dialing numbers

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