Only solution is to switch to SIP trunks for faster call setup. Analog lines take that time to dial the 2nd number, Once the line is "flashed" its out of the hands of the system as far as MOH and/or ring back.
You have not mentioned what browser they are using, assuming its Edge, try this: Settings, System and Performance, Save resources with sleeping tabs. Turn this off.
Use PCPro or Putty to connect, in PCPro, tools, Debug terminal. (make sure 10-20-06 is programmed).
Maintenance Manual will list all the commands you can run. One is for trunks status.
In the past we have add issues with outgoing, incoming always worked.
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