2 different extensions are ringing at the sametime when a call is transferred to one extension

[5i3cxuser]

I have a 3cx setup and a customer has advised me that when someone calls him on his extension or trying to transfer an external call to his extension which let's say is 0097 when he receives the call it rings another user's extension as well which is very odd the extension being 1095, I have looked at the call logs and I cannot see the call ringing the second user this is odd behavior the users are in the same ring group but this shouldn't make a difference.


License : Professional Annual

Version 16.0.9

Any help appreciated



Many Thanks.

 

[JohnS_3CX]

Hi,

Check if 0097 has forwarded their calls to 1095. It looks like this is what happening here upon first glance.

 

[5i3cxuser]

thank you for responding,

I have just checked and can see that there is no forwarding to ext 1095 it is, however, forwarding external calls to a ring group after 20 seconds and internal calls are going straight to voicemail for that users extension 0097.

any other ideas?

 

[JohnS_3CX]

Then take a look at the ring group members (1095 might be in there) and also look at the "Destination if no answer" field down below.

 

[5i3cxuser]

I have just checked and the extension is not a member of the group and the destination if no answer for the ring group is the voicemail extension.

thanks so much for your help

 

[JohnS_3CX]

Just to be sure, check all the Statuses of 0097.

It could be that they switched to another status which follows different forwarding rules than the "Available" status does.

 

[5i3cxuser]

status of the user is set to available and logged in

 

[JohnS_3CX]

This leaves one thing: if the user has a deskphone somewhere, check the deskphone menus that it does not have forwards enabled.

You can unplug their phone, and try to call them again - if the strange forwarding goes away, you have the culprit!

 

[5i3cxuser]

the user does not have a desk phone that I can see on 3cx the only phone he has is the android app.

 

[JohnS_3CX]

.. and I forgot to also mention, check the Mobile field of the user 0097

If they entered 1095 as their mobile number, and they have the option "Forward to my mobile" or "Ring my mobile simultaneously" then 1095 will ring.

 

[5i3cxuser]

I have just checked and the mobile number field is empty.

 

[JohnS_3CX]

In this case, make use of your Activity Log.

You can set logging to Verbose, then make a call to the extension, and wait until 1095 rings.

Hang up, and then look at your logs, filtering for the last call made. This should reveal the path that led to 1095 ringing.

 

[JohnS_3CX]

There is also a small chance that 097 has something in their exceptions list, that would send the call to 1095 but they would not both ring in this case. Worth a mention though