3CX and Localphone - Incoming Call issue

[Stephen Lee]

Hi all,

Would appreciate any suggestions for the following. Have set up 3CX with a Localphone account (UK VOIP provider) and can happily make incoming and outgoing calls.

Incoming calls are routed to extension 150. My issue is with incoming external calls not going to 3CX voicemail. It's set to go to voicemail after 15 seconds if unanswered but the incoming call just rings and rings before callers hear a series of pips and the call ends. (Internal calls work fine)

My log shows when someone calls, 3CX is actually receiving four concurrent calls when someone rings externally:

29/12/2017 08:49:15
Localphone:61425765787 (61425765787)
Stephen Lee (150)
Not Answered
29/12/2017 08:49:04
Localphone:61425765787 (61425765787)
Stephen Lee (150)
Not Answered
29/12/2017 08:48:52
Localphone:61425765787 (61425765787)
Stephen Lee (150)
Not Answered
29/12/2017 08:48:40
Localphone:61425765787 (61425765787)
Stephen Lee (150)
Not Answered

To the end user, it sounds like one long call with a ringing tone. Clearly we never hit the 15 second voicemail threshold because a new call comes in.

Have tried enabling/disabling "supports reinvite" and "supports replaces" in my SIP Trunk advanced settings but no joy.

Can anyone help? Many thanks......

 

[leejor]

If an internal call to the same extension routes correctly off to VM, then 3CX is working properly. I suspect that the provider is not allowing the call to ring long enough to reach the 15 seconds (the pips). It may be an incomplete set-up for voicemail with the provider. Check the 3CX activity log, it should confirm which end, ended the call.

Set the VM time-out, on the extension for 10 seconds, and see if that is enough time for the call to be forwarded correctly, it will confirm, at least, that an outside call will correctly forward. Try routing a call to another extension that has no voicemail, how long does the set ring?

In the end, you may have to speak with your provider.

 

[Stephen Lee]

Thanks Leejor for the suggestions!

Reducing the VM time to 10 secs results in two silent voicemails left on that extension (the first two of those concurrent incoming calls) and an error message from 3CX telling me I'm out of available trunks (which will be the third and fourth calls of the set because I only have 2 incoming calls in 3CX).

So 3CX works, it's a weird thing from Localphone. I'll check in with them to ask why they are sending me four calls not one!

Thanks again