3cx calls not received

[Ely]

Hello all,
we've been receiving complaints about us not answering , while no number is showing in the queue or received and not answered. Outgoing calls are fine we are only facing the issues for the incoming calls. we did multiple restart but it didn't solve the issue, please note that our internet is stable.

Regards,

 

[VasilisV_3CX]

Hi @Ely,

Could you guys have maybe used Dial Codes to force your PBX out of office? If you check the PBX Dial Codes, is there anything filled in, in the Force 3CX Phone System to IN or OUT of office section?

If not, set something like *64 and then dial *640, it will force the system back to the default office hours.

 

[Ely]

Hello @VasilisV_3CX
Please note that we don't have such configuration & In and out side office hour.

Regards,

 

[VasilisV_3CX]

Hi @Ely,

If you dial *777 do you hear yourself? What about if you dial internally? Extension to extension, does the call complete?

Do other external calls come in direct to extensions?

Do NO Queue calls come in or only some?

How many channels does your SIP Trunk Provider grant you?

What do the reports say, do they show the calls coming in?

 

[Ely]

Hello @VasilisV_3CX
Here are our comments:
- If you dial *777 do you hear yourself? Yes
- What about if you dial internally? Yes we can dial normally
- Extension to extension, does the call complete? Yes it does
- Do other external calls come in direct to extensions? sometimes especially after restarting
- Do NO Queue calls come in or only some? sometimes especially after restarting
- What do the reports say, do they show the calls coming in? when the local is down we can see any calls although it would be ringing normally from the callers side.

Regards,

 

[VasilisV_3CX]

Hi @Ely,

Can you further clarify what you mean by "when the local is down we can see any calls although it would be ringing normally from the callers side."

Could you have registered the trunk on another PBX? If you click your SIP Trunk and select Re-register, then try again, does it work?

 

[leejor]

Have you confirmed, in the 3CX Activity Log, that the call is actually being presented to 3CX?