Solved 3CX Cloud 2nd DID not ringing proper extension

[CoderB]

I have set up my main number and it works fine. I added a 2nd DID, and I have issues. I can use SMS form it just fine, it works exactly as it should. I can call OUT from the extension with the proper Caller ID being shown with the correct number.

I am using VoIP.ms as my DID provider for both numbers, and the 2nd number IS already set as a secondary account, and IS registering properly in the web client, and phone app. The user can log in, and send and receive text messages internally, and externally. They can make internal calls only.

The only thing that is not working is when someone calls in to that specific DID. The main extension rings and then will go to the voicemail of the main extension. The DID is assigned to that extension and only that extension. I have tried many things from the forums, but nothing is helping at all. The main number works exactly as it should and does not ring the 2nd number. Please, can someone tell me what I am doing wrong?

 

[SteveITS]

Usually means the number they send isn’t matching. Raise log verbosity and it will show details for the call routing, or use a wildcard like *307…

 

[CoderB]

Usually means the number they send isn’t matching. Raise log verbosity and it will show details for the call routing, or use a wildcard like *307…

How do I raise the log verbosity? I don't see that anywhere in the event log section

 

[SteveITS]

The Activity log: https://www.3cx.com/docs/collecting-logs-for-3cx-support/

 

[CoderB]

Still don't see 'Activity Log' or settings. Clicking "Load More" brings me to the Event Log, which also does not have any settings or Activity Log.

 

[SteveITS]

Didn't catch this was on SMB; it may not be available?


...so try using the * for the first few digits/characters and see if it matches then.

 

[CoderB]

It was the configuration on the VoIP.ms side. I thought I had it right, but their Tech support helped me fix it. The number was supposed to be in a sub-account, and I missed one part of the configuration. We had other issues after that, but this was not a 3CX problem.