After upgrade to v16 - 2nd calls are going to voice mail

[chughrajiv]

Hi,

I just upgraded to v16 professional edition (from 15.5 free edition, everything was working perfectly fine with 15.5) on Windows Server 2008. I used the backup and restore feature to install v16.

We have 3 external phone lines connected through Patton Gateway and 3 phones (2 Cisco 525g, 1 yealink w60b). Each phone has 5 extensions setup (201 - 205) and we are using ring group to connect all phones (prioritized hunting). After 20 seconds, the call should go to voice mail.

Everything was working perfectly in v15,5 but after upgrading to v16, the first call rings all 3 phones, but every subsequent call rings the phone little bit and goes to voice mail directly.

Here is activity log captured for 2 calls. The 1st one is going through and 2nd one is going to voice mail.

I have attached the log file below.

 

[leejor]

12/05/2019 9:24:34 AM - L:27.1[Line:10000<<9051234567] forwards call from HuntGrp:800 to VMail:999 based on rule
12/05/2019 9:24:34 AM - [Flow] Target endpoint for 201 is VMail:999
12/05/2019 9:24:34 AM - L:27.1[Line:10000<<9051234567] failed to reach HuntGrp:800, reason Busy
12/05/2019 9:24:34 AM - Call to T:HuntGrp:800@[Dev:sip:[email protected]:5064,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5100] from L:27.1[Line:10000<<9051234567] failed, cause: Cause: 486 Busy Here/INVITE from 192.168.2.22:5064
12/05/2019 9:24:34 AM - [CM503003]: Call(C:27): Call to <sip:[email protected]:0> has failed; Cause: 486 Busy Here/INVITE from 192.168.2.22:5064
12/05/2019 9:24:34 AM - [CM503025]: Call(C:27): Calling T:HuntGrp:800@[Dev:sip:[email protected]:5064,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5100] for L:27.1[Line:10000<<9051234567]
12/05/2019 9:24:34 AM - [CM503025]: Call(C:27): Calling T:HuntGrp:800@[Dev:sip:[email protected]:5064,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5100] for L:27.1[Line:10000<<9051234567]
12/05/2019 9:24:34 AM - [CM503025]: Call(C:27): Calling T:HuntGrp:800@[Dev:sip:[email protected]:5064,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5100] for L:27.1[Line:10000<<9051234567]
12/05/2019 9:24:34 AM - [CM503027]: Call(C:27): From: Line:10000<<9051234567 ("John Doe" <sip:[email protected]:5060>) to T:HuntGrp:800@[Dev:sip:[email protected]:5064,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5100]
12/05/2019 9:24:34 AM - [CM503004]: Call(C:27): Route 5: from L:27.1[Line:10000<<9051234567] to T:HuntGrp:800@[Dev:sip:[email protected]:5064,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5100]
12/05/2019 9:24:34 AM - [Flow] Target endpoint for 205 is Extn:205
12/05/2019 9:24:34 AM - [CM503026]: Call(C:27): Route 4 to HuntGrp800[Ext.204] is not active (Busy/Not registered)
12/05/2019 9:24:34 AM - L:27.1[Line:10000<<9051234567] target's endpoint Extn:204 is Busy
12/05/2019 9:24:34 AM - [Flow] Target endpoint for 204 is Extn:204
12/05/2019 9:24:34 AM - [CM503026]: Call(C:27): Route 3 to HuntGrp800[] is not active (Busy/Not registered)
12/05/2019 9:24:34 AM - [Flow] Target endpoint for 203 is Extn:203
12/05/2019 9:24:34 AM - [CM503026]: Call(C:27): Route 2 to HuntGrp800[] is not active (Busy/Not registered)
12/05/2019 9:24:34 AM - [Flow] Target endpoint for 202 is Extn:202
12/05/2019 9:24:34 AM - [CM503026]: Call(C:27): Route 1 to HuntGrp800[] is not active (Busy/Not registered)
12/05/2019 9:24:34 AM - [Flow] Target endpoint for 201 is Extn:201
12/05/2019 9:24:34 AM - [Flow] Call(C:27): has built target endpoint: HuntGrp:800 for call from L:27.1[Line:10000<<9051234567]
12/05/2019 9:24:34 AM - [Flow] Target endpoint for 800 is HuntGrp:800
12/05/2019 9:24:34 AM - [CM503010]: Call(C:27): Making route(s) from Line:10000<<9051234567 to <sip:[email protected]:5060/UDP>

This is the bit from the log that matters. What it shows is that the extensions are seen as busy, or not regsitered. Are some extensions actually idle? Are these sets with multiple extensions (line keys) assigned and one line key is engaged? There has been an ongoing issue with allowing multiple, ring group calls, per set.

Have a read through this...
https://www.3cx.com/community/threads/ring-group-answer-multiple-calls.48689/
things may have changed in the upgrade16, or settings need to be verified again.

 

[chughrajiv]

Hi Leejor,

Thank you so much for your quick reply. This has been working perfectly fine in v15.5. I have exactly similar installation in our other store and even that was updated to v16.0. That store seems to be working fine.

It seems that when one line from the phone is picked up, it makes all lines busy. Not sure which setting is causing that and how to resolve it.

I will try to compare the two installations. Is there any way to easily compare these two installations.

 

[Alphabetic]

Does it work if you turn on "accept multiple calls" for EXTs?

 

[leejor]

In the link i posted, did you see the remaks regarding the use of ALLOWUSEBUSYOPTFORGROUP , and how it may relate to the issue you are having.

 

[chughrajiv]

We figured that one out of the 5 extensions (1st extension in hunt group) was causing this issue (couldn't figure out the reason as the config for this extension was exactly same as all other extensions), so we removed that extension from the ring group and now it's working fine. We needed only 3 extensions, so removing one is still ok for us. Will try to debug again to find the reason.

Thanks to both (leejor and kieferschild) of you for your kind help...

 

[cobaltit]

I would start by factory resetting the phone and provisioning from the template.

Also, it wasn't clear from your first post but if you installed v16 on the same server (Server 2008) not only is it unsupported by 3CX it is also nearing end of support from Microsoft:

https://www.3cx.com/docs/manual/

https://www.microsoft.com/en-us/cloud-platform/windows-server-2008