All Incoming Calls to an Extension are Busy, go to Voicemail its not busy or in DND! Help!

[PhoneNerd]

We have one extension on a client's system that has all incoming calls logging as busy and get sent to voicemail but it's not busy, status shows available, the phone is not in DND.

Worse yet, it's the main receptionist and destination for most external calls.

Outgoing calls work fine. External and Internal incoming calls all fail (busy).

I've restarted the phone, restarted SIP services, restarted the SBC. Logged in to the web client and verified available status. No luck.

I only restarted SIP services I have not rebooted the system. That is my plan for afterhours unless someone gives me a better idea.

This is an up to date Ver 18 install cloud hosted by 3cx with an onsite SBC running on a windows server.
Phone firmware is up to date.

So far *knock on wood* this is the only user with this issue.

As a work around I've created a new extension and forwarded calls to it. That is working but I need to fix the problem and be sure it doesn't happen anywhere else.

Any ideas would be very much appreciated.

 

[Evolute IT]

Could be another status, like Away or Available 2.

Check by going in the Console > Extensions > select the checkbox beside it > click "Status" and set it to Available (the first one.)

Make sure there's no forwarding rules or exceptions sending calls to voicemail.

 

[Evolute IT]

We have one extension on a client's system that has all incoming calls logging as busy and get sent to voicemail but it's not busy, status shows available, the phone is not in DND.

Worse yet, it's the main receptionist and destination for most external calls.

Outgoing calls work fine. External and Internal incoming calls all fail (busy).

I've restarted the phone, restarted SIP services, restarted the SBC. Logged in to the web client and verified available status. No luck.

I only restarted SIP services I have not rebooted the system. That is my plan for afterhours unless someone gives me a better idea.

This is an up to date Ver 18 install cloud hosted by 3cx with an onsite SBC running on a windows server.
Phone firmware is up to date.

So far *knock on wood* this is the only user with this issue.

As a work around I've created a new extension and forwarded calls to it. That is working but I need to fix the problem and be sure it doesn't happen anywhere else.

Any ideas would be very much appreciated.

By the way, V18 is Beta and not ready for production yet.

 

[leejor]

...and what does the 3CX Activity Log show when a call attempt is made?

 

[PhoneNerd]

Could be another status, like Away or Available 2.

Check by going in the Console > Extensions > select the checkbox beside it > click "Status" and set it to Available (the first one.)

Make sure there's no forwarding rules or exceptions sending calls to voicemail.

Yeah, it's none of the above. I've tried setting the status to available as you described as well, didn't help.
No rules.

I've now rebooted 3cx completely, no change.

Activity log shows call busy, sent to voicemail.

Phone shows as registered and seems to otherwise work fine.

 

[Evolute IT]

Yeah, it's none of the above. I've tried setting the status to available as you described as well, didn't help.
No rules.

I've now rebooted 3cx completely, no change.

Activity log shows call busy, sent to voicemail.

Phone shows as registered and seems to otherwise work fine.

Delete the extension and recreate it. That's the only way to know for sure.

 

[PhoneNerd]

Delete the extension and recreate it. That's the only way to know for sure.

Yeah that's where I'm at. I was trying to avoid that because as the receptionist, this user has an extension panel with 30+ BLF buttons programmed. I had hoped to find the cause to avoid recreating all of them.

My other concern is figuring out why this happened so it doesn't again. Hopefully it was just some sort of fluke that I don't have to deal with again.

I very much appreciate your time and assistance on this!

 

[SweetAction]

Yeah that's where I'm at. I was trying to avoid that because as the receptionist, this user has an extension panel with 30+ BLF buttons programmed. I had hoped to find the cause to avoid recreating all of them.

My other concern is figuring out why this happened so it doesn't again. Hopefully it was just some sort of fluke that I don't have to deal with again.

I very much appreciate your time and assistance on this!

You can copy the extension (and copy the BLF's). Then verify the issue doesn't happen with the new extension, assign it to the phones, etc. When happy, delete the old one and repeat if you want.