Baffling Extension Issue

[thames]

Hi there Folks

Just sold in a 3CX system to a client and the whole thing is working brilliantly except for one extension which will not ring. The call whether it's internal or external to that extension simply diverts immediately to voicemail. On looking at the verbose logs I'm seeing this:

07/04/2020 20:50:25 - L:13.1[Extn:950] forwards call from Extn:933 to VMail:200 based on rule Fwd[Available/Busy]

07/04/2020 20:50:25 - [Flow] Target endpoint for 933 is VMail:200

07/04/2020 20:50:25 - [Flow] Building VoiceMail target of endpoint 933 from "Support, TGIS" <sip:[email protected]:0>

07/04/2020 20:50:25 - L:13.1[Extn:950] failed to reach Extn:933, reason Busy

07/04/2020 20:50:25 - Leg L:13.1[Extn:950]: Refreshing OutCID from endpoint Extn:933 = [01189711933]

07/04/2020 20:50:25 - [CM503016]: Call(C:13): Attempt to reach <sip:[email protected]:5060> from Extn:950 has failed. Reason: Busy

07/04/2020 20:50:25 - Call(C:13): from L:13.1[Extn:950] has failed, because Extn:933 is in DND mode

07/04/2020 20:50:25 - Extn:933 is in DND mode

07/04/2020 20:50:25 - [Flow] Endpoint Extn:933 has no forwarding rule on reason 'All calls'

07/04/2020 20:50:25 - [Flow] Call(C:13): has built target endpoint: Extn:933 for call from L:13.1[Extn:950]

07/04/2020 20:50:25 - [Flow] Target endpoint for 933 is Extn:933

07/04/2020 20:50:25 - [Flow] Building target endpoint to 933 from "Support, TGIS" <sip:[email protected]:0>

Here's the rub. The phone is not set to DND. It is not busy. If I put another completely different phone on that extension and provision it, exactly the same thing happens with the new phone so it's not the phone. I don't understand the "Endpoint Extn:933 has no forwarding rule on reason 'All calls'" either. I've done Google searches but nothing really fits this issue exactly.

This doesn't happen to any of the other extensions in the office or mobile extensions. If this extension is used just with web client it still doesn't work.

If anyone has had this before I would dearly like to hear about it and would so appreciate the help with this - our first 3CX cloud-based sale.

Thanks in advance.
Chris

 

[hogan71088]

What model of phone and is the firmware up to date? What version of 3CX?

 

[leejor]

Have you tried enabling DND, then disabling? I would certainly appear to be a PBX status issue.

 

[thames]

@hogan71088 Thanks for the reply. The system is right up to date V16 and the phones are all Fanvil X6U. All other extensions are working a dream it's just this one extension 933 that is not.

@leejor Thanks as always for stepping in. I have tried that. I set up a new phone here in the office and have prodded the DND button several times to do and undo DND. It so far hasn't resolved the issue. I wonder if using a short code from the keypad would work better? (says he, trying to remember what the code is for DND lol)

Cheers
Chris

 

[hogan71088]

I've had Cisco phones stuck in DND before, factory reset always worked. In the webclient or mobile app, does the status say available?

 

[thames]

Hi again @hogan71088 and @leejor

Just did *32 and then set available again. Hasn't made a difference.

Cheers
Chris

 

[thames]

I've had Cisco phones stuck in DND before, factory reset always worked. In the webclient or mobile app, does the status say available?

I have factory reset the phone. In the web client the extension is listed as Available. I'll set up and provision an iPhone and see what that says, then will give you the feedback on that one.

Cheers
Chris

 

[AlexanderReichert]

deleting the extension and adding it again? that has helped me before in a similar situation .

 

[thames]

@AlexanderReichert Thanks, Alexander. I had thought of that earlier but wanted to leave it as a last resort. If nothing else works to get it right, I will indeed delete the extension and then add it from scratch again.

Cheers
Chris

 

[thames]

To: @hogan71088 @leejor @AlexanderReichert

Thanks to you all for your responses and attempts to help. It's really appreciated. The solution in the end was @AlexanderReichert's - Firstly I copied extension 933 to a blank extension space at 949. Then deleted the Fanvil X6U from 933 and went though the provisioning process. All worked fine and extension 949 answered perfectly. Then I copied extension 949 to the deleted space for 933 and went through the provisioning process with 933. Once that was completed and before I deleted 949 I tested the system. it worked perfectly! So I deleted 949 - all good!

I still have no idea what could have caused 933 to not work but am so pleased and grateful to you all for the help.

All the best
Chris

 

[AlexanderReichert]

happy to hear it is solved.