Blind Transfer to Extension Goes Directly to Extensions Voicemail.

[Evan Stanley]

i am chaisng down an issue that we have with bland transfers going to directly to VM instead of ringing the extension. The extension, while it's available, simply shows and Not Answered (See screenshot below) and then goes directly to Voicemail. There is no ringing on the caller side as well.



It should be noted that each site is setup with their own individual SBC's that route back to our hosted data center.

Let me know your thoughts please!

 

[cobaltit]

Are you sure you're doing a blind transfer and not a direct to VM transfer? How are the blind transfers done?

 

[Evan Stanley]

That's correct. We are doing Blind Transfers with Grandstream Handsets. Press Transfer Softkey --> enter Extension-->Press Transfer again.

This issue seems to be corrected by a host of different edits. It appears the winning troubleshoot was making sure that we had Accept Multiple Calls enable OR restarting services.

 

[ChrisC_3CX]

Provided that the extension to receive the transferred call is not busy, the call should go through and "Accept multiple calls" should not be required.

Is the extension available but you still get this behavior? If yes, could you provide the following information so that we get a better picture: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, have you made any modifications to the Parameters in Settings >> Parameters to allow multiple calls for Ring Group calls?

 

[Evan Stanley]

Ths behavior seems to have stopped with the changes i listed above. However, if that doesn't make sense (which i agree doesn't make much sense as to how that would fix) and there's other info you can find, i'd be appreciative. Here's the info below.

• 3CX Version: Professional Standard 16.0.9
• Server OS: Linux
• Is the 3CX Server Hosted and where?: Hosted Server in our Data Center
• IP Phone: Grandstream GXP2135 Version 1.0.11.35
• Provisioning Method: SBC
• Trunk Provider or Gateway Make/Model:
• Has the Firewall Checker passed: Yes
• Are custom Phone Templates being used: No
• Also, have you made any modifications to the Parameters in Settings >> Parameters to allow multiple calls for Ring Group calls?: No

 

[ChrisC_3CX]

It is rather strange that those changes would fix the issue. If it does happen again I'd recommend looking into it a bit more by enabling Verbose Logging on the PBX(Dashboard >> Activity Log >> Settings) and then having a look at the Activity Log. Do remember to use the "Filter" option above to make sure you are only looking at the affected call.

 

[Evan Stanley]

Will do. I appreciate your help!