Call isn’t coming back to extension after it initially rings

[KFlynn]

3CX Version: Enterprise Annual 18.0 (Build 450)
Server OS: Microsoft Windows Server 2016 Standard
Is the 3CX Server Hosted and where? On-premises
IP Phone Make/Model/Firmware version: Yealink T57W v96.86.0.45
Provisioning Method: SBC
Trunk Provider: Connexus
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

This is on a client phone system - there are (2) phones in the hunt group, extensions 111 and 112. Customer is complaining that calls that come back through do not ring again on extension 111, but they do on extension 112. Looking at the phones and setup for them, everything appears to be correct, and both phones are setup the same with the exception of the extensions listed in the BLF lists. The only thing I see in the logs for the extension is this:



I'm happy to provide any other information that might be helpful in troubleshooting this issue. Thanks in advance for your input/ideas/suggestions!

 

[Alphabetic]

Can you tell us exactly how your calls flow?

 

[leejor]

To expand on the above question....are you sending the ring group calls, to a second ring group, consisting of the same members, if unanswered?

 

[KFlynn]

Thanks for the responses. To answer both of your questions, this is how the call flow is setup:

Inbound calls come to group 800, which consists of a RingAll group (extensions 111/112)
- Call goes to Digital Receptionist and an intro.wav is played
- After intro, call goes to Queue (Group 804)
- Group 804 is a Ring All group for 111/112 that will ring for 30 seconds
- If no answer, calls are routed back to the Digital Receptionist to Group 803, which plays
a "Busy" message, which gives them the option to leave a voicemail before routing them back
to Group 804.

 

[leejor]

- After intro, call goes to Queue (Group 804)
- Group 804 is a Ring All group for 111/112 that will ring for 30 seconds

Do you mean a queue, or a second ring group? Is it at this point where is does not ring Ext 111? Does this work correctly if called from an extension (not an external caller)?

 

[KFlynn]

Do you mean a queue, or a second ring group? Is it at this point where is does not ring Ext 111? Does this work correctly if called from an extension (not an external caller)?

The calls go through to the call queue (804). It will ring initially on 111, but if they don't pick up and it goes to 803, which plays the "Busy" message, it doesn't ring 111 again when it goes back to the 804 queue.

 

[Alphabetic]

What is the wrap up time you've set for 111?

 

[KFlynn]

I'm familiar with the term, but I don't see anything that mentions 'wrap up time' in the interface. The 804 queue has a ring time of 30 seconds before it is passed to the Digital Receptionist, which then gives them a few seconds to transfer to voicemail before passing them back to the 804 ring queue, which should ring both extensions.

 

[jcostlow]

The wrap up time is on the advanced tab when editing the call queue.

 

[KFlynn]

The wrap up time is on the advanced tab when editing the call queue.

Thanks for that. The Wrap-up time is set to 2 seconds.