Call Routing (Patton)

Discussion in '3CX Phone System - General' started by cfive, Dec 11, 2010.

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  1. cfive

    cfive Member

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    Hi,

    v9 SP4 and SP5.

    Extension belongs to ring group.
    Extension has call forwarding Exception configured (specific hours, or, Outside of business hours - tried both) to forward to external number.

    When the ring group receives a call, *anytime, not only during specific hours*:
    The ring group extensions get notified and start to ring.
    Once the extension with the exception rings, it transfers the call to the external number.

    The server activity log shows below:

    This ring group 801 has 2 extensions, 106 and 107 - 106 has the Exception configured. Does the call to extension 106 not look odd?

    17:18:22.669 [MS210007] C:32.3:Answer provided. Connection(by pass mode): 192.168.16.51:4872(4873)
    17:18:22.668 [MS210001] C:32.1:Answer received. RTP connection[unsecure]: 192.168.16.51:4872(4873)
    17:18:22.667 Remote SDP is set for legC:32.1
    17:18:22.614 [CM503003]: Call(32): Call to sip:107@192.168.16.50 has failed; Cause: 487 Request Cancelled; from IP:192.168.16.36:5060
    17:18:22.435 [CM503007]: Call(32): Device joined: sip:10001@192.168.16.51:5062
    17:18:22.433 [MS210006] C:32.1:Offer provided. Connection(by pass mode): 192.168.16.51:4874(4875)
    17:18:22.429 [MS210000] C:32.3:Offer received. RTP connection: 192.168.16.51:4874(4875)
    17:18:22.427 Remote SDP is set for legC:32.3
    17:18:22.427 [CM505002]: Gateway:[Patton1] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Patton SN4114 JO EUI 00A0BA051552 R5.4 2009-11-18 H323 SIP FXS FXO M5T SIP Stack/4.0.28.28] PBX contact: [sip:10001@192.168.16.50:5060]
    17:18:22.426 [CM503002]: Call(32): Alerting sip:10001@192.168.16.51:5062
    17:18:19.716 [CM505001]: Ext.107: Device info: Device Identified: [Man: Polycom;Mod: SoundPoint IP series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [PolycomSoundPointIP-SPIP_601-UA/3.1.3.0439] PBX contact: [sip:107@192.168.16.50:5060]
    17:18:19.716 [CM503002]: Call(32): Alerting sip:107@192.168.16.36:5060
    17:18:19.405 [CM503025]: Call(32): Calling RingAll801:1067297376@(Ln.10001@Patton1)107Ext.107@[Dev:sip:107@192.168.16.36:5060]
    17:18:19.395 [CM503025]: Call(32): Calling RingAll801:1067297376@(Ln.10001@Patton1)107Ext.107@[Dev:sip:10001@192.168.16.51:5062]
    17:18:19.353 [CM503004]: Call(32): Route 1: RingAll801:1067297376@(Ln.10001@Patton1)107Ext.107@[Dev:sip:10001@192.168.16.51:5062,Dev:sip:107@192.168.16.36:5060]
    17:18:19.336 [CM503010]: Making route(s) to <sip:801@127.0.0.1:5060>

    This makes the exceptions useless, because they kill the ring group.

    Thanks, Les.
     
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  2. nb

    nb Support Team
    Staff Member 3CX Support

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    Re: Call Routing

    yes - the ring group flow breaks because the Patton Answers the call immediately.

    So if the patton is not configured to answer the call immediately irrespective of whether the caller has answered the call or not, then the ring group flow will not break and the next agent (if available) will be targeted.

    The patton is acting similar to a digital receptionist - answering the call immediately not caring of whether the caller has pressed the answer button on his mobile or not. You have to change the behavior making the patton answer the call WHEN the caller has pressed answer on his mobile.

    Contact patton support to resolve this.
     
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  3. cfive

    cfive Member

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    Thanks for the explanation.
     
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  4. nb

    nb Support Team
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    if you post your running-config maybe I can point you to the right direction.
     
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  5. cfive

    cfive Member

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    Actually, this isn't a Patton configuration issue. And I didn't put (Patton) in the subject line, someone has edited that for me ;-).

    The bottom line here is that Exceptions set at the extension level do not work, or work properly, at least under some circumstances.

    I have an extension with forwarding rules with every status tab set to voicemail for the extension.
    I have an exception that says 'during out of office hours', forward to external number.
    This extension has 'custom office hours' - it's hours extend to 19:00 while the 'global office hours' end at 17:00.

    This extension belongs to a ring all ring group. When a call comes into the ring group between 17:00 and 19:00, the call is imediately forwarded to the external number. The patton is doing what 3cx is asking, but 3cx is not doing what I am asking ;-).

    The exception is not being honored. I can change the exception to "specific hours", and set the hours accordingly, but the behaviour doesn't change.

    So, this is the issue - Exception not working.

    I hope the explanation is understandable.
     
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  6. nb

    nb Support Team
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    You have to decide what you want to do exactly.
    Out of office hours are different than custom office hours.

    The extension at the moment has custom office hours. Those are for all operations.
    Exceptions are exceptions and therefore different.

    You have all hours, office hours and Out of office hours. These are global.
    But if you notice, specific and outside specific hours have a box near them in the exceptions page and are configurable. This means that there is no relation between custom extension office hours and Specific or Out of office. So you have to configure the rules for exceptions too.

    Just click on specific office hours, configure the time and thats it.
     
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  7. cfive

    cfive Member

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    I'll try and wrap my head around this ;-). I'm sure I've tried "specific hours" in the exception rule but had the same issue. I'll try it again.

    Or, I might consider eliminating ring groups and go with queues only. Right now the call routing is > ring group > timeout > queue > timeout.

    The problem I'm having is when the call is in the ring group. With a queue, there isn't an issue because the extension can be logged out of the queue and doesn't ring, therefore, would not forward the call at this stage.

    Thanks, Les.
     
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