Solved Call terminating on 2nd ring group

[PIT-Admin]

Hi, we have recently setup a new 3CX phone system. The main ring group is set for 10secs, then changes to the 2nd ring group (which has a 20sec ring time). This occurs as expected but only rings for 3 secs before terminating the call. Tried using mobile and landline numbers, same result.

08/05/2024 4:53:38 PM 04xxxxx1xxx RG Alternate (801) Unanswered 00:00:03 00:00:00 0.00 Terminated by 041xxxx1xxx
08/05/2024 4:53:27 PM 04xxxxx1xxx RG Main (800) Unanswered 00:00:11 00:00:00 0.00 No destinations, forwarded to RG Alternate (801)

Anyone know what is causing this?

 

[Guillaume Bourgeois]

Hi, we have recently setup a new 3CX phone system. The main ring group is set for 10secs, then changes to the 2nd ring group (which has a 20sec ring time). This occurs as expected but only rings for 3 secs before terminating the call. Tried using mobile and landline numbers, same result.

08/05/2024 4:53:38 PM 04xxxxx1xxx RG Alternate (801) Unanswered 00:00:03 00:00:00 0.00 Terminated by 041xxxx1xxx
08/05/2024 4:53:27 PM 04xxxxx1xxx RG Main (800) Unanswered 00:00:11 00:00:00 0.00 No destinations, forwarded to RG Alternate (801)

Anyone know what is causing this?

Hello,

Based on your trace, I calculate 10 seconds. I'm not certain I understand the details of your issue.

You mentioned that it only rings for 3 seconds before hanging up. Have you, by any chance, modified any global settings?

When you say “hangs up after 3 seconds”, is that after escalation?

Does any of the users , on RG 801 have the "ring my mobile simultaneously" feature enabled?

What should happen after RG 801? What is the next destination?

 

[PIT-Admin]

Hi Thanks for the reply.

• Have not modified any global settings.
• When you say “hangs up after 3 seconds”, is that after escalation?
  • The call is being terminated after 3 secs when it fails-over to the second ring group after the 10sec ring has completed
• Does any of the users , on RG 801 have the "ring my mobile simultaneously" feature enabled?
  • No this feature is not enabled, no users have mobile's added ( there is a mobile in the call after hours in the main ring group)
• What should happen after RG 801? What is the next destination?
  • RG 801 is set to ring for 20secs then fial-over to RG 802 which should ring for 20secs then end call

Here is a list of the structure

• Main ring group (VEN 800)
  • 101 (reception)
    • Ring time 10Secs
      • Destination if no answer = Alternate ring group (VEN 801)

• Alternate ring group (VEN 801)
  • 102 user
  • 103 Accounts
  • 104 Finance
    • Ring time 20secs
      • Destination if no answer = Others ring group (VEN 802)
        
• Others ring group (VEN 802)
  • 105 user
  • 106 user
  • 107 user
  • 108 user
  • 109 user
  • 110 user
  • 111 user
    • Ring time 20secs
      • Destination if no answer = End Call

 

[Guillaume Bourgeois]

Is there an IVR before group 800?

Can you temporarily replace it with an IVR instead of RG 801 just for testing?

 

[PIT-Admin]

Hey mate, thanks for the help, found the culprit, our trunk had a setting with call set to 15secs

 

[TheodorosG_3CX]

Good to know this is solved.