Call transfer goes directly to voicemail

Discussion in '3CX Phone System - General' started by servicenet_jef, Mar 11, 2015.

Thread Status:
Not open for further replies.
  1. servicenet_jef

    Joined:
    Dec 15, 2008
    Messages:
    5
    Likes Received:
    0
    Hi,

    We are running 3CX Phone system V12, and using the Gigaset N510 IP PRO.

    When an outside is connected to person A evertything goes well.
    The problem occurs when person A is internal atendant transfering the call to person B. They can hear eachother, but when the person A is actually transfering the call to person B the call is going directly to voicemail.

    The log file:
    11-Mar-2015 10:14:58.809 Leg L:736.3[Extn] is terminated: Cause: BYE from xxx.xxx.xxx.xxx:xxxx
    11-Mar-2015 10:14:58.578 [CM503007]: Call(C:736): VMail:999 has joined, contact <sip:999@127.0.0.1:40600>
    11-Mar-2015 10:14:58.570 L:736.5[VMail] has joined to L:736.2[Line:10000>>085XXXXXXX]
    11-Mar-2015 10:14:58.372 [CM503025]: Call(C:736): Calling T:VMail:999@[Dev:sip:999@127.0.0.1:40600;rinstance=3dd958014a3c158d] for L:736.2[Line:10000>>085XXXXXXX]
    11-Mar-2015 10:14:58.364 Leg L:736.4[Extn] is terminated: Cause: 486 Busy Here/INVITE from xxx.xxx.xxx.xxx:xxxx
    11-Mar-2015 10:14:58.361 [CM503005]: Call(C:736): Forwarding: T:VMail:999@[Dev:sip:999@127.0.0.1:40600;rinstance=3dd958014a3c158d]
    11-Mar-2015 10:14:58.361 L:736.2[Line:10000>>085XXXXXXX] forwards call from Extn:103 to VMail:999 based on rule Fwd[Available/Busy]
    11-Mar-2015 10:14:58.361 L:736.2[Line:10000>>085XXXXXXX] failed to reach Extn:103, reason Busy

    (the X's are numbers of course)

    Is there anyone who probably knows a solution to this?

    Thanks in advance,

    Kind regards,
    Remco Verbiest
    Servicenet ITF
    Terneuzen, The Netherlands.
     
  2. servicenet_jef

    Joined:
    Dec 15, 2008
    Messages:
    5
    Likes Received:
    0
    Hi Trifif,

    Thanks for your response.

    DND is turned of for 103.
    Person A is 113 and person B is 103.
    So 113 can reach 103, but when 085XXXXXXX is tranfering to 103 the phone is busy.

    regards,
    Remco Verbiest
     
  3. servicenet_jef

    Joined:
    Dec 15, 2008
    Messages:
    5
    Likes Received:
    0
    Internal calls are most of the time not the problem.
    External calls looks like they have there own mind sometimes.
    The one time the call transfer goes well, the other time the call transfer goes to voicemail.

    For the record; it's not only at those extentions, it's at random extentions, then from 111 to 102 and from 113 to 103.. You cannot find a straid line..

    It's a really hard problem, but i hope you can do something with this info.

    Regards,
    Remco verbiest
     
  4. servicenet_jef

    Joined:
    Dec 15, 2008
    Messages:
    5
    Likes Received:
    0
    Hi,

    Can anyone help me with this problem above?

    Thanks in advance!
     
  5. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    10,869
    Likes Received:
    304
    The big question is...why is the destination extension being perceived as busy. Is that a 3CX status "thing", or as a result if an invite sent to the set. You may want to make use of Wireshark for more information about what is actually happening (why the set is seen as busy). If it's indeed random, even if only random from outside calls, then it may be trickier to pinpoint the issue.
     
  6. tramsey

    Joined:
    Oct 15, 2014
    Messages:
    3
    Likes Received:
    0
    Was this every resolved? We are having the exact same issue. Rebooted 3cx during lunch, rebooted phone, DND is off, no queue.

    3CX v12

    EDIT adding logs:
    25-Mar-2015 11:35:08.713 L:3.1[Line:10000<<1XXXXXXXXX] forwards call from Extn:101 to VMail:999 based on rule Fwd[Available/Busy]
    25-Mar-2015 11:35:08.713 Leg L:3.2[Extn] is terminated: Cause: 486 Busy Here/INVITE from 192.168.1.106:5062
    25-Mar-2015 11:35:08.713 L:3.1[Line:10000<<1XXXXXXXXX] failed to reach Extn:101, reason Busy
    25-Mar-2015 11:35:08.713 Call to T:Extn:101@[Dev:sip:101@192.168.1.106:5062] from L:3.1[Line:10000<<1XXXXXXXXX] failed, cause: Cause: 486 Busy Here/INVITE from 192.168.1.106:5062
    25-Mar-2015 11:35:08.451 [CM503025]: Call(C:3): Calling T:Extn:101@[Dev:sip:101@192.168.1.106:5062] for L:3.1[Line:10000<<1XXXXXXXXX]
    25-Mar-2015 11:35:08.405 [CM503027]: Call(C:3): From: Line:10000<<1XXXXXXXXX("1XXXXXXXXX" <sip:1XXXXXXXXX@192.168.1.10:5060>) to T:Extn:101@[Dev:sip:101@192.168.1.106:5062]
    25-Mar-2015 11:35:08.405 [CM503004]: Call(C:3): Route 1: from L:3.1[Line:10000<<1XXXXXXXXX] to T:Extn:101@[Dev:sip:101@192.168.1.106:5062]
    25-Mar-2015 11:33:53.637 Leg L:1.2[Extn] is terminated: Cause: 486 Busy Here/INVITE from 192.168.1.106:5062
    25-Mar-2015 11:33:53.637 L:1.1[Line:10000<<1XXXXXXXXX] forwards call from Extn:101 to VMail:999 based on rule Fwd[Available/Busy]
    25-Mar-2015 11:33:53.637 L:1.1[Line:10000<<1XXXXXXXXX] failed to reach Extn:101, reason Busy
    25-Mar-2015 11:33:53.637 Call to T:Extn:101@[Dev:sip:101@192.168.1.106:5062] from L:1.1[Line:10000<<1XXXXXXXXX] failed, cause: Cause: 486 Busy Here/INVITE from 192.168.1.106:5062
    25-Mar-2015 11:33:53.541 [CM503025]: Call(C:1): Calling T:Extn:101@[Dev:sip:101@192.168.1.106:5062] for L:1.1[Line:10000<<1XXXXXXXXX]
    25-Mar-2015 11:33:53.522 [CM503027]: Call(C:1): From: Line:10000<<1XXXXXXXXX("1XXXXXXXXX" <sip:1XXXXXXXXX@192.168.1.10:5060>) to T:Extn:101@[Dev:sip:101@192.168.1.106:5062]
    25-Mar-2015 11:33:53.522 [CM503004]: Call(C:1): Route 1: from L:1.1[Line:10000<<1XXXXXXXXX] to T:Extn:101@[Dev:sip:101@192.168.1.106:5062]
    25-Mar-2015 11:33:09.893 [CM504001]: Endpoint Extn:101: new contact is registered. Contact(s): [sip:101@192.168.1.106:5062 / 101]
     
  7. tramsey

    Joined:
    Oct 15, 2014
    Messages:
    3
    Likes Received:
    0
    Update

    found that the problem was that DND was ON on the phone, even though it was showing as OFF on 3cx server (working remotely).

    Yealink T38 is the phone model, using SIP. And this was supposed to be the firmware that was compatible w/3cx! :S
     
  8. craigreilly

    craigreilly Well-Known Member

    Joined:
    Feb 1, 2012
    Messages:
    3,416
    Likes Received:
    277
    It is compatible - I find this happens when someone sets DND using the Phones DND button, but then unsets DND using * code or 3cx Phone for Windows/Mac/etc.

    This is a good reason for Yealink (and others) to allow the DND to work a little differently - like "do not affect the phone - dial a code only" option.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  9. Vali_3CX

    Vali_3CX Well-Known Member
    Staff Member 3CX Support

    Joined:
    Dec 12, 2008
    Messages:
    1,503
    Likes Received:
    69
    There is no problem, there is a common confusion: DND per device vs DND per extension.

    Device is physical, while extension is logical. The server can control extension's DND status and not devices', while a device can control its own DND status, but not extension's. Both of them has their own purpose - most common example:

    - you have two devices registered on the same extension, one in the kitchen and one in the bedroom. Assuming the extension's DND is on, an incoming call will ring both devices. You want to be able to answer the call, but you don't want the one in the bedroom to wake-up your kids. So, you set the bedroom's one to DND on, while the kitchen's one to DND off. If you don't want to be disturbed at all, with minimum effort, you will set extension's DND on, preserving unchanged devices' ones.

    Even more, an incoming call to an extension set to DND on will be "answered" as busy by the PBX, without reaching its devices. By the opposite, if the extension is DND off, the call will reach the device and this one will "answer" as busy if is set to DND on.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  10. tramsey

    Joined:
    Oct 15, 2014
    Messages:
    3
    Likes Received:
    0

    Ahhh, this makes perfect sense. Thank you!
     
  11. craigreilly

    craigreilly Well-Known Member

    Joined:
    Feb 1, 2012
    Messages:
    3,416
    Likes Received:
    277
    Vali - many devices can control extension DND Status these days,
    Yealink and Grandstream have the option to enter DND on * code and DND Off * code.
    So if someone turns it on using the Phone and then off using 3cx Phone for Windows- this often causes issues as well.
    If would be nice if somehow 3cx Phone for Windows could send a CTI Command or something to the phone to turn off DND.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  12. 3CXusername

    3CXusername New Member

    Joined:
    Jul 31, 2014
    Messages:
    183
    Likes Received:
    16
    I second Craig's request. It causes confusion for our end users. Ultimately turned into a training issue.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
Thread Status:
Not open for further replies.