Calling an extension with 'Ring my mobile simultaneously' checked from another extension results in a do not disturb message

[Phm]

Hello all,

I experience a strange problem from a couple of weeks on a system where users want to have their mobile ringing simultaneously. The system is running V18 Build 35.

The scenario is as following:
- calling the extension through an external line using the DID is ok, the fixed phone (Yealink) and the mobile are both ringing,
- calling the same extension from another extension results in a message stating that the user doesn't want to answer call at the moment,
- disabling 'Ring my mobile simultaneously' solved the problem although it's not the users want.

Has anyone experienced such a problem and is there any solution?

I know that I have to upgrade but I'm not in charge of the DNS server which prevents me to make so far the adjustments needed by the V20. Thank you for any help.

 

[Alphabetic]

Have you looked at the call log to see whats happening?

 

[Phm]

Thank you for the suggestion. Alas there are not such details in the call log. I tried also to look at the logs without any clue on what is going on. Next step will be probably Wireshark.

 

[NicholasP_3CX]

results in a message stating that the user doesn't want to answer call at the moment,

Whats the message specifically> This could be a message from the mobile carrier because the user on the other side rejected the call. We dont have any message like that.

 

[Phm]

It's what I think. I'm not sure because if I call the extension with the 'Ring my mobile ...' checked I get the message which seems to be the message of the provider. If I call the mobile directly, no message and the call goes through without a hitch. So it seems we could have a problem whith the trunk provider and the signaling of the 3CX instance to it. There is no other possible explanation in my opinion.

 

[Phm]

The message is 'this subscriber does not want to be disturbed at the moment'. It's my translation of it but it's the idea.

 

[NicholasP_3CX]

With Ring Mobile it could have something to do with the Caller ID being sent. They might have filters on their account for certain numbers.

 

[SteveITS]

@Phm Try using a different mobile number. We had a client once where they did not realize they blocked a number.