Calls going to voicemail and still being answered

[Doberman_Tech]

Guys,
We are seeing a issue with a client that when a call comes in it rings through their call ques and when an end user answers the phone it dumps the caller to voicemail. Where this gets really odd is if the person who answers the phone stays on they can hear the caller, they hear the voicemail and the caller hears both as well. The voicemail will then record the entire conversation. Not really sure where to go from here on this one.

 

[cobaltit]

More details would help (3CX version, handset model/firmware version, dialtone source).

 

[Doberman_Tech]

They are on version 15.5 using Yealink T46G 28.83.0.55. The have a Nexvortex SIP trunk. The weird part is the fact that the call can be picked up but essentially finish the call flow the whole time the call is active.

 

[cobaltit]

I'd try playing with the 'Supports Re-invites' and 'Supports Replaces' options on the trunk or the extension.

 

[YiannisH_3CX]

Hello @Doberman_Tech

This sounds very weird indeed. Is the call recorded in the voicemail box of the extension that picked up the call? Is the phone provisioned with the default 3CX template? Also can you replicate the issue with a local call?
Is the trunk registered on another system or is there another system active on premise?