Calls ringing out

[Discovery87]

Morning

We have a client who have been setup on 3CX for 6 months now and had no complaints. All of a sudden they are reporting that they are getting lots of calls from clients saying they have been ringing all day and couldn't get through. My client assures me that the phones haven't been ringing that much and doesn't beleive they have missed any calls.

I have checked the activity log for the callers in question and I can see the calls coming in to 3CX and being routed as normal, yet they don't get answered. I am worried I have made a noob mistake somewhere in the config.

I am just looking for help in getting to the bottom of this and specifically if there is anywhere I can look in the system to check if all calls are actually making it to the phones(ringing) like the logs say they are.

Clients Setup

2 x Yealink W60B Dect stations 1 has 6 W56H handsets and the other has 2.
1 x Yealink T42S
1 x Rasp Pi SBC
3CX PBX hosted on AWS Lightsail

9 extensions in total. It appears the problem lies with a specific inbound rule / ring group.

Call to DDI 1 get routed to Ring Group 1 that includes 4 W56H DECT phones all on the same base station. However this client takes a high volume of calls all day long (they are a builders merchant. A couple of things I am unsure of:

1. If a caller comes in on DDI1 but it isn't answered straight away, then whilst it is ringing another caller comes in on the same DDI. What is the default behaviour of 3CX? I assumed the first caller will get answered first but then do the other phones in that ring group continue ringing for the 2nd caller?

2. I enabled medium logging to keep a closer eye on things and also enabled email notifications for trunk errors etc. What I found was occasionally an outbound call would fail because they are hitting their max available trunks. Is there any notifications I can turn on to monitor the same thing but for inbound calls? How do I tell if inbound calls are failing due to no available trunks? Or am I misunderstanding? does the trunk capacity only apply to outbound?

3. Is there a way for me to check and be 100% sure that the phones in the ring group have been ringing when the system activity logs say they were?

Thanks in advance for any help offered.

Ben

 

[Alphabetic]

When a call comes in to your ring group, all phones in that group are "busy" whilst theyre being called which means any new call will go to busy/no answer destination. Sounds like you need to be using queues.

You could turn on the email alert for reaching max license limit for simultaneous calls.

Trunk capacity is in and out. If you have more calls than your trunk capacity (defined by SIP Prov) then the call would never reach 3CX, that would be stopped at your SIP provider end.

Putting your 3CX in verbose logging will tell you if extensions are being alerted but it would be the phone logs you'd have to look at to see if they're actually ringing.

Simple test would be to ring your DDI once, leave it ringing and then call in again and see where that call goes.

 

[leejor]

What is the capacity of the base unit...how many simultaneous calls does it handle? A few quick searches, suggests it is eight. So...that should not be an issue. If you are seeing the calls in the log, then it is not a trunk capacity issue.