Solved Calls Routed to Voicemail

[paoloLac]

Hi,

I have finally have our xml template to work but another issue came up. When doing some test calls to our trunk, the initial call triggers the integration flow. However, when I try to call the trunk again using the same number, the call is routed to the voicemail. I was wondering if anyone can point me where to look into this and configure it? As far as I remember, I haven't changed any call forwarding settings.

Thanks in advance

 

[YiannisH_3CX]

Hello @paoloLac

What provider are you using exactly and what integration? Check your active calls screen incase there is a stuck call which causes the next call to go to voicemail.

 

[paoloLac]

Hi @YiannisH_3CX . Thanks for the reply. We are using Telnyx. I reached out to them and they said they can see that calls are answered automatically. I checked call forwarding settings in 3CX Management console and calls are set to be routed to my extension. Not sure if I am missing anything. Everything was working fine in the past few days until yesterday. I don't remember changing any setting in 3CX.

Which section in 3CX management console should I look into? Thanks in advance!

 

[NickD_3CX]

First double-check your configuration of Telnyx from here: https://www.3cx.com/docs/telnyx-voip-provider/

After, you can switch on Verbose Logging from Dashboard --> Activity Log --> Settings, make a call, then check the activity log to try and determine what caused the call to go to VMail.

One thing though, the VMail you are getting connected to is a 3CX PRompt right? Just making sure the call is not being routed somewhere else.
While connected to Vmail, check the Dashboard that the "Calls in use" counter is +1.

 

[paoloLac]

Thanks @NickD_3CX . Good point to check if the Vmail is a 3CX prompt. I tried calling the main trunk and check the Number of Calls in use under the PBX status in the Management Console, and I don't see the counter updating. If this is not a 3CX prompt, is this something that I need to look into with Telnyx?

 

[NickD_3CX]

If you don't see the counter being updated 3-4 seconds after the call is connected, then the call is going somewhere but that is probably not your PBX.

We have seen cases where the same trunk is registered on more than 1 PBXs, and the calls are in fact being answered by the other syste. Have you forgotten the trunk configured on some other PBX?

You could always contact Telnyx however and ask them to which IP the calls are being sent to.

 

[paoloLac]

Thanks @NickD_3CX . I have a personal (Standard 1yr free trial) account where I had initially setup the Voip settings. However, we had been provisioned a Pro Trial version which is what I am currently using at the moment and with the same config and trunk number used. Is this possible that calls are routed to my personal account (3CX hosted)?

 

[NickD_3CX]

Is this possible that calls are routed to my personal account (3CX hosted)?

If you configured the same SIP trunk, then yes.

 

[paoloLac]

You were right, I disabled the SIP trunk in my 3CX hosted account and tested. Calls are coming through now. Thanks @NickD_3CX !