calls to ring group don't go to VM

[Leon Zetekoff]

currently have one DID coming into a RG and that rings three extensions. The call is coming in from my old PBX (temporarily till I get everything migrated). The extensions ring but if someone REJECTS the call it goes to the VM of a cell phone (which is ext 701s cell #). Instead of the 709 which is defined in the RG.

If he doesnt reject the call on timeout the call reverts back to the IVR on the old PBX.

if I dial in from a random phone to the New PBX and it times out it goes to that same VM 701s cell phone,

I am stumped :-(

Thanks leon

RG 800
709 701 715
timeout --> 709 VM

cell phones defines on 701 and 715 not on 709 since its in the UK

 

[Leon Zetekoff]

as an FYI my friend and colleague has a paid 3cx and has the same issues I am having with inbound and outbound. Maybe we should open a ticket?

thanks leon

 

[leejor]

Even though this post is old https://www.3cx.com/community/threads/only-able-to-accept-a-single-call-via-a-ring-group.19500/ ( i tried to find a more recent one), it does offer a solution used by others, that you might try. However....the use of the option (ALLOWUSEBUSYOPTFORGROUP) is not recommended as it can cause other issues.

 

[YiannisH_3CX]

why won't 715 ring from 800 if I dial 800 from 715? all extensions are set for multiple calls.
this is something I can do on asterisk.

Please note that the Accept multiple Calls option does not apply for ring groups or queues. It is only for direct calls to extensions.

 

[YiannisH_3CX]

as an FYI my friend and colleague has a paid 3cx and has the same issues I am having with inbound and outbound. Maybe we should open a ticket?

If you have the ability to open a ticket please do so but i would urge you to read the support procedures before you do so.
https://www.3cx.com/ordering/

 

[Leon Zetekoff]

Hi there....that's inconsistent then :-(

Leon

 

[Leon Zetekoff]

If you have the ability to open a ticket please do so but i would urge you to read the support procedures before you do so.
https://www.3cx.com/ordering/

We are a reseller...Leon

 

[Leon Zetekoff]

ok just spent a few hours debugging this with voip.ms
first they were seeing the pbx request authentication on INBOUND calls. I had user/pass or IP address setup. So I deleted the trunk and built it again. ALso I had a trunk for tollfree outbound which I had the same DID on it so I removed it. (I do not see how to create an outbound trunk WITHOUT any authentication, if you can show me that would be great)

so back to the inbound.
call comes into trunk --> RG800 (rungs 701, 709 and 715).
I DECLINE it on 715. It goes to VM (I presume 709 since it had an english accent as I put the pbx with UK prompts)
so a decline on any extension needs to keep the other extensions ringing until a timeout, answer or whatever..

suggestions? thanks leon

 

[leejor]

I DECLINE it on 715. It goes to VM (I presume 709 since it had an english accent as I put the pbx with UK prompts)

Never presume anything. Confirm in the Activity log, or record a customized greeting for 709 to be sure.

 

[YiannisH_3CX]

ok just spent a few hours debugging this with voip.ms
first they were seeing the pbx request authentication on INBOUND calls. I had user/pass or IP address setup. So I deleted the trunk and built it again. ALso I had a trunk for tollfree outbound which I had the same DID on it so I removed it. (I do not see how to create an outbound trunk WITHOUT any authentication, if you can show me that would be great)

The fact that the PBX was requesting authentication for inbound calls confirms that there is a source identification issue with the trunk. Did the issue go away once removed the DID from the second trunk?

call comes into trunk --> RG800 (rungs 701, 709 and 715).
I DECLINE it on 715. It goes to VM (I presume 709 since it had an english accent as I put the pbx with UK prompts)
so a decline on any extension needs to keep the other extensions ringing until a timeout, answer or whatever..

As leejor mentioned confirm the destination of the call. Also what is the polling strategy of the Ring Group? What is the destination if no Answer of the ring group?
What devices are the members using? I am asking as i am trying to replicate the issue but i am not having any success at the moment.

 

[Leon Zetekoff]

take 2 -- hi there...this is a test pbx being migrated manually from freepbx. I had to get something working for someone who works for the rabbi in the UK. There are currently three extensions

701 - client (Mac or iPhone not sure what they installed)
709 - iphone client
715 - Win clien, Android clientt, GS WP800
7xx - client TBD

800 - Ring group
709 701 715

Inbound route --> RG 800

destination of RG800 is 709 VM on timeout

what do you mean by polling strategy?
yes when I removed the tollfree trunk then it looks like that cleared up that one issue.

Leon

 

[Leon Zetekoff]

Never presume anything. Confirm in the Activity log, or record a customized greeting for 709 to be sure.

It didn't come to 715 VM as I have no pending messages.

 

[Leon Zetekoff]

hi there...any updates for me? Thanks leon

 

[leejor]

Did you look over the 3CX Activity Log of the call to see where is did go (3CX mailbox, providers voicemail service?), and why? There may be an issue with how long the call goes unanswered on 3CX and the time before the call defaults to the unanswered route you have set with your provider. Most (commercial users) will avoid timed routing and will only have the provider use a back up route if the PBX has not/is not, registered,

 

[Leon Zetekoff]

GM you did not read up above; when I rebuilt the trunk and removed my tollfree trunk then the timeout or decline goes to the VM programmed into the RG. The DECLINE, as mentioned here and in https://www.3cx.com/community/threads/simultaneous-ring-to-another-extension-vip-assistants.52427/ should remove that device from ringing not force it to VM

 

[YiannisH_3CX]

what do you mean by polling strategy?

I mean is the Ring Group set to ring all or prioritised hunt?

 

[Leon Zetekoff]

Hi there...ah yes sorry RING ALL.

Thanks leon

 

[YiannisH_3CX]

Where are you rejecting the call from? Are you using a mobile client with Push enabled?

 

[Leon Zetekoff]

GM rejecting from mobile client or windows client yes push is enabled

thanks leon

 

[YiannisH_3CX]

GM rejecting from mobile client or windows client yes push is enabled

I have only managed to replicate this only if a call is rejected from a mobile device notified by Push. I have not been able to replicate the issue from a 3CX client, an IP phone or a registered mobile client.
I would recommend creating a ticket regarding this with our support department as they will need to go through the PBX logs to see what is causing this behaviour.

 

[Leon Zetekoff]

OK thanks as soon as I can get some time I will try and make sure I can duplicate it now and report back thanks