Deleted Extension Still Rings

[Jim.Lloyd]

When I first set up my 3CX PBX, I had originally created default extensions (i.e. - 0000, 1000, 1001, etc.). It wasn't long before people were dialing past my IVRs directly to them. So, I created different numbers numbers that were more random and deleted those easily-guessed extensions. But...

My Windows computers still ring on one of the old numbers!

• The call log shows an outside caller going to the old extension which rings the replacement extension.
• The users are also running the 3CX softphone on their cell phones which has never had the old numbers, and do not ring.
• I am not seeing anything in my inbound rules or IVRs that would associate the two numbers or create a route.
• This only happens for inbound external calls. I cannot call the old extensions from another extension.

I am guessing that I must have missed or did something incorrectly in the software when I loaded the new extensions... Perhaps the old extensions are still registered with the software?
. But, that must mean that the extensions still exist on the PBX... somewhere... right? It is on the latest v18, upgraded from v16 before I made the extension deletes and new creations.

I am still digging around to see if I can find why this is happening before someone can point me in the correct direction. This one is a good learning experience, though! I am glad this is my personal PBX.

 

[VasilisV_3CX]

Hi @Jim.Lloyd,

If you run a call report, are you seeing the call show up? Who is it going to if the IVR was deleted?

 

[Jim.Lloyd]

Hi @Jim.Lloyd,

If you run a call report, are you seeing the call show up? Who is it going to if the IVR was deleted?

I am not yet running "Pro", so I am only seeing the "Call Log". I can see the call coming into the old extension:
- From: "Trunk">Ext.Old
- To: Ext.New

Since I created new extensions and deleted the old ones, the only association they would have is on the computers the old extensions were previously logged into... so I would presume.

While the old and new extensions still existed on the 3CX, I went through and manually changed all the inbound/outbound routes and IVRs to point to them. I deleted the old extensions last.

It is still strange to me that the 3CX would allow a deleted extension to ring through. Maybe, it is an association with the user name in a table somewhere...? I could see that the PBX is really dialing the new extension, but a table is pulling the old extension for the Call Log. Even then, the new cell phones should ring along with the computers.

It must be a really simple faux pa on my part. Perhaps, I'll bump across it, one day. If you have a suggestion for a place to look, I would appreciate it!

BTW: I am in California. Aligning our times when we are both awake will be a challenge.

 

[NickD_3CX]

Hi!

This is a really strange issue you are describing.

Since I created new extensions and deleted the old ones, the only association they would have is on the computers the old extensions were previously logged into... so I would presume.

If you have deleted the old Extensions on your 3CX Management Console, then even if there are clients with the old config, they will not be registering and because of this they would not be able to receive calls.

You say this only happens what External Numbers call into your system. Can you replicate it yourself when calling in?

 

[Jim.Lloyd]

Hi!

This is a really strange issue you are describing.


If you have deleted the old Extensions on your 3CX Management Console, then even if there are clients with the old config, they will not be registering and because of this they would not be able to receive calls.

You say this only happens what External Numbers call into your system. Can you replicate it yourself when calling in?

Nick, I have been otherwise preoccupied these last couple of weeks. I just logged in to see if anyone had replied.

I have not been able to recreate this issue. I have inbound rules to direct known numbers to the appropriate ring groups or the Digital Receptionist. The DR menu calls ring groups. None of the 4 ring groups have this extension showing. I have 4 extensions defined, none of them are the original extensions (i.e. - 1000, 1001, etc.). I had one number call in on 02/17 that has not called before, and it routed to 1001 which rang the PC associated with its replacement extension. Here is the edited (redacted) line from the call log:

02/17/2022 4:03:39 PM

This Person:"MySIP#">1001 (+1626xxxyyyy)

Rosemary Lloyd (NewExt)

00:00:50

I am also baffled how the PBX would even have an association with these numbers. My only thought is that I have a definition left, or that her computer still has the old extension in it.

Any ideas are welcome. I am not on a technical support plan... Trying to figure this out on my own. However, ...

 

[VasilisV_3CX]

Hi @Jim.Lloyd,

I'm afraid that without being able to replicate there isn't much we can check. It's something I've never seen before so would need to replicate and have logs if it does happen again.

 

[Jim.Lloyd]

Hi @Jim.Lloyd,

I'm afraid that without being able to replicate there isn't much we can check. It's something I've never seen before so would need to replicate and have logs if it does happen again.

I understand... I'll have to pull a number out of the inbound rules and use it to replicate. I never know who will actually push buttons and get through. I'll post if I happen to find something, but I was hoping you had something for me to look for. Thank you!

This PBX has been a fantastic deterrent for robo-callers, by the way! I see so many calls of less than 30 seconds from all over and across just about any time that drop in the logs... usually 11 or 12 seconds. Since I am at a residential/SOHO, I rarely get legitimate calls. This has been an incidental selling point for me. When my free license comes due, I am planning on upgrading to professional, to play with those features I currently don't have access to.

 

[Evolute IT]

I understand... I'll have to pull a number out of the inbound rules and use it to replicate. I never know who will actually push buttons and get through. I'll post if I happen to find something, but I was hoping you had something for me to look for. Thank you!

This PBX has been a fantastic deterrent for robo-callers, by the way! I see so many calls of less than 30 seconds from all over and across just about any time that drop in the logs... usually 11 or 12 seconds. Since I am at a residential/SOHO, I rarely get legitimate calls. This has been an incidental selling point for me. When my free license comes due, I am planning on upgrading to professional, to play with those features I currently don't have access to.

You can probably use the free upgrade to get the Pro or Enterprise for the remaining of your subscription.

Also, upgrading from free to paid doesn't need to wait the expiration (nor paid to paid for that matter.) Free licenses have no true expiration, so the date is just set to whenever you initially buy a year of paid licenses.

DM me if you want some more details.