Dropping incoming calls when line is in use (FXO Gateway)

[jpalm21]

Hi there and forgive me for any wording that may be incorrect. I'm a newbie to this and although I was able to get mostly everything set up, I'm having a few issues I am having. This one has to do with inbound calls coming in. I have a Raspberry Pi running 3CX and a Grandstream 8 port FXO gateway. My customer has a main line (3176) and 4 other PSTN lines. The problem I am having is that when the 3176 takes a call and is in use, if another call is to come in to 3176 it rings twice for the caller and then drops the call and goes back to a dial tone. I am lost as to how to get the incoming to route to one of the other FXO ports. Any help would be greatly appreciated.

Thanks

 

[cobaltit]

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Were these lines connected to a PBX before? What do you see in the logs in 3CX? Is hunting setup on that line?

 

[jpalm21]

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Were these lines connected to a PBX before? What do you see in the logs in 3CX? Is hunting setup on that line?

They were previously connected to an ancient Nortel PBX with Nortel phones. I don't think hunting is setup. I couldn't find anywhere between the 3CX settings and the Grandstream settings for a hunting option. as far as the logs, I'm not sure as I did not watch them as it happened but what I see a lot of is a 503 Service Unavailable errors.

Thank you for the quick reply

 

[cobaltit]

Hunting is typically a phone company setting. I think what is happening is the line has call waiting and that's hitting the Grandstream and it's not doing well with it. Honestly I can't remember the last time I setup FXO. @leejor might be able to shed some light but I'm thinking you need to have the phone company turn off call waiting, setup hunting if you do want more than one call to that number, or just move to VoIP ASAP.

 

[jpalm21]

I tried talking the owner into VOIP but he couldn't understand the concept. He's not technical at all and said that if he needs to add more lines he'd just call the phone company to add it. I thought from some of the searching I've done that I needed to call the phone company and have them turn hunting on since he has a total of 6 lines but one is dedicated fax and credit card so that's not even tied into the FXO.

I appreciate your quick response. I needed some confirmation that I wasn't missing something in the setup.

 

[JohnS_3CX]

A quick and dirty test, disconnect the FXO from the LAN and call the lines to see how they behave.

Then once the behavior is confirmed you can call the phone company and find out what setup they have for the 4 lines. If you switch them back to normal you can build ring groups or queues within 3CX

 

[jpalm21]

A quick and dirty test, disconnect the FXO from the LAN and call the lines to see how they behave.

Then once the behavior is confirmed you can call the phone company and find out what setup they have for the 4 lines. If you switch them back to normal you can build ring groups or queues within 3CX

So I spoke to the phone company and they already had 4 of 5 numbers set for rollover along with call waiting turned off. So it seems like the issue is either gateway configuration or 3CX setup.

 

[leejor]

If you have been given a pilot number, from your PSTN provider, then I'm going to assume that they have the lines set as a Hunt group. In some cases, additional hunt group lines are assigned a real telephone number, that can be called directly, but many times, to save using real numbers, they are given pseudo numbers, that cannot be dialled. In almost all cases, any outgoing calls, from any line, will send the main number, as caller ID. The term roll-over may be the same as a hunt group, or it could be, that call forward busy, has been assigned to each line and will ring one other number if engaged. That is the "cheap" way of doing it and is usually only employed when a customer has two, perhaps three lines

As @JohnS_3CX has suggested, get yourself some analogue sets, connect those to the lines, and see if he same issue occurs. If it does not, then there is s a problem with the gateway. Then plug the lines back into the gateway, but change the position to see if it is one particular port that is causing the problem.