Dual Ring Group - Destination Issue

[jusmax]

Good Day,

I am having trouble understanding an issue I found while setting up some ring groups for one of my clients. I have two ring groups A and B. These have the same four receptionists each, however they are ordered differently from one another. In RG A, Receptionist 1 is at the top of the group while RG B, Receptionist 4 is at the top of the group. It is set up this way because the DIDs are mapped based on the office location. DID for A, Receptionist 1, while DID for B maps to the location where Receptionist 4 is at.

The issue I am getting is that if no one answers the call mapped to RG A or RG B, based on the DID dialed, the Destination no Answer at the end of the hunt should go to the Voicemail for the RG. However this does not happen and it rings out with a "Busy Here" showing up on my phone. If I remove one of the RGs, the Dest no Ans response to group Voicemail works fine. Once I put back the second RG consisting of the same extensions of the first, just reordered, it rings out without being able to go to any other extension or Voicemail. Can someone explain to me what is happening. Thanks.

 

[Saqqara]

Please provide info on your setup - https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

What happens if you dial the ring groups numbers internally , does it go to voicemail ?

Have you checked the activity log to see the call flow

 

[jusmax]

Thank you for prompt reply. Sorry for the lack of information about the deployment:

• 3CX Version, Enterprise Annual 16.0.5.611
• Server OS,Debian ISO
• Is the 3CX Server Hosted and where? No, On premises
• IP Phone Make/Model/Firmware Fanvil IP Phones, current firmware
• Provisioning Method: Local
• Trunk Provider or Gateway Make/Model - Local provider on private network
• Has the Firewall Checker passed: NO, not the RTP ports, but these do not need to be
• Are custom Phone Templates being used: NO

The Ring Groups provide the desired result internally and goes to Voicemail. I just did another test and noticed that if I call from outside via the trunk and put the groups to Ring All, I am getting the Voicemail to come up, but as soon as I place them on Prioritized Hunt the issue comes back, only from dialing in.

The Activity Log only shows the 487 Request Terminated as expected during the Hunt.

 

[JohnS_3CX]

If its only from dialling in, perhaps the provider ring timeout is reached before the PBX timeout is reached.

You can run a capture and see if the provider ends the rigning on the trunk side first.

 

[jusmax]

Wow...I need to get some sleep. Thanks, it hadn't occurred to me until you said it and removing one of the members out of the group allowed for the Voicemail to be activated in time because of the shorter cycle. I can't believe I hadn't picked up on that.

 

[JohnS_3CX]

No worries, it happens to the best of us sometimes!