Solved Extension falsely behaves as DND - all calls divert to voicemail - but it is set to Available

[Foiler]

Fanvil X210 phone with firmware 2.2.13, sited remotely, connecting to our local (not cloud) 3CX PBX running version 16 on Debian Linux - 3CX app running iOS.

We did resolve this issue today, by deleting and re-creating the extension, and freshly configuring the desk phone - everything works fine now. Also we are not seeing this behaviour on other extensions, but this one extension is the only one which is not on the LAN. ie it is connecting remotely using STUN



The issue was ...
One extension always diverted to Voicemail. The status of the extension shows as available with the 3CX app on an iPhone, and can be toggled on and off DND with either the deskphone or the mobile app, but always both internal and external calls divert to voicemail. Oddly the status of the extension when viewed on an Androd app showed as both .. ie "Available, DND".

The Desk Phone is a Fanvil X3U and inspection of the web interface to that shows it was not set to DND. And I thoroughly checked the forwarding rules in the extension setup on the 3CX.

As a test, the Desk Phone and the Soft Phone were both separately factory-reset/uninstalled to see if one or other device/app was causing the false DND. The false DND behavior persisted in both cases, so from that I assume this was a 3CX issue of some sort.

Any ideas on this one?




Here is a sample of the Activity Log ..

03/26/2021 7:29:32 AM - L:14.1[Line:10000<<09***02] forwards call from Extn:711 to VMail:999 based on rule Fwd[Available/Busy]

03/26/2021 7:29:32 AM - L:14.1[Line:10000<<09***02] failed to reach Extn:711, reason Busy

03/26/2021 7:29:32 AM - Call(C:14): from L:14.1[Line:10000<<09***02] has failed, because Extn:711 is in DND mode

03/26/2021 7:29:32 AM - Extn:711 is in DND mode

03/26/2021 7:29:32 AM - [Flow] Call(C:14): has built target endpoint: Extn:711 for call from L:14.1[Line:10000<<09***02]

03/26/2021 7:29:32 AM - [Flow] Target endpoint for 711 is Extn:711

 

[cobaltit]

You said you inspected the forwarding rules but clearly the forwarding rule itself was working as expected. Did you check the extension status in the management console? Also, sometimes toggling the status via dial code helps. But otherwise deleting the extension and reinstalling is the correct way to fix it.

 

[Charles_3CX]

If you provision another extension to a 3cx app for windows and check the switchboard for the status of Ext711 what icon shown for ext 711? is it RED with a White line through it? This means that the global DND has been enabled by the user on EXT 711 dialing *61, if this is the case then ask them to dial *60 to disable the global DND on the extension.

 

[Foiler]

Thank you Charles .. that is probably exactly the case .. didn't notice the white line before re-creating the extension, but a week ago I was testing the *61 *60 feature which to me didn't seem to work so I possibly left it in the *61 state.

Is there any other access to toggle or to view this status, eg from the 3CX management portal?

 

[Charles_3CX]

No, I'm afraid not, it's only via the dial code.