Solved Extension "stuck to voicemail" in "available" status

[Manuskysurfeur]

Hello 3CX team,

We have a problem with an extension on our test environment (v18 BETA hotfixed).
The extension's transfer rules have never been changed and this extension is connected and is in "available" status.
All calls we make to this extension are going go to the extension's voicemail, so the user cannot pick up when the user receive a call....

This is the second time we have encountered this problem with an extension 'stuck to voicemail'.
Disconnect and reconnect the extension, change the status and restart the 3CX server don't resolve the problem.

Do you have an idea in order to resolve the issue without delete and recreate the extension ?

Thanks for all work you are doing for v18.

Best regards,

 

[Manuskysurfeur]

Please, find the log when I tried to call the extension 10005 which is stuck to voicemail.

28/07/2021 14:40:01 - Leg L:24.1[Extn:63600] is terminated: Cause: BYE from local

28/07/2021 14:39:57 - [CM503007]: Call(C:24): Extn:63600 has joined, contact <sip:[email protected]:5063/UDP>

28/07/2021 14:39:57 - [CM503007]: Call(C:24): VMail:99999 has joined, contact <sip:[email protected]:5483/UDP>

28/07/2021 14:39:57 - L:24.2[VMail:99999] has joined to L:24.1[Extn:63600]

28/07/2021 14:39:57 - [CM505001]: Endpoint VMail:99999: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX Voice Mail Menu] PBX contact: [sip:[email protected]:5060]

28/07/2021 14:39:57 - [CM503002]: Call(C:24): Alerting VMail:99999 by contact <sip:[email protected]:5483/UDP>

28/07/2021 14:39:57 - [CM503025]: Call(C:24): Calling T:VMail:99999@[Dev:sip:[email protected]:5483;rinstance=70e79886b168a7bb] for L:24.1[Extn:63600]

28/07/2021 14:39:57 - [CM503005]: Call(C:24): Forwarding: T:VMail:99999@[Dev:sip:[email protected]:5483;rinstance=70e79886b168a7bb]

28/07/2021 14:39:57 - L:24.1[Extn:63600] forwards call from Extn:10005 to VMail:99999 based on rule Fwd[Available/Busy]

28/07/2021 14:39:57 - [Flow] Target endpoint for 10005 is VMail:99999

28/07/2021 14:39:57 - [Flow] No office hours set, office hours assumed

28/07/2021 14:39:57 - L:24.1[Extn:63600] failed to reach Extn:10005, reason Busy

28/07/2021 14:39:57 - Call(C:24): from L:24.1[Extn:63600] has failed, because Extn:10005 is in DND mode

28/07/2021 14:39:57 - Extn:10005 is in DND mode

28/07/2021 14:39:57 - [Flow] No office hours set, office hours assumed

28/07/2021 14:39:57 - [Flow] Call(C:24): has built target endpoint: Extn:10005 for call from L:24.1[Extn:63600]

28/07/2021 14:39:57 - [Flow] Target endpoint for 10005 is Extn:10005

28/07/2021 14:39:57 - [CM503010]: Call(C:24): Making route(s) from Extn:63600 to <sip:[email protected]:5060/UDP>

On the log, we can see "Extn:10005 is in DND mode" but, in fact, the status is set to "available"....

I don't know where is the problem ..

Regards,

 

[VasilisV_3CX]

Hi @Manuskysurfeur,

If this only happens on that specific extension, try dialing *60. See if that works and let me know if the extension goes back to DND again. If not, it may have been accidentally dialed *61 previously.

 

[Manuskysurfeur]

Hi @Manuskysurfeur,

If this only happens on that specific extension, try dialing *60. See if that works and let me know if the extension goes back to DND again. If not, it may have been accidentally dialed *61 previously.

You are right !

The user accidentally dialed *61 previously. We called *60, the issue was resolved.

I never see the following Dial codes on the documentation. I will modify both on parameters because there are used in our old Alcatel to intercept calls...

Our users have kept bad habits.

I thank you a lot for your help !

 

[VasilisV_3CX]

No problem at all @Manuskysurfeur, glad to hear it got resolved!

If you need any further assistance, feel free to start a new thread!