Extension with unknown Forwarding

[ivanlaszik]

Hello,
I have the weirdest issue. One, and only one extension in my 3CX, since a while, has an instant forwarding somewhere configured. Meaning that as soon as it gets a call, regardless if from outside or inside, it gets instantly forwarded to the ring group which is correctly configured for this extension. The time after which to forward, however, in the 3cx managemet console is set to 20 seconds, as for all the other extensions I have. The phones, Yealink T46G, display lights up as soon as the call enters, but does not even ring, it just shows a missed call instantly. The extensions from the ring group, to which the calls are forwarded to, cannot connect the call with the original extension (the one with problem) because the whole forwarding enters an infinite loop. I even configured the extension to forward to it self, then the loop never ends. So the target extension is not the problem. The 3cx windows app client for the extension doesn't even react to the incoming call.
The only workarround I found to fix this is to copy the extension to a new extension, delete the original one, copy again the new extension to the old extension and reprovision the phone and 3cx windows app. The issue will reoccur after some random time (sometimes days, other times weeks). I am lost at this point. The issue is currently again present. I even replaced the phone with other model and different 3cx app installation or login to 3cx web app. Did not help. And there is no visible forwarding configured anywhere.
3cx server: 16.0.655 on Debian.
Any hint where to look, what to do is very welcome!
All the best,
Ivan.

 

[JohnS_3CX]

Hi Ivan,

Wait until the issue is happening and then check the following things in this order:

- dial *60 and then see if it resumes taking calls normally
- Check the phone's blacklist, you may be blocking incoming calls
- unplug the phone and then log in to that extension from your webclient and see if it will take the call
- check what the current status of the extension is, set it to Available to ensure calls will be received
- factory reset the phone, and reprovision it without making any changes to the extension settings

 

[ivanlaszik]

Hi John,

Thanks for the reply.
The last time the issue was present the extension was green = available for everybody in 3cx windows app, 3cx web app, 3cx admin console. I tried to switch between statuses from 3cx win app and web app, did not help.I did unplug the phone, issue persisted, extension was logged on in the windows app. We do not have blacklist enabled on the phones. Also, this is the only extension that still uses a phone. I did reset the phone and reprovision it. Also tried another phone. No help. Did not know about *60. Will try the next time. However, the only way to fix it was to copy the extension. I fear that it will come back anytime. It did happen 2 times already. The user of the extension is a longtime employee (few years), so I am sure he does not change anything unintentionally. Nothing changed on the user side (Desk, PC, OS, Phone, network) since the issue is appearing.

Regards,
Ivan.

 

[JohnS_3CX]

*61 was an old legacy method of setting DND that should no longer be used (deprecated). In case the user dialled it by mistake, it would cause the scenario you described.

So *60 should revert that change and make the extension available again. When you copied and deleted the extension, it would make this go away until the next time it was activated again, and I'm guessing this is why the problem went away for a while and then came back.

 

[ivanlaszik]

*61 does also change the color of the extension to orange? Because, as said, when the issue is present the extension appears as available (green).
Also, I should see the *61 dialed in the call logs of the phone, and I just checked, and there are no entries with *. The call logs are older than the last time the issue occured. That time, after copying the extension I just changed the account data on the phone, did not reset it or reprovisioned it, reason why the call logs are so old.

 

[JohnS_3CX]

In this case we need to see when the issue happens again, investigate at that time via the logs.