Extenstion going to voicemail incorrectly.

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Hi

I'm seeing quite a regular problem accross a few sites that have been running 3CX for many years with no real changes other than version updates and patches.

Random extensions will stop rining.
Investigation and and some wireshark captures indicate the extenstion is not being called by the 3CX phone systems and so it appears that the phone systems is diverting the call to voicemail.
The extensions shows as registered and can make and even pickup calls but never rings.
On some occasions chnage status of the extension in 3CX management console to be DND /Away etc. and then switch back to availlable will resolve the issue but in many cases this does not.

This appears to be a bug with phone system, deciding that an extension is unavailable or should not be invited to calls.

As we have now lost a number of key extension the problem is becoming really quite acute.

Many thanks for your help.

Gary

 

[YiannisH_3CX]

Hello @circle

Has the issue started after an update to a specific version or was the issue always present? Are all the sites running the same PBX version?
Is the issue with direct calls to the extension or is the extension part of a ring group or queue? Does this happen for internal and external calls?
How are the phones provisioned to the PBX? Are they local or remote?

 

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Hi

Thats hard to say but certainly for one site it has started happening since we updated them to v15.5 from V12.5.

The problem started to rear its head at this site prior to SP6 being applied so I would say it was present in SP5.

Since I posted I have rebooted 3CX and hats seems to clear the issue, again this suggests it is erroneous status for the extension in 3CX.

Regards

Gary

 

[YiannisH_3CX]

Since I posted I have rebooted 3CX and hats seems to clear the issue, again this suggests it is erroneous status for the extension in 3CX.

Keep an eye on the issue and let us know if it happens again so we can check a few things.

 

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Hi

Having checked with the users we still have 1 extension which is exhibinting the fault. What would you like me to check?

Regards

Gary

 

[YiannisH_3CX]

Please check if the extension is available and the phone of the extension is registered under the phones tab of the PBX.
Also check if you can replicate the issue by calling the extension by another PBX extension.
Do you use IP phones or 3CX clients?
Are there any exceptions configured under the forwarding rules of the extensions that are exhibiting the issue?

 

[circle]

Hi

Phone is registered and visible as such from the 3CX admin console. It can make calls but never rings when called but havin examined the wireshark trace it would not as there appears to be no invite sent.

The phone is an IP phone Yealink T28P with 3CX recomended firmware, handset has been reprovisioned multiple times including as a result of the V6 update over the weekend. I have also factory reset and reprovisioned the handset.

From every angle that I look the extension is set to available (Via 3CX Admin & webClient, user does not have 3CX Client). No exceptions defined.

Regards

Gary

 

[YiannisH_3CX]

I would recommend creating a ticket with our support department as they will need to take a look at the system logs to determine what is causing the extension to not ring.

 

[circle]

Hi

Despite being a reseller with a number of 3CX deployements out there we continually struggle to remain at a a bronze level and so do do not get access to support.

This appears to be a bug in 3CX so I feel it is unreasonable for 3CX to ask us to pay to report a bug.

Thank you for you efforts here.

Regards

Gary

 

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For others who experience this issue deleting the extension and recreating resolve the issue.