External calls to ring group not going to voicemail

[Chin007]

Hey.
Have seen a few threads on this but no definite conclusion.
Calls into a ring group does not go to vm after certain ring. After 20sec ring, it shows line is busy.
When I call the ring group extension from a local extension, it goes to VM after the ringing which is what I want.
If i call the extensions, they go to VM as per the setting.
Not sure why the external calls wont go to VM anymore.

 

[VasilisV_3CX]

Hi @Chin007,

If you monitor from your Dashboard, click the "Number of calls in use" which will bring up the Active Calls window - where does it say the call is being routed to when the line is busy?

Which provider are you using?

 

[Chin007]

Hi @Chin007,

If you monitor from your Dashboard, click the "Number of calls in use" which will bring up the Active Calls window - where does it say the call is being routed to when the line is busy?

Which provider are you using?

hi,
It is routing to 1 extension 2002.i thought when extensions are in a Ring group, the setting of the RG take over.
If i call that extension locally, it will ring and then go to VM. That is the expected behavior.

 

[Saqqara]

What is the ‘Destination if no answer’ setting in the ring group configuration

 

[VasilisV_3CX]

Hi @Chin007,

So you're going from RG -> 2002 after 20 seconds? I agree with @Saqqara's question, is 2002 in the Destination if no answer field? If this is the case, change it and see if the call routes to that after. If so - it means that your extension is either unregistered or not correctly added to the RG.

 

[Chin007]

What is the ‘Destination if no answer’ setting in the ring group configuration

destination is to connect to VM of an extension 2002. If you call the extension ffrom another extension, it rings and then goes to VM (good). if you call the ring group from a local extension, same thing (good) but if you ring from an external number to the ring group, it rings and then drops the call (line busy).

 

[Chin007]

Hi @Chin007,

So you're going from RG -> 2002 after 20 seconds? I agree with @Saqqara's question, is 2002 in the Destination if no answer field? If this is the case, change it and see if the call routes to that after. If so - it means that your extension is either unregistered or not correctly added to the RG.

I am going from RG to VM of 2002 after 20s. Destination if no answer is VM of 2002. 2002 is registered and rings when you ring it from internal or external. However, it does not switch to VM of 2002 if called from external (direct or from RG)

 

[Saqqara]

Change the time on the ring group to 5 secs as a test, and see what happens.

If this works your sip provider maybe terminating the call after x seconds - speak to them

Check the activity log, will tell you what is happening to the incoming call