Solved External Forwarding Rules

[Matt_AIT]

I have a customer that has external forwarding rules set to go to a ring group after 15 seconds. However when an external call comes in, after 15 seconds it goes to the extension's voicemail. You can call the ring groups extension internally and that rings without issue.

I have noticed this in the logs but not sure where this relates to "forwards call from Extn:1019 to VMail:6666 based on rule Fwd[Custom 1/NoAnsw]"

 

[Saqqara]

The phone is in the 'Custom 1' status, check the settings for this forwarding rule.

Under Extensions - select the extension - forwarding rules , select the status by clicking on the down arrow to the right of Statused



Each extension has Available , Away , DND, Available 2 and Out of Office2 , where they can have different rules


To change the status of the phone, under Users, select the extension - click on Status along the top and you select the correct status

 

[ChrisC_3CX]

Just want to add that Custom 1 is by default named Lunch so you can have a look at that status's config.

 

[Matt_AIT]

The phone is in the 'Custom 1' status, check the settings for this forwarding rule.

Under Extensions - select the extension - forwarding rules , select the status by clicking on the down arrow to the right of Statused

View attachment 27088

Each extension has Available , Away , DND, Available 2 and Out of Office2 , where they can have different rules


To change the status of the phone, under Users, select the extension - click on Status along the top and you select the correct status

I did check and the user was in available mode.

I have found the issue though. The user had set a self-identification message under the voicemail menu rather than a voicemail message. This forced all calls to go to voicemail rather than follow what had been set in the admin console. I have deleted this message and it is now working as expected.

 

[Matt_AIT]

Just want to add that Custom 1 is by default named Lunch so you can have a look at that status's config.

Thanks, I will make sure the forwarding it set for all status just in case they change it again.

 

[ChrisC_3CX]

Glad to hear you managed to sort this out!

Please do start a new thread should you need anything else!