Google voice is hanging up because I can’t respond.

[bonk1971]

Hello all, I am new at this and I have a GV number that is forwarded to a Telnyx trunk and that is my only incoming trunk for 3CX. It works great until I go into after hours and the IVR kicks in.

After spending days searching I finally got the good folks at telnyx involved and they helped me discover that the problem was that GV was asking for verification by pressing 1 from the person answering. Of course the IVR doesn’t do that do Google was hanging up.

This is only happening in after hours because the IVR is picking up immediately. If I could introduce a short pause and let it ring a few times I think that would solve the problem. Has anyone run into this and found a solution?

 

[nub]

I do not know anyway around this problem directly, but what I do is forward the google voice number to a DID that always rings an ext regardless of the time, the google voice and the ext will ring simultaneously but if picked up from 3cx you must press 1. (this is more of a limitation of google voice than a 3cx issue.)

 

[leejor]

After spending days searching I finally got the good folks at telnyx involved and they helped me discover that the problem was that GV was asking for verification by pressing 1 from the person answering.

You're saying that GV is doing this, or Telnyx is? I use GV and haven't haven't encountered this "option". I have GV route to an IVR quickly, then on to a ring group, so that the call is answered immediately, and never has a chance to go unanswered long enough off to route to the GV voicemail.

 

[bonk1971]

GV will ask for verification when a call is answered very quickly. I have run into this in the past routing from GV to my cell from time to time. It only seems to happen on 3CX when I am in after hours and the IVR picks up immediately. Regular calls during the day are fine.

 

[leejor]

From your description, it sounds as if the "forwarded" GV call is being answered by Telnyx then, rather than by 3CX. Normally that is not how "forwarding" works. Normally, the calling party won't get answer supervision until the final destination answers.

If this is the case, I would ask Telnyx if they can delay the answer.

 

[bonk1971]

From your description, it sounds as if the "forwarded" GV call is being answered by Telnyx then, rather than by 3CX. Normally that is not how "forwarding" works. Normally, the calling party won't get answer supervision until the final destination answers.

If this is the case, I would ask Telnyx if they can delay the answer.

Well if that were the case then it would not work at all even during the day. But it works fine except in the case where the IVR answers immediately.

 

[leejor]

That is very odd, I can't find anything saying that caller screening is implemented by Google Voice. Have you come across anything detailing that?

As I said, my GV (through an Obi) goes to an IVR, so that it is answered immediately, and is then passed on to a ring group, to stop it from ever going to GV voicemail. I call into it to retrieve 3CX voicemails, with my caller ID being screened and routed to 999, and have never been asked to press a number to continue the call. Nor have I been told by any other callers that they have had to do so.

 

[bonk1971]

That is very odd, I can't find anything saying that caller screening is implemented by Google Voice. Have you come across anything detailing that?

As I said, my GV (through an Obi) goes to an IVR, so that it is answered immediately, and is then passed on to a ring group, to stop it from ever going to GV voicemail. I call into it to retrieve 3CX voicemails, with my caller ID being screened and routed to 999, and have never been asked to press a number to continue the call. Nor have I been told by any other callers that they have had to do so.

ok so you may be right. I think my newbie status is showing. I have been doing some more testing and it seems that the only time this happens is if I have the inbound rule set to send the call to the voicemail for a ring group. It does not matter if it is after hours and it may be that telnyx was just guessing but I have run into that prompt from GV when I answered a call very quickly so it made sense. I was saying IVR because it was an attendant answering the call when I called the telnyx trunk directly but it is the group voicemail attendant and not a proper IVR so again that was my newbie brain not knowing how to describe what I meant. So I still have a problem but it appears to be with the way 3CX handles calls that originate from GV and are sent to a group voicemail. Being after hours was a red herring. It seems that the group voice mail answers too quickly and GV is asking for that response. But I don't know for sure.

 

[bonk1971]

Ok, so I solved this by setting up a dummy ext. that is set in forwarding rules to a 3 second delay before forwarding the caller to voicemail. I use this extension after hours and route the voicemail to an email box and delete from server. That way I can be sure that the right person gets the VM and it is not lost. I am also using this during the day to route callers to general voicemail if the main call group does not pickup. I may setup an IVR to allow more options later but the delay on the initial extension does the trick for Google Voice.

This allows me to get past the GV issue and still have a general voicemail that is custom. Hope this is helpful to someone else that has this issue. Thanks for the feedback guys.