Handset in a Queue doesn't ring

[paul@parkside]

Hi

We have a recently developed issue where a desk phone within a call queue doesn't ring and just flags a missed call. Other handsets within the queue do ring. The extension in question does ring when we call it directly. Below are the details of the system. Any help you provide will be appreciated.

• 3CX Version: Professional Perpetual 16.09
• Server OS: Windows Server 2012 R2
• Is the 3CX Server Hosted and where?: On-premises
• IP Phone Make/Model/Firmware version, Yealink T42G version 29.83.0.130
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model, e.g. AT&T SIP-Trunk / Grandstream GXW-4104
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Regards

Paul

 

[ChrisC_3CX]

We have a recently developed issue where a desk phone within a call queue doesn't ring and just flags a missed call

First off, I have to mention that Call Queues will not actually leave a missed call if a call is not answered. Are you perhaps talking about a Ring Group? Either way, what Ring/Polling strategy are you using?

EDIT: Please do the following test and let me know what happens.
• Create a new test Queue and place that extension into it.
• Make sure that the extension is logged into the queue.
• Make a call to that Call Queue from another extension.
Does it receive the call normally, if not what happens?

Regarding the server, please bear in mind that Windows Server 2012R2 is no longer a 3CX Supported OS. It's use may not be related to this issue, but I thought I should mention it so that you can plan an upgrade to avoid issues in the future and also keep the 3CX deployment at hand a 3CX supported configuration.