Solved Inbound calls do not forward to VM on Ring-no-answer.

Discussion in '3CX Phone System - General' started by Dragonsong3k, Jan 27, 2017.

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  1. Dragonsong3k

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    Ever since I updated to v15, my inbound calls (DID/DDI) do not forward to the assigned extensions VM when there is no answer. I get 2 rings and then the call disconnects. I checked all the routing and VM settings and cannot see a reason for this.

    Can anyone help me find the appropriate logging to troubleshoot this?
     
  2. leejor

    leejor Well-Known Member

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    The 3CX Activity log should show where the call is trying to route. It was under Troubleshooting.
     
  3. Dragonsong3k

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    01/27/2017 4:17:10 PM - [CM503003]: Call(C:1038): Call to <sip:881@svc.goverlan.com:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5488
    01/27/2017 4:17:10 PM - [CM503003]: Call(C:1038): Call to <sip:881@svc.goverlan.com:5060> has failed; Cause: 487 Request Terminated/INVITE from 73.0.52.59:5065
    01/27/2017 4:17:10 PM - [CM503003]: Call(C:1038): Call to <sip:881@10.1.1.250:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.1.1.113:5060
    01/27/2017 4:17:10 PM - [CM503003]: Call(C:1038): Call to <sip:881@svc.goverlan.com:5060> has failed; Cause: 487 Request Terminated/INVITE from 199.189.197.162:11595

    I got this when I make a test call from my cell phone to my external DID. For some reason it rings my internal desk number twice then immediately terminates the call instead of rolling to voice mail.
     
  4. YiannisH_3CX

    YiannisH_3CX Support Team
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    Hello @Dragonsong3k

    You can start troubleshooting by checking the status of your extension and the forwarding rules of each status. Are those correct?
     
  5. Dragonsong3k

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    I have verified that the status is Available and under External Calls it is set to Forward to Voicemail.

    Here is a snip of one of the extensions config. This behavior seems to be happening to all my extensions. Also it only happens with External calls.

    If I make an internal call, the extension behaves correctly.

    upload_2017-1-30_9-50-45.png
     
  6. leejor

    leejor Well-Known Member

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  7. Dragonsong3k

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    I am contacting my VOIP provider to see if that is the case. We will do a few trace calls to see.
     
  8. Dragonsong3k

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    I checked with my VOIP provider to see if there was any funny business. But all checked out. I recreated the inbound routes to see if that would help but it doesnt. The call rings twice then just hangs up for all DID calls.
     
  9. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    If i understand the issue correctly when a call comes in it rings normally until it reaches the no answer timeout. Then it should forward the call to voicemail. But it just rings twice and call drops correct?
    This does not happen when you call from another extension? (internal call)
    Set an extension to Away and destination Voicemail. Then make a call. Does that work?
     
  10. Dragonsong3k

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    When a call comes in to a DID, it rings the associated extension 2 times then the call drops. It does not go to voicemail.

    If you call the IVR and enter the same extension and let the call ring it will go to voicemail.

    The issue only happens with DIDs assigned to a extension.
     
  11. YiannisH_3CX

    YiannisH_3CX Support Team
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    Set an extension to Away and try calling it. Does that go through to voicemail?
    Also what phones are you using and are these remote or local extensions?
     
  12. Dragonsong3k

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    OK I figured it out!

    Seems like it was a telco issue.

    I ran Wireshark and saw that my voip provider was sending a CANCEL request before the call was able to go to voice mail.

    They had a 5 second timeout rule in the event that the phone system is unavailable, the call would be routed to an external number.
    After the 5 seconds, telco sent a CANCEL request and the 3CX server terminated the call.

    Now that we upped the timeout to longer than the time required for the VM to kick in, all is working.

    Thank you for your support Yiannish!
     
  13. YiannisH_3CX

    YiannisH_3CX Support Team
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    Glad to hear the issue is resolved and thank you for sharing your solution
     
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