Solved Inbound calls ring once, then go to voicemail

[digivie]

Hey all,

Have bought a support incident for this, but thought to ask here as well...

Running 16.0.8.9 on Debian 9, and since a 'hotfix' was automatically installed on Sunday morning, inbound calls - both from outside callers as well as internal extension-to-extension - result in a single ring on the device, and then the call going to voicemail.

Outbound calls work fine.

I have to assume it is the hotfix causing the issue, but I don't know how to remove it, or even see what the hotfix was.

Anyone have suggestions or experience with this issue?


Thanks,

David

 

[Evolute IT]

I would start by upgrading to v18.

However, check exceptions, out of office "forced" status, forwarding rules status, etc.

Could be a call forwarding set on the phones directly (if using deskphones.)

 

[ChrisC_3CX]

Though I agree with @Frederick Marcoux that you should definitely check your configuration such as forwarding rules/exceptions/profile statuses, from the sounds of it the issue most probably lies somewhere else, especially if it's happening for all calls regardless of whether they are external or internal calls.

EDITED: I'd also like to point out that the hotfix you're referring to was only related to the Let's encrypt certificates so it should not have caused the issue you are facing.

To get a better understanding of your setup, please let us know where the PBX is hosted (Cloud, On-Prem) and if on-prem, if perhaps it's a VM within Hyper-V or another Hypervisor.

Any other details you feel might prove useful are welcome, such as, if it's only some calls, if anything such as restarting the server resolves the issue, etc.

 

[digivie]

I've checked to confirm there are no forwarding rules affecting these lines. I've used "Drop Call" to confirm that the PBX is considering the call to be "Timed Out". If I set Timeout to Voicemail, it goes to Voicemail, if I set Timeout to Drop Call, it drops the call. Changing the busy/unregistered setting does not affect the result. I've also confirmed that all extensions are "green" and their status is set to Available.

I'm not sure what you mean by exceptions, can you clarify this?

Our setup is On-Prem. We're running Debian 9 in Hyper-V with 3CX manually installed. We're using LetsEncrypt for certificate generation. The PBX is installed in a server in our data center and linked to the client site with a site-to-site VPN. It has been configured this way for a few years (upgraded to v16/Debian 9 a few months ago).

Restarting the server does not resolve the issue, but we had an issue with Nginx which occurred 2 days ago, after the hotfix was installed the Nginx configuration file 3cxpbx.save lost a couple comment tags which resulted in it looking at a comment as a directive and failing to start. Fixing this issue did not resolve the issues with extensions going directly to voicemail.

 

[ChrisC_3CX]

I've checked to confirm there are no forwarding rules affecting these lines. I've used "Drop Call" to confirm that the PBX is considering the call to be "Timed Out". If I set Timeout to Voicemail, it goes to Voicemail, if I set Timeout to Drop Call, it drops the call.

The fact that the call is routed wherever you set the timeout destination to should indeed mean that the particular forwarding rule is being triggered. What does not make sense is the fact that it's only one ring, this provided of course that your timeout is set to a long enough duration say 20 seconds that would mean approximately 4-5 rings.

We have however had similar reports in cases where the 3CX Hosts were subject to time drifts which is something a Debian 9 machine hosted on Hyper-V may be prone to in some cases. For this reason, what I strongly recommend you do is make sure that you've followed our 3CX Linux Hyper-V guide to deploy this instance and pay particular attention to the section regarding time synchronization. If the ntp client is not installed, please do install it as per the guide and then reboot the machine to see whether this helps.

If the issue persists after doing so, I think a more thorough investigation would be in order so it might be best that you stick with the Support ticket for now so that our Support team can help you reach a resolution.

 

[digivie]

FIXED.

Thanks Chris. We had recently updated to Debian 9 with a fresh installation of 3CX, and NTP had not been configured.

Much appreciated for pointing us in the right direction!

 

[Evolute IT]

FIXED.

Thanks Chris. We had recently updated to Debian 9 with a fresh installation of 3CX, and NTP had not been configured.

Much appreciated for pointing us in the right direction!

Debian 9? A fresh install of v18 will get you Debian 10.

 

[ChrisC_3CX]

FIXED.

Thanks Chris. We had recently updated to Debian 9 with a fresh installation of 3CX, and NTP had not been configured.

Much appreciated for pointing us in the right direction!

Excellent! Glad to hear you managed to get this sorted!

I'll be marking this case as resolved though do bear in mind that I agree with @Frederick Marcoux on that you should upgrade to v18 (Debian) when you get the chance as it is now the officially supported version by 3CX.