Inbound Calls to RG Not Following Plan

[RHopkinson]

Inbound calls to a ring group are supposed to ring all extensions in the RG for 20 seconds and then forward to the voicemail for one of the extensions if no one answers. After upgrading to V20 (20.0 Update 0, Build 1620), this no longer works. Inbound calls made to one of the assigned DIDs now ring all phones in the group for 20 seconds and then re-ring the group for 20 more seconds, etc. Review of the call log shows "No Route Exists" every time it rings back to the group. I verified that the user's extension has voicemail enabled and tried toggling the "Destination if no answer" target, but the issue persists.

Any help in resolving this issue is greatly appreciated.

Thanks,
Russ

 

[JohnS_3CX]

Hi Russ,

I have tested this and it appears to work normally. If it's not too much trouble, try creating a new ring-all group with the same members, and assign the DID to that one:



Then make a call to see if the system behaves as expected. If everything is OK, you can always compare the new ring group VS the old one and see if there are any other differences.

 

[RHopkinson]

Thanks, @JohnS_3CX. I created another ring group and moved one of the DIDs to it. It exhibits the same behavior. I have attached screenshots showing what I'm seeing. 8001 is the original RG and 8002 is the one I just created. Please advise.

 

[TheodorosG_3CX]

Is there any modification of specific PBX parameter?

 

[RHopkinson]

@TheodorosG_3CX, there shouldn't be, but there are over 900 parameters. How could I tell if something has been modified, or is there a particular parameter that you suspect?

Also, since I created the new ring group yesterday, the client advised the following today:

I have had a few customers say calls are dropping, another said “Tried calling and went right to all circuits are busy”

 

[TheodorosG_3CX]

What is the value of this parameter : ALLOWUSEBUSYOPTFORGROUP

 

[RHopkinson]

@TheodorosG_3CX The value of that parameter is 0.

 

[Alphabetic]

Are they all using the web client? Check they're showing as online in the Team view.

https://www.3cx.com/community/threads/not-registered-users-web-client-on-v20.124632/

 

[RHopkinson]

There were 2 users in the ring group that were not showing as available in the web client. I removed them from the ring group and the call handling is now working as desired. This is a concern, though, as an unregistered extension apparently now causes this processing to fail. What should be done to prevent this from recurring?

 

[TheodorosG_3CX]

In this case you need to consider using a Call Queue.