Incoming call to IVR transferring to ring group going to voicemail.

[Joey D.]

Hello,

I have a DID that routes to IVR 800 simply to play a greeting, caller can press zero, or after 3 seconds of no input it will transfer to the ring group at 801. This works fine for the first call but, if a second call comes in while the user is speaking with the first caller additional calls will go directly to voicemail. I've tried deleteing and recreating both the ring group and the digital receptionist.

Where am I going wrong? Thanks!

 

[Alejandro_3CX]

Hi, using a ring group if the agents are busy then another incoming call will be forwarded to the destination if no answer.

If you want to receive multiple calls then use a call queue where the callers can be on hold if the agents are busy.

Bear in mind that an agent can receive only one call from the group/queue

 

[Joey D.]

Hi Alejandro, thanks for the reply. Just to make sure I understand, if one agent in the ring group out of 10 is on a call then the ring group is considered busy, and all subsequent calls after the first go to voicemail?

 

[Alejandro_3CX]

Hi Alejandro, thanks for the reply. Just to make sure I understand, if one agent in the ring group out of 10 is on a call then the ring group is considered busy, and all subsequent calls after the first go to voicemail?

The system will poll only the available/free agents, if these are busy or not registered then an incoming call in the ring group will be forwarded to the destination if no answer.

Using a call queue there is a maximum waiting time, so if the agents are busy the caller can be on hold.

 

[TheodorosG_3CX]

@Joey D. This is the main difference between the Ring Group and the Call Queue.
If an agent in the Ring Group is on a call, the next call will go to the destination if no answer. The purpose of the Ring Group it to notify agents and not for call center functionality. For multiple calls use the Call Queue were callers will remain in the Queue hearing Music On Hold until the next agent is available.

 

[Joey D.]

Thanks to you both, I'll switch it to a call queue if that's what's necessary. The thing is, it's not polling the other available group members, the 9 other group members not on the phone. But, what's strange is - as a test I removed the IVR and just had the DID route directly to the ring group - it will accept multiple calls. I had three people on the phone, calls didn't go to voicemail (dest if no answer).

When the IVR is in front of the ring group it goes to voicemail when one person is on the phone.

 

[TheodorosG_3CX]

Did any of the 3CX parameters have been modified?

 

[Joey D.]

@TheodorosG_3CX No, none at all.

 

[Alejandro_3CX]

Thanks to you both, I'll switch it to a call queue if that's what's necessary. The thing is, it's not polling the other available group members, the 9 other group members not on the phone. But, what's strange is - as a test I removed the IVR and just had the DID route directly to the ring group - it will accept multiple calls. I had three people on the phone, calls didn't go to voicemail (dest if no answer).

When the IVR is in front of the ring group it goes to voicemail when one person is on the phone.

Hi Joy could you please ask your 3CX Partner to open a technical support ticket with us, so we can gather the logs to check this further.

Thanks!

 

[SteveITS]

it's not polling the other available group members, the 9 other group members not on the phone

This sounds similar to my issue https://www.3cx.com/community/threads/external-calls-dont-ring-ring-group-phones.123118/, where the call is essentially bypassing the ring groups, which (in medium+ logging) are reporting extensions as Busy even though they are not. Except in that case this customer is not using an IVR, the call is sent from the trunk to the ring group.

If you dial the ring group extension number directly does it behave properly? (any available RG members should ring)

 

[Joey D.]

@SteveITS Yes, when I deleted the IVR and routed the DID directly to the ring group none of the subsequent calls went directly to voicemail. The users not on the phone are able to answer.

 

[Alejandro_3CX]

@SteveITS Yes, when I deleted the IVR and routed the DID directly to the ring group none of the subsequent calls went directly to voicemail. The users not on the phone are able to answer.

Joey, could you please ask your 3CX Partner assigned to open a technical support ticket. Thank you!

 

[Joey D.]

Will do, thanks!

 

[Alejandro_3CX]

thank you!!