Solved Incoming calls going to voicemail, but phones still ringing

[sevenvoip]

Having a very strange issue with incoming calls going straight to voicemail, but all of our phones continue to ring. When we pick up the phone, we hear nothing. This is happening on 80% of the incoming calls. This customer has been in existence for over 2 years and the issue started this afternoon. None of the phones are on DnD. They are set on a ring group with ring ring all (3 phones total). Connected via SBC to AWS cloud instance. I've restarted services, restarted cloud instance, restarted SBC, and the phones themselves. I can provide logs, but please let me know which ones you need.

Thanks

 

[cobaltit]

Have you talked to whoever is providing dial tone? Any recent changes made?

 

[sevenvoip]

I have not. We are using TelNyx, but I am planning to call them soon. Even if I see the calls hitting the PBX, you think it could be them?

 

[Saqqara]

Does the same thing happens if you dial the ring group internally

 

[sevenvoip]

It fails if I try to dial interally

 

[Saqqara]

It fails if I try to dial interally

What do mean it fails , please expand

Does any extension have ‘ring my mobile’ enabled

 

[sevenvoip]

No. None of them have that enabled. I get a fast busy if I dial that ring group

 

[ChrisC_3CX]

I think you're going to have to try and narrow this down even more:

1. From an internal extension dial each and every one of the Ring Group members directly, do they ring? If yes, at least you know they can receive calls.
2. From that same internal extension dial the Ring Group extension again, do you still get the fast busy tone?
3. If yes, create a temporarily test Ring Group with Ring All and Destination if no answer to End call, add all 3 extensions to it, dial this new Ring Group from the internal extension. Do you get the same behavior?

 

[sevenvoip]

1. Yes they do
2. Yes I do
3. Great point. I removed the voicemail if no answer and added a different extension.to the destination if no answer. It rings that extension now.

 

[ChrisC_3CX]

3. Great point. I removed the voicemail if no answer and added a different extension.to the destination if no answer. It rings that extension now.

So it still doesn't ring the extensions that are part of the ring group even with the test ring group? Go into Users/Extensions, edit the three extensions one by one and go to Forwarding Rules. Check the "Accept calls from Ring Groups" under Options for every single profile status (Available, Away, DND, Custom 1 & 2), is it enabled?

 

[sevenvoip]

It wasn't, but I just enabled it on all and it still does it

 

[ChrisC_3CX]

We must be missing something, can you create a new test extension, add it as a Ring Group member access it's webclient and then make another internal call to the Ring Group (from another extension of course)?

 

[sevenvoip]

Chris, I was finally able to make it into the place of business. The ring group works fine internally. I got TelNyx involved and they are thinking it may be an issue with their upstream provider. TelNyx says they are seeing 2 calls enter their system when there is only one actually being made. I tested this theory with a 2nd SIP trunk provider and I was able to make 15 inbound calls without a single issue. I do believe this is an issue on the TelNyx end.

 

[ChrisC_3CX]

That would indeed explain the behavior you described( 1 call goes to voicemail and the other rings but has no audio) but it would not explain why internal calls to the ring group fail completely. These may very well be unrelated though so let me know what happens.

 

[sevenvoip]

I was using a stun extension to dial the internal ring group earlier as I was not in the office. When I used a LAN phone at the place of business, the ring group worked internally.

I'm not sold it was TelNyx now. I reached out to a friend of mine who uses a similar setup. He asked me to factory reset the Grandstream 2170 phones that we had onsite. I did that to all 3 of them and now it seems to be working without issue. Will keep the thread updated as the day goes on.

 

[ChrisC_3CX]

Do let us know how it goes but, also bear in mind that STUN configuration for IP Phones might prove a bit tricky to avoid unexpected behavior. If the 3 Ring Group IP Phones are also STUN I'd recommend using the 3CX SBC instead especially if they are on the same site.

In the meantime, for troubleshooting this specific issue you might want to consider temporarily switching to using the 3CX Webclients to get the implications that come with STUN configuration out of the picture completely and hence get rid of any uncertainty. That would include both the Ring Group extensions and any other extensions involved in testing such as the one making the actual call.

 

[sevenvoip]

I received this from TelNyx...

Can you please try retesting this, this was resolved as a Telnyx anomaly, and it should be fixed now.

I believe me resetting the phones just may have happened at the same time as this fix. Anyways, all has been working since around 8am. Thanks for all your help.

 

[ChrisC_3CX]

Whatever the case may be I'm glad it eventually got sorted!

Feel free to start a new thread should you need anything else!