Incoming hunt issues

Discussion in '3CX Phone System - General' started by tqhx, Apr 22, 2010.

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  1. tqhx

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    I am having a problem with incoming calls, here is the scenario

    I am using a Grandstream 4108 connected to 8 analog Verizon lines in a hunt group, to a Win2k3 server with 3CX.


    If the receptionist is on the phone, and a second call comes in, it comes on the same line the current call is on (sort of like call waiting) (Linksys SPA525G+SPA500S)

    If the receptionist transfers an incoming call to someone, and another call comes in, if goes to the receptionist phone (working correctly)

    Here is the major issue;

    If an employee makes an outbound call from their desk phone, and a call comes in(which should ring at the reception desk), it just rings endlessly, receptionist phone doesnt ring, it doesnt try to beep in like call waiting on the user who is on the phone, and voice mail never answers it.


    Does this sound like a problem with my setup? Im also concerned that Verizon has call waiting on our first line even though their records do not show it and that is causing the issue? Thoughts?

    Thanks in advance for anyone who reads this with or without an answer!
     
  2. leejor

    leejor Well-Known Member

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    A little fuzzy on your set-up. Are all phones, including the reception phone, in the same ring group? Do the phones have more than one line appearance on each set? Does the reception set?

    Call waiting and Hunting don't work together. If you want to confirm, when it is quiet, in the evening, plug a regular phone into the first incoming line (trunk). Make an outgoing call. While the line is in use, call your pilot number from another phone. Does it give call waiting beep or ring in on line two?
     
  3. tqhx

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    I dont have any ring groups set up. All incoming calls are supposed to direct to the receptionist. Or maybe im misunderstanding. I do have some multiple line phones and some single line, however they are all just one extension.


    I would expect if one call comes into the receptionist and she takes it, then a second comes in, it would go to the second "line" or button on the phone and not the first? I would expect even if 3cx is taking the call and just routing it incorrectly it would still go to voice mail and not just ring endlessly.


    I will have to get a regular phone to connect to the first line to verify the hunt is 100% correct.
     
  4. leejor

    leejor Well-Known Member

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    If all calls are directed to the reception phone, and it has multiple keys for more than one line, then ...

    You could have the same number appear on more than one key and set the PBX to use the set status for busy (not PBX status). That way you can have multiple calls ring in on one number even though the number is in use, it will just ring a second or third, (or more) key on the set. If she/he were on a call they could put just that line on hold and answer a second call. That is probably the set-up that you want.

    On some (most?) VoIP phones you can disable/enable call waiting
     
  5. tqhx

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    I do have it using set status. The calls are not even going to the phone, even if the system saw the phone as busy and would not route the call, they would get bounced into voice mail. I only experience the issue when someone other than the receptionist makes an outgoing call, then incoming calls never seem to reach the system
     
  6. leejor

    leejor Well-Known Member

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    If you can duplicate the scenario, where an incoming call doesn't even go to the reception phone when another line is making an outgoing call, then capture the 3CX log and post it. It will show what is happening to the incoming call.

    What about trying dividing your 8 incoming lines into two groups. Send your outgoing calls to the group with the last four lines in the hunt group as a first choice and first four lines as a second. Sort of grasping at straws, but it might narrow down the problem. Not seeing your whole set-up I can't think of why an outgoing call from one set would affect an incoming call on another line.
     
  7. tqhx

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    I spoke with Grandstream support because i wasnt sure the call was even hitting the 3cx system. They logged the traffic on the Grandstream and this is what he told me.

    He said the gransdstream sends the invite to 3cx, and receives a 603 error, disabled by inbound rule. I do not see anything in the 3cx logs but it set to medium, maybe if i turn it to verbose i will get something? Ill give that a shot and see if there is anything i can post up here from that
     
  8. tqhx

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    Ok Verbose logging got it in action....


    14:59:46.142 [CM503020]: Normal call termination. Reason: Disabled by Inbound Rule
    14:59:46.142 [CM503019]: Call(10): Rejected! Line is 'Busy' because number of simultaneous calls per line unknown@(Ln.10000@Main Line Gateway) is limited by Administrator
    14:59:46.142 [CM503012]: Inbound office hours rule (unnamed) for 10000 forwards to DN:100
    14:59:46.142 Looking for inbound target: called=10000; caller=unknown
    14:59:46.142 [CM500002]: Info on incoming INVITE:
    INVITE sip:10000@192.168.114.234 SIP/2.0
    Via: SIP/2.0/UDP 192.168.114.252:5060;branch=z9hG4bK48c766b688402427
    Max-Forwards: 70
    Contact: <sip:10000@192.168.114.252:5060;transport=udp>
    To: <sip:10000@192.168.114.234>
    From: <sip:unknown@192.168.114.234>;tag=0af23075c5502f20
    Call-ID: c7f6d4a70f8124a551e3a4f263b64217@192.168.114.252
    CSeq: 31632 INVITE
    Allow: INVITE, ACK, CANCEL, BYE, NOTIFY, REFER, OPTIONS, INFO, SUBSCRIBE, UPDATE, PRACK
    Proxy-Authorization: Digest username="10000",realm="3CXPhoneSystem",algorithm=MD5,uri="sip:10000@192.168.114.234",nonce="414d535c01e12da261:3f79ecccdd8fc8d53173df1e54533f24",response="5b833f9847ac68287f9915db496cdb9c"
    Supported: replaces, timer, path
    User-Agent: Grandstream GXW4108 (HW 1.1, Ch:3) 1.3.1.6
    Content-Length: 0
     
  9. mfm

    mfm Active Member

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    You might have set the simulations allowed calls to 0. Kindly follow these steps to resolve the issue:

    1. Go to the management Console.
    2 PSTN Devices.
    3. select the Grandstream GXW 4108.
    4. Ensure "Maximum simultaneous calls" is set to a decent number like 8.
     
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  10. tqhx

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    Ok i figured this out a couple minutes ago. Basically i just misunderstood. Since the PSTN has 8 lines set in the system, or virtual extensions 10000-10007, i figures Max Simult Calls listed under each extension would be 1, since i would only get 1 call per analog line. Changed it to 8 on each one and its working now.


    Thanks for the help everyone. Thats the only issue i had left with this, working awesome now. Love this system. Thank you thank you!
     
  11. leejor

    leejor Well-Known Member

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    Yup, the log can help you narrow down where the problems are occurring and save pulling out a lot of hair. Without it, many times, you are just "flying blind".
     
  12. ckueven

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    I have run into the same problem.

    As I see it, for example, when setting up the first GrandStream GXW4104 gateway, 3CX will create 4 Accounts (Port Identifications) labels 10000, 10001, 10002, 10003. The problem is that when 3CX makes an outbound call, it uses Account 10000 but, the GrandStream places the call on port 4. Then when a call comes in on port 1, the GrandStream tries to initiate a connection with 3CX also using 10000 and 3CX rejects the call because max calls for account 10000 is 1. If an outbound call has been placed (account 10000) and an inbound call comes in on the Grandstream port 2, the Grandstream initiates a connection with 3CX using 10001 and it works fine.

    I am not sure what the correct fix is.
    Should I change the "Maximum simultaneous calls" for each of the four accounts on the Grandstream PSTN device to four as suggested in the form? If so, shouldn’t the default setting created by 3CX when the PSTN is created be changed?
    Or, should each port on the Grandstream be tied to a particular account (i.e. port 1 is 10000, port 2 is 10001, etc…) I am not sure how this would be done and once done, how to control the order of outbound calls (4-3-2-1).
     
  13. mfm

    mfm Active Member

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    hi,

    we replied to this on support, but 3cx provides a generic template, should problems occur changes might be necessary.
     
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