Solved Internal call from one specific extension to Receptionist goes straight to voicemail.

[ebrowne_sts]

Hello, I am having a weird issue, and I don't know if the solution is just slipping my mind or what, but like the title says, calls from one extension to the receptionist goes straight to voicemail (or whatever the forwarding rules are set to) and never rings the extension.

Calls from that same extension to any other extension internally works, calls externally works, and calls to the receptionist from any other extension works.

Any help is appreciated!!

 

[Evolute IT]

Check the receptionist exceptions under forwarding rules

 

[ebrowne_sts]

Check the receptionist exceptions under forwarding rules

Tried that but unfortunately there are none specified under forwarding

 

[ChrisC_3CX]

That is strange, we are definitely going to need more information if we're going to at least narrow this down. Please provide the information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, you say that the call follows whatever forwarding rule is set. Specifically which forwarding Rule is followed, there are two or four for each profile status, depending on the profile status. Which exact profile status and which exact forwarding rule is being triggered? (Confirm that that is indeed the one by changing it to something else and then making a new call)

If you are using IP Phones, try turning both off (power-down completely) and log both receptionist and affected extension into the 3CX Webclient, do you still get the same issue?

 

[ebrowne_sts]

That is strange, we are definitely going to need more information if we're going to at least narrow this down. Please provide the information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, you say that the call follows whatever forwarding rule is set. Specifically which forwarding Rule is followed, there are two or four for each profile status, depending on the profile status. Which exact profile status and which exact forwarding rule is being triggered? (Confirm that that is indeed the one by changing it to something else and then making a new call)

If you are using IP Phones, try turning both off (power-down completely) and log both receptionist and affected extension into the 3CX Webclient, do you still get the same issue?

OK

• 3CX Version: Standard Annual 16.0.6.655License
• Server OS: Debian (not sure which version, I don't have access to the Lightsail instance)
• Is the 3CX Server Hosted and where? AWS Lightsail
• IP Phone Make/Model/Firmware: Yealink T48S 66.85.0.5 (receptionist), Yealink T23G 44.84.0.140 (caller)
• Provisioning Method: STUN
• Trunk Provider: Intelepeer
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Status when selecting extension and clicking the Status button, is currently set to Available and below is the forwarding for that status:



I am remote and the receptionist is constantly taking calls so I'm not able to have them power off their phone. I did have the person calling the receptionist power off their phone though. Still didn't work. I even tried logging into the caller's extension on my 3CX app, tried calling the receptionist, and it still went straight to voicemail.

 

[ebrowne_sts]

Actually, after some more testing, it seems to be multiple extensions that are not able to call the receptionist but not all. The issue may lie with the receptionist's extension instead.

 

[ebrowne_sts]

Factory reset the receptionist phone and now the affected extensions can call. Weird

 

[ChrisC_3CX]

Glad to hear you got this resolved!

It may have been due to some settings configured directly to the phone.