Internal calls and transferred external calls go straight to voicemail

[Usamah]

Hi,

We have an issue where transferred calls are going straight to voicemail. I've checked the DND option and this is switched off. This is affecting all our handsets...
I've also tried to make internal calls and it sends the call straight to to voicemail...

I've checked the activity log and this is what it shows...

Call to "Name of user" <sip:24@IP ADDRESS:5060> has failed; Cause: 487 Request Cancelled/INVITE from IP ADDRESS:5060

Any ideas what may be causing this?

 

[YiannisH_3CX]

Hello @Usamah

Are you using ip phones or 3CX clients? If you are using IP phones how are those provisioned? Local or remote to the PBX? Do you see the devices as registered under the phones tab of the PBX
Is your PBX hosted or remote?

 

[Usamah]

Hi YiannisH,

We are using IP Phones... Polycom VVX410/VVX411....
The phones are provisioned locally and the devices are registered under the phones tab of the PBX..
The PBX is local...

 

[Usamah]

UPDATE:

Under each extension, I have changed the forwarding rule for internal calls from 20 seconds to 60. I don't know why this has temporarily fixed the issue or if it will revert back to the same problem after a few hours. Any advice would be appreciated.

 

[YiannisH_3CX]

I do not see how the timer could affect this. If the extensions were set to available then then should ring. Change an extension back to 20 seconds and see if you can replicate the issue. Perhaps something else was applied when you adjusted the timer.

 

[Usamah]

It looks like it's the timer because I reverted back to 20 seconds and the calls kept going to voicemail. Any idea why 20 seconds is acting like its a 1-2 seconds timer and not 20?

 

[YiannisH_3CX]

What browser are you using and what is your PBX version? Do calls go directly to voicemail or is there ringing for a few seconds?

 

[Usamah]

I believe it's version 15.5 and the phone rings over the phone but the actual handsets do not ring. It would then go to voicemail...
Browser: Chrome

 

[YiannisH_3CX]

Does it ring for the full 20 second duration before going to voicemail?

 

[Usamah]

It does not ring on the handset. it goes to voicemail when it is set to 20 seconds.