Issue with ring group all extensions don't allow multiple calls

[bigdessert]

I ran into an issue with a customer today where they are saying that calls coming into their business are going right to IVR and the customer is leaving a message without a chance to ring through. After troubleshooting I figured out that if two calls ring at the same time the first call rings to the ring group but the second call goes right to IVR(the no answer destination for the ring group). If the first call gets answered before the second calls starts ringing then it rings the other extensions in the ring group.

I determined the issue was that all the extensions have unchecked "accept multiple calls". For some reason this blocks two "ringing" calls when it really should only block two "active" calls. If I checked even one extension on the ring group the issue goes away and it allows multiple calls.

We are using all Yealink T54W phones with latest 3CX firmware and system version 18.0 (Build 314). I think this is a bug and should be looked into. Can anyone from 3CX confirm this?

 

[Saqqara]

This is not a bug

3cx system on ring groups, will poll each phone in the group and will only ring extensions that are available to take the call at the beginning of ringing the group. If all extension are unavailable the call goes to destination no answer

If you want calls to be queued , if you client has pro or ent license look at queues instead of ring groups

Accept multiple calls does not work for ring groups or queues

 

[bigdessert]

But technically the call is available. I don't agree with this. If the call is ringing a phone that phone is still available and not "in use"

 

[leejor]

My understanding, is that If a set has been sent an Invite and is ringing, then the server assumes it is in use, until it is answered on that set (in which case, a second Invite can notify of call waiting), or the call times out because it is answered, or routes elsewhere.

 

[NickD_3CX]

But technically the call is available. I don't agree with this. If the call is ringing a phone that phone is still available and not "in use"

An "available" Ring Group member is a members whose Extension is registered and idle and has the "Accept Ring Group calls" option checked in their Extension Settings.
By the time it is ringing, it isn't idle.

If you don't want calls to go directly to Destination if no answer, you should consider switching your Ring Groups with Queues.
Alternatively, don't use "Ring All", so at least this way 1 call won't result in any other call coming in while it's ringing to be sent there.