Issue with ring groups never going to voicemail

[NZRob]

Hi there,

we have an issue with a particular customers call flow. Currently the call flow is as follows;

main line -> ext 100 for 15 secs -> ring group for 25 secs -> voicemail ext 100

what we are seeing is that the call goes through to ext 100 correctly and then goes to the ring group for 1 ring and then back to ext 100. It continues to loop through this and never goes to the voicemail for ext 100

please see log extract

12/13/2018 1:28:17 PM BSCO:4576xxxxx (6445xxxxx) Receptionist (100) Not Answered

12/13/2018 1:28:11 PM BSCO:64457xxxx (6445xxxxx) RG Ring all Ext (801) Not Answered

12/13/2018 1:27:56 PM BSCO:64457xxxx (6445xxxxx) Receptionist (100) Not Answered

12/13/2018 1:27:51 PM BSCO:64457xxxx (6445xxxxx) RG Ring all Ext (801) Not Answered

12/13/2018 1:27:36 PM BSCO:64457xxxx (6445xxxxx) Receptionist (100) Not Answered

12/13/2018 1:27:30 PM BSCO:64457xxxx (6445xxxxx) RG Ring all Ext (801) Not Answered

12/13/2018 1:27:15 PM BSCO:64457xxxx (6445xxxxx) Receptionist (100) Not Answered

12/13/2018 1:27:11 PM BSCO:64457xxxx (6445xxxxx) RG Ring all Ext (801) Not Answered

12/13/2018 1:26:55 PM BSCO:64457xxxx (6445xxxxx) Receptionist (100) Not Answered

things that we have tried already

- If we remove the ring group then it rings correctly and then goes to voicemail - Yay
- if we have the the ring group and the only destination for the inbound route - rings all phones but never goes to voicemail
- we have created a new ring group but still have the same behavior.
- we have created a new voicemail box - no change

I am at a lost at this stage, any help would be greatly appreciated.

Thanks
Rob

 

[leejor]

Did you look at the Activity Log of a call? Does the same thing happen if you call Ext 100 from an extension, (not in the ring group), not an outside call?

 

[YiannisH_3CX]

Hello @NZRob

This could be caused if an extension that is part of the Ring Group has a forwarding rule that might cause this loop. I would recommend removing the extensions from the Ring Group one by one and testing the scenario every time you remove one. See if you can locate the extension that might be causing this.

 

[NZRob]

@leejor i have tested the ring group internally and can confirm that it rings for the desired amount of time and then goes to voicemail which is perfect. So it seems that the issue is only present with external calls.

 

[leejor]

Compare an Activity Log of a working call (internal), and a non-working call (external). What is different? Could it be a call forward option, or a RG member that handles (forwards?) outside callers differently?

If the RG is not large, you could also try removing members, one at a time (as recommended above), to see if that "fixes" it. Then have a close look at the extension that you removed. What options are different from the others.

 

[NZRob]

HI there,

we have tried this and we still get the same result. i.e. extension rings -> ring group -> extension rings.

We have compared this with a working client and do not see any differences in the configuration.

 

[YiannisH_3CX]

At this point i would recommend creating a ticket with our support department so they can take a look at the configuration of the PBX and determine what is causing this behaviour.