Maximum ring time for ring groups?

[Chad C]

Scenario: We have a Digital receptionist that guides incoming calls to a call queue. In that call queue they have 60 seconds to answer and then its next destination is a ring group where we have a Ring Time of 300 seconds (5 minutes).
The issue we are running into is once that call leaves the queue it will only stay on the ring group for a total of 120 seconds (2 minutes). We are able to set the ring time for less that 120 seconds but will not work for anything higher. We have also tested having a second ring group with an additional 120 seconds but the call will end shortly thereafter ~ 15 seconds more ringing.

Is there some kind of limitation to how long a ring group can continue to ring? We have tested this with multiple 3CX instances but it seems to be a limitation that we are unable to find. I am aware we can use queues in order to allow calls to wait longer and sitting in a ring group that long is obviously not ideal, I would still like to know if this is a known limitation.

Phone models used for testing:
Yealink T27G
Yealink T29G
Snom D735

3CX version: 18.0 (Build 307)

 

[VasilisV_3CX]

Hi @Chad C,

Is there some kind of limitation to how long a ring group can continue to ring?

The maximum time you can set for a Ring Group is 65535 seconds. Hope this helps!

 

[Saqqara]

FYI - if the phone is busy / unavailable when 3CX rings the ring group - it will not poll the extension again to see if it is available to take the call during the max ring time.

Within queues, the system will poll the extension to see if it available during the queue time

 

[Chad C]

The maximum time you can set for a Ring Group is 65535 seconds. Hope this helps!

Interesting... I can't seem to get a ring group to ring longer than 120 seconds on any instance we manage. Once 120 seconds pass it will move on to the "Destination if no answer" even though it is set much higher in some cases.

I will have to look further into this, I wonder if there is something else causing this to timeout after 120 seconds.

 

[JohnS_3CX]

Hi Chad,

Try calling it internally (dial the group extension) from one of your extensions and see if this behavior changes.

If you were testing by calling it externally (direct call to the DID assigned to the Ring Group), the call is never answered on the provider's side until someone picks up.

The provider may have their own limit of 120 sec. before they decide to stop polling your PBX. So the limit may indeed be coming from trunk side.

 

[Chad C]

Hi Chad,

Try calling it internally (dial the group extension) from one of your extensions and see if this behavior changes.

If you were testing by calling it externally (direct call to the DID assigned to the Ring Group), the call is never answered on the provider's side until someone picks up.

The provider may have their own limit of 120 sec. before they decide to stop polling your PBX. So the limit may indeed be coming from trunk side.

Good Idea, I will test that today and see if that is the case. Thanks for the quick reply.

 

[Chad C]

I tested this internally by calling the ring group directly from an internal extension but it appears I am having the same issue. I have tried across a couple of different 3CX instances, both with different providers.

 

[JohnS_3CX]

Ok then the phones are rejecting the call after 120 seconds. If you wish to avoid this you will either have to use a queue (where calls cannot be rejected by endpoints) or you will have to stop using the phones and switch the 3CX clients.

Not sure there is any other way around this limitation..