No missed call notification with forwarding action "End Call"

[MH_INDUS]

Hello,

as the title says I don't get a missed call notification when the forwarding action is set to End Call and someone tries to call me.

Is this intended behaviour?

 

[leejor]

Are the calls forwarded after a time period (actually ring the set for a short period), or do they immediately go to End Call?

 

[Grant Moxom]

In addition to the above question, are they calling you directly or through a queue/group?

 

[MH_INDUS]

Hello,

in the status available it is set to end call after 20 seconds, in not available it is set to immediately end call.

In both instances I don't receive a missed call notification. If the caller hangs up before the 20 seconds I get a notification. If the action is set to voicemail I also get a notification.

The calls are direct, no group or queue.

 

[Grant Moxom]

That's definitely not intended behaviour - I just tested to confirm and I get a notification. Are you using the web client? Can you show me a screenshot of both cases (someone calling and hanging up and someone calling and the system hanging up?)

 

[MH_INDUS]

Yes, I am using the Webclient.

I'm not sure how to convey that properly with a screenshot but below screenshots show a missed call notification and no missed call notification.



No new notification after another call where I let it ring for 20 secs and the call is ended

 

[Grant Moxom]

Does the missed call show up on the call list at all? Or not at all?
Please do this for me.
Make it go to voicemail after 5 second, call, show me the result in the "All" list
Make it go to end call after 5 second, call, showw me if there is any result in the all list
That will help me know what the issue is

 

[MH_INDUS]

The call is shown nowhere in the webclient, only in the central call list on the management interface.

When it is set to voicemail I get the red notification next to call history and a new voicemail notification. The call shows up under all.



When set to send busy signal the call does not show up under all. I called "send busy signal" "end call" as that is what it is translated to in the german webclient and I only now changed the webclient to english for the screenshots.

 

[Grant Moxom]

Hmm odd, as a debug step please enable Send email notification on missed call and let me know if you get an email (in the end call case and the hangup before call ends case)

 

[MH_INDUS]

I don't get an email when end call is triggered.

When the caller hangs up before that I get the mail.

 

[Grant Moxom]

Well that's odd. It looks like it's treating "end call" as a valid extension
Can you share your forwarding rules for the extension as a screenshot?

 

[MH_INDUS]

Sure

 

[Grant Moxom]

Ok, 1: stay on available for this test,
2: please change the settings inside 3cx server instead of your personal extension to test - make them look this this


3: Ensure your web client is DEFINITELY on available
4: Call from an external phone not an internal

 

[MH_INDUS]

Sadly its the same if configured from admin interface and external caller

 

[Grant Moxom]

And you're definitely on available on your webclient?

 

[MH_INDUS]

Yes

 

[Grant Moxom]

Ok sorry for the run around, I have two more things for you to try
1: Have your mobile phone registered as well - do the call test, does the missed call show up on your phone but NOT your web browser? Do you see the history on the phone?
2: What version of 3cx, are you up to date?
3: Try testing from a different extension in a different browser - same problem?

 

[MH_INDUS]

Thanks for the quick replies,
1. The calls also do not show up on the iOS App or a yealink phone.
2. 16.0.5.622, up to date
3. Same with different extensions and same with our 3CX testserver which was ceated from a backup of our main PBX a few months ago.

 

[Grant Moxom]

Ok more things to check
1: Go to general settings in PBX and screenshot for me the whole page so I can see your settings there
2: Make sure your inbound route to the DID is the extension and not a queue. I'm sure it is an extension but just in case.

My guess on what's happening here is this
When you send the call to "busy signal" it's treating it like a valid extension - because it's a 'valid extension' it doesn't show up in your missed call log. Could be something in your paramater section.
My suggestion if this above doesn't work.
1: Install a fresh PBX with a trial license, setup your trunk and do a quick test, confirm missed calls show.
2:Backup pbx
3: Import one part at a time of your real pbx until the issue starts happening
4: Try and trace down what changes

Massive pain in the arse!

 

[MH_INDUS]

Hello Grant,

I tested a few settings under General. I don't get notifications when "Play busy prompt when extension is busy" is enabled.

Thanks so much for helping with troubleshooting.

Does the same happen in your 3CX instance when you enable that setting?