Odd question about leaving voice mail when transferred

[ElementalWindX]

Got a client asking this "When I am on the line and Toni transfers to me, the customer cannot leave a message--they say it just rings and rings and rings. How can we remedy that? I noticed when I tried to transfer to Kim while she is on the phone, after a little while, it will bounce back to me and I will be able to talk to that same customer again."


Any idea what could be causing this?

Attached is a picture of the extensions settings for forwarding.

This is a brand new system on newest version of 3cx utilizing Yealink phones.

 

[craigreilly]

check the log file to see what the reason was it came back or rang forever.
there should be some clues.

 

[ElementalWindX]

I still need to take the 3CX training. Where would the log files be?

 

[craigreilly]

web management web console - big blue button "Activity Log"

 

[ElementalWindX]

Seeing a lot of these: 01/08/2020 4:29:06 PM - [CM503003]: Call(C:1239): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Cancelled/INVITE from some.ip.address.somewhere:46808