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- Oct 4, 2017
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So we have a customer with a 3CX system that is having an odd issue. Currently, when users call in on their primary number it goes through these steps...
Ring group A - User 1 - Forward to ring group B if no answer within 7 seconds
Ring group B - User 1, User 2, User 3 - Forward to ring group C if no answer within 17 seconds
Ring group C - User 1, User 2, User 3, User 4, User 5, User 6 - If no answer in 20 seconds, send to an general mailbox extension that forwards a voicemail to the users email
It was reported to us that when people called in they are getting the message "I'm sorry, this mailbox has not yet been setup by this subscriber..." The problem is that we can call the general voicemail and it works fine. If I set Ring group A to go directly to voicemail if no answer, it works. If we step that up and have it go to voicemail after Ring Group B, it fails.
So for example, this works...
Ring group A - User 1- Send to an general mailbox extension that forwards a voicemail to the users email
But this does not...
Ring group A - User 1 - Forward to ring group B if no answer within 7 seconds
Ring group B - User 1 - If no answer in 20 seconds, send to an general mailbox extension that forwards a voicemail to the users email
My first thought was that maybe the voicemail timeout for user 1 was shorter than the timeouts combined for the ring groups so we increased the timeout for User 1 to 75 seconds and this did not fix it.
Thoughts?
Ring group A - User 1 - Forward to ring group B if no answer within 7 seconds
Ring group B - User 1, User 2, User 3 - Forward to ring group C if no answer within 17 seconds
Ring group C - User 1, User 2, User 3, User 4, User 5, User 6 - If no answer in 20 seconds, send to an general mailbox extension that forwards a voicemail to the users email
It was reported to us that when people called in they are getting the message "I'm sorry, this mailbox has not yet been setup by this subscriber..." The problem is that we can call the general voicemail and it works fine. If I set Ring group A to go directly to voicemail if no answer, it works. If we step that up and have it go to voicemail after Ring Group B, it fails.
So for example, this works...
Ring group A - User 1- Send to an general mailbox extension that forwards a voicemail to the users email
But this does not...
Ring group A - User 1 - Forward to ring group B if no answer within 7 seconds
Ring group B - User 1 - If no answer in 20 seconds, send to an general mailbox extension that forwards a voicemail to the users email
My first thought was that maybe the voicemail timeout for user 1 was shorter than the timeouts combined for the ring groups so we increased the timeout for User 1 to 75 seconds and this did not fix it.
Thoughts?