One particular extension goes straight to voicemail on one other extension

[Mathias Maes]

Hello

We have an extension (106) that goes straight to voicemail when it calls to another specific extension (22). Extension 106 can call to all other extensions without problems. And extension 22 can call 106 perfectly fine.

How should I troubleshoot this, where to look?
The call log reports that 22 just didn't answer the call (but the phone never rings to begin with).
Both extensions are just normal extensions, no ring group, call queue.

Thanks for any guidance or tips.

 

[NicholasP_3CX]

Check if extension 22 has an exception for extension 106 and sends it to voicemail.

 

[Mathias Maes]

Thanks for your answer. But no, both extension 22 and 106 have no exceptions.

 

[NicholasP_3CX]

Are the 2 extensions on the same PBX? They have different extension lengths. Are they connecting over a bridge?

 

[NicholasP_3CX]

Also check if other extensions can call 22. The extension might be in DND.

 

[Mathias Maes]

The extensions are on the same PBX. 22 is actually 022. They are both connected on the LAN.
Other extensions can call 022 perfectly fine. Are there any more low level logs I can check?

 

[NicholasP_3CX]

Yes, you would need to put the PBX into verbose logging mode, then make the call again, and see the logs.

Generate the support info and see the log entries.

https://www.3cx.com/docs/3cx-log-viewer/

 

[SteveITS]

The call log reports that 22 just didn't answer the call (but the phone never rings to begin with)

Does the call go immediately to voicemail or does it wait for the (default 20 second) timeout? We have one similar case where the log shows and the caller hears the phone ring for 20 seconds but the callee does not receive a ring, just the missed call notification after the 20 seconds. They are using the iOS app. All other calls are fine.

We are trying to get them to delete and reinstall the app.