Only a single phone from a Group Call doesn't ring

[[email protected]]

Hi guys,

We've got a client with a 3CX system with a couple of Yealink Phones. Basically when someone tries to call their main phone number, it forwards the call to a Ring Group with all the extensions and all phones should ring simultaneously until someone answers the call.

The issue is that only a single phone/extension from the Ring Group is not ringing out.

I've tried reprovisioning the settings on the phone, even performed a factory reset of the phone and re-provisioned it again. The extension still doesn't ring.

Has anyone seen something similar before?

Thank you.

Dan

 

[Sergio Fernandez]

Hi

Are you using a Yealink by any chance, runnig firmware 53.84.0.35?

 

[Saqqara]

Does the phone ring normally if you dial it.

If you create a dummy ring group with this one extension, does it ring.

Is 'Accept calls from Ring Groups' ticked under forwarding rules for the phone.

Have you checked the activity log to see what is happening.

 

[StefanW]

or is it dect and you have to many devices on it and it cannot use all channels?

 

[[email protected]]

Hi

Are you using a Yealink by any chance, runnig firmware 53.84.0.35?

It's a Yealink SIP-T48S firmware 66.83.0.35.

 

[[email protected]]

Does the phone ring normally if you dial it.

If you create a dummy ring group with this one extension, does it ring.

Is 'Accept calls from Ring Groups' ticked under forwarding rules for the phone.

Have you checked the activity log to see what is happening.

Hey...haven't tried to create a test group yet. Client has gone home for the day, can't really test anything else.

Yes...Accept Calls from Ring Groups option is enabled.

Activity log didn't really point me anywhere.

I've scheduled a reboot to happen overnight on the 3CX server, just because...

 

[[email protected]]

or is it dect and you have to many devices on it and it cannot use all channels?

Not sure what you meant man....I'm new to 3CX, actually today was the first time I had to troubleshoot something...

 

[JohnS_3CX]

Hi Dan,

Log the user in via a webclient or desktop client.

Ensure they can ring when using the client.

Can you let us know if this worked before moving further to troubleshoot the phone?

 

[AWS2P]

StefanW wanted to know if you use DECT phones (like yealink w60B + W56P or Snom M325) , a base and handsets but, this is out of focus with T48S