Phone Not Ringing And Calls Go To Voicemail

[isskyle]

Just added a phone to the sytem and when you attempt to call the phone it doesn't ring but seems to be timing out then going to voicemail. It will do this wether you try and call the main number or the extension with it's direct dial number.

Phone is a Yealink SIP-T46S and shows registered and online with a current firmware. Forwarding rules are set to forward to voicemail after 20 seconds for internal and external. There is a inbound rule for the main number to forward to the extension. The main line and extension it's self are set to specific hours of 7 days a week 8am to 5pm.

Image attached of what I get when I attempt to call the direct dial number for the phone from my cell phone.

Thanks.

 

[leejor]

Could the line be set to DND? What does the 3CX Activity Log show for a call? Do internal calls to the extension behave the same way?

 

[isskyle]

Could the line be set to DND? What does the 3CX Activity Log show for a call? Do internal calls to the extension behave the same way?

Double checked and phone is not set to DND. Internal and extral calls are just going to the voicemail. The log shows going to IVR (8000) for 15 seconds then 3CX Operator (0000) Not Answered then to VMail (0000) 4 seconds.

 

[JohnS_3CX]

Hi @isskyle

If you ring an extension and it goes to an IVR there is certainly some forwarding taking place.

If you want to check your phone's health, reset it, create a new extension without changing anything, and assign it to that extension. When you ring it directly it should work normally.

For the specific extension in question, I would focus more on my Statuses and how they are set up to forward what to where and when. Why not remove the phone from the extension and log in the webclient to see what happens?

 

[leejor]

I would check the incoming trunk options. Is the call supposed to follow a DID rule, or a "general" rule that sends all calls from that trunk group to that one extension, or so you expect it to?
If it is a DID, then perhaps the incoming DID number does not match your rule 9exactly) and the call is following the "catch all" rule for that trunk group.

 

[isskyle]

The main number is set to go to the ring group that hits all the phones. If I call that main number I get nothing. If I actually call that ring group extension it does ring them all. I get the same on the usr phone, goes to voicemail if calling the direct dial number but seems to work just fine calling the extension.

 

[isskyle]

I would check the incoming trunk options. Is the call supposed to follow a DID rule, or a "general" rule that sends all calls from that trunk group to that one extension, or so you expect it to?
If it is a DID, then perhaps the incoming DID number does not match your rule 9exactly) and the call is following the "catch all" rule for that trunk group.

For the trunk it's set to route call to extension XXXX which is the ring group to hit all the phones. Outside of office hours is set to go to the auto attendany which I don't have office hours set for the trunk or the extnesions it rings.

 

[leejor]

Check the 3CX Activity Log after doing a test call to the main number. That will show if 3CX is receiving the call, and where it is routing.

 

[isskyle]

Check the 3CX Activity Log after doing a test call to the main number. That will show if 3CX is receiving the call, and where it is routing.

When i try to call i don't hear any ringing on my end it's just silence then ends up saying record your message.It's shows this IVR 15 seconds, VMail 3 seconds, and 3CX Operator Not Answered.

 

[leejor]

Does the Activity Log show the call attempting to route to the Ring Group, or does it go direct to the IVR? If that's the case. then, I would review the inbound rules for the trunk. Somewhere, 3CX is being instructed to route calls that way.

You might want to start fresh, with the trunk, in the event there are conflicting rules for the calls.

 

[isskyle]

The call will first hit IVR, then to 3CX Operator then to VMail never tries to hit the ring group. I've attached a screen shot of it from me just now trying to call from my cell phone. Thinking I might need to just start over at this point.

 

[JohnS_3CX]

Hi @isskyle,

Before anything else, you should use the webclient mode to test the extensions first:


While logged in with Web Client mode selected, can your extension take an internal call?

 

[isskyle]

Extension to extenion and extension to the ring group extenison worked with no issues within the web client. Tried to call the main number that hits the ring group from the Web client and mobile app and still hits the voicemail so must be something messed up with the forwarding of that main number to the ring group.

 

[AWS2P]

what is extension number of your RG ?
What have you set in trunk and / or inbound rules for flow routes?
can you give us a screen copy ?

 

[YiannisH_3CX]

Hello @isskyle

Since direct calls work and the extension rings the issue seems to be with the routing of the call coming from the trunk. At this point i would recommend making sure that the format of the number coming from the provider matches the format of your DIDs.
For example if the provider is sending the number as 123456789 and your DID is formatted as 00123456789 then the call will follow the main trunk number destination and not the Inbound rule.
Also check what is the destination of the main trunk number under the trunk settings and see if it matches the destination calls take when the call arrives at the PBX.