Prioritized hunt is not working in 3cx

[5i3cxuser]

Hi All

We have 3cx installed running the latest version

we have encountered a problem where an existing hunt group is not working correctly - when users call the into the group and the priority is set to prioritized hunt the group call is skipped and it goes to overflow as intended, I cannot understand why it is skipping the hunt group entirely when it is set to prioritized hunt.

any help would be appreciated

Standard Annual
Version Number	16.0.641

 

[Alphabetic]

How many people are in the group and what is there availability at the time.

I would turn up your logging and gives those a read.

 

[5i3cxuser]

There are 5 users in the ring group and we have set all too available however on the prioritized hunt it always skips one user's extension, has there been any news on the latest update which may have caused this bug?

thanks for your help

 

[TBWD]

In the Extensions Forwarding=>Rules check to see if Accept calls from Ring Groups is checked.

 

[Saqqara]

Check the forwarding rules and make sure 'Accept calls from Ring Groups' is ticked

 

[5i3cxuser]

I have already checked this and it is enabled already

 

[Saqqara]

What does the activity log tell you, any info on why it does not ring these extension.

If you change the ring group to 'Ring All' does it work then

 

[5i3cxuser]

I have set it to ring all it works perfectly fine however when set to prioritized hunt it doesn't ring one extension in the ring group. the activity logs doesn't show anything

 

[Alphabetic]

Are you using supported phones with the default templates?

Does this problem still exist if you dial the RG internally?

 

[TBWD]

Standard Annual

Number of Simultaneous Calls 4 or more, if 4 than you may be exceeding your Number of Simultaneous Calls, check to see.

 

[5i3cxuser]

 

[Alphabetic]

Number of Simultaneous Calls 4 or more, if 4 than you are exceeding your Number of Simultaneous Calls

This is not correct. EXTs polled in a group or queue do not count

 

[5i3cxuser]

Are you using supported phones with the default templates?

Does this problem still exist if you dial the RG internally?

I have called the incoming RG internally however this is not working it goes to the overflow.

 

[Saqqara]

Can you check the status of the extension - within management console -> extension , select the ext and click on 'Status' along the top.

Then click the forwarding rules for that status to see if ' Accept calls from Ring Groups' is ticked.

 

[Saqqara]

Upgraded the firmware - select the phone under Phones and click on firmware icon

 

[5i3cxuser]

I have just checked the status it is set to available and logged in, I have attempted to upgrade the phone to a newer version however the phone is not upgrading, I think it has more to do with the hunt group setup rathe than the phone or Extention it is so odd.

 

[Alphabetic]

If you think it's the hunt group then create a new one and test - you'll find it isnt the group.

I suspect its the phone, firmware or template.

can you reset 2 phones, get them on the latest firmware supported by 3CX and use the default templates.

https://www.3cx.com/support/phone-firmwares/

 

[AWS2P]

did you try with another completely new extension added to RG to replace the one skipped?

 

[5i3cxuser]

Yes we have tried a new extension and this has made no difference, i haven't been able to upgrade the phone yet.

 

[AWS2P]

can you try with a new RG and same extensions, is it the rank the extension is which cause it to be skipped?
if you set skipped extension to ring first in RG , is it skipped anyway or is it the new last extension which is ?