Provider message instead of 3CX

[renardi]

Just got my first DID today.

I have 3 C470IP phones in office. When the phones are turned on and you call the DID number the phones ring and all is well.

When they are turned off. There is no ring tone and the provider plays a system message... This also happens when you reject a call.

Normally the digital assistant should play a message saying that no one is available, witch it did when I tested from 1 extension to another.

When not answering a call this also happens (provider message) , unless you mark PBX delivers audio then 3CX plays a message like it normally should.


TIA,

Christophe.

20:27:12.474 [CM503020]: Normal call termination. Reason: Not available
20:27:12.474 [CM503016]: Call(63): Attempt to reach <sip:[email protected]:5060> failed. Reason: Temporarily Unavailable
20:27:12.474 [CM503003]: Call(63): Call to sip:[email protected] has failed; Cause: 480 Temporarily not available; from IP:192.168.140.184:5060
20:27:12.458 [CM503003]: Call(63): Call to sip:[email protected] has failed; Cause: 480 Temporarily not available; from IP:192.168.140.142:5060
20:27:08.537 [CM503003]: Call(63): Call to sip:[email protected] has failed; Cause: 486 Busy Here; from IP:192.168.140.183:5060
20:27:04.224 [CM503025]: Call(63): Calling RingAll800:102Ext.102101Ext.101100Ext.100@[Dev:sip:[email protected]:5060]
20:27:04.224 [CM503025]: Call(63): Calling RingAll800:102Ext.102101Ext.101100Ext.100@[Dev:sip:[email protected]:5060]
20:27:04.208 [CM503025]: Call(63): Calling RingAll800:102Ext.102101Ext.101100Ext.100@[Dev:sip:[email protected]:5060]
20:27:04.146 [CM503004]: Call(63): Route 1: RingAll800:102Ext.102101Ext.101100Ext.100@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060]
20:27:04.146 [CM505003]: Provider:[WeePee] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [weepee] PBX contact: [sip:[email protected]:5060]
20:27:04.130 [CM503001]: Call(63): Incoming call from 0475000000@(Ln.10004@WeePee) to <sip:[email protected]:5060>
20:27:04.083 [CM503012]: Inbound any hours rule (37720000) for 10004 forwards to DN:800

 

[abc123]

You dont have it set correctly in the inbound rules for the did/ring group.

You have the DID forward to ring group 800 which rings all extensions. But you have no rule in the extension what to do if they are all busy/not available or no one answers. It looks like you have "Destination if no answer" set to End Call as it doesnt seem to be trying to get to another extension (eg DA at 801).

 

[renardi]

You have the DID forward to ring group 800 which rings all extensions. But you have no rule in the extension what to do if they are all busy/not available or no one answers. It looks like you have "Destination if no answer" set to End Call as it doesnt seem to be trying to get to another extension (eg DA at 801).

All extensions in the ring group, when not answered or busy, are directed to a digital receptionist.
This works when calling from one extension to another, but not when recieved from DID number.

 

[renardi]

Forgot to mention : I'm using the free version

 

[abc123]

This doesnt work the way you are expecting it to work.

You expect it to work like this...
Call comes in on DID
Did forwards to ring group
Ring group tries to ring extension
Extension is busy or not answered, extension rules say forward to Digital Assistant.

But this is how it works in 3cx
Call comes in on Did
Did forwards to ring group
Ring group checks the phone status of each extension and if it is NOT busy then rings it
If not answer within the RING GROUP TIMEOUT setting then follow the NEXT RULE of the RING Group.

It has to work this way. If it worked your way and there were 3 extensions in the group with a ring all and none answered, which of the 3 rules would it use? What if there were 100 extensions?

So it has its own rules.

Just make the change at the bottom of the ring group rules.

 

[renardi]

The rule in the ring group says to connect to digital Receptionist after X seconds if there is no answer,
maybe that is the problem, cause rejecting a call and turned off extensions might not be classified that way?

 

[renardi]

Seems to happen only with ring group.

When inbound rule is set to DR or extension behaviour is as it should be.

 

[abc123]

Hi Christophe

The behavior is correct.

A DR will ring an extension if it has that option and it is a single extension so follows the extension rules. Ringing an extension is also a single extension and follows the extension rules. Ringing a Ring Group or Queue rings multiple extensions and so follows the ring group rules.

Did you understand my previous post about how it works? Change the setting in the ring group to forward it to the extension/DA you want to if there is no answer from the extensions.