Question about ring groups

[GVB]

Hello,

An employee of one of our sites called me and said she couldn't reach a number that's part of our 3CX installation.
(She just got the 'hang up' message on the display)

The currect situation is the following:

The external number forwards to extention 400
If 400 is not answering/busy/unregistered it forwards to a ring group (502) configured as ring all with members 401-409

400 did not have the multiple calls option tagged in 3CX.

Now I'm wondering what happends in these situations.

400 is busy > will the forward still happen if the allow multiple calls is not enabled?
401 is busy by a forward by ring group > will this still forward the 400 calls to 402,403 etc? or is there only 1 active ring group possible?

I saw a lot of unanswered calls in the log while there are people overthere that's why I'm asking

 

[YiannisH_3CX]

Hello @GVB

If the phone is setup to forward calls on busy or unregistered to a ring group then the calls should be forwarded if the extension is Available and busy or not answering.
If the ring group is set to Ring All as the polling strategy and a call is waiting in the Ring group while another call comes on the second call will be forwarded to the destination if no answer of the Ring Group.

 

[GVB]

Yannis,

So you mean it will try to go back to 400 again if there is already a call group ringing?

But if 400 is busy the line will just close then?

I received another weirdness today.

A call comes in on 400
It gets forwarded to lets say 401
The user then want to forward to 400 and it doesn't work while the 400 phone is not in use.

It looks that the system still thinks 400 is the source phone of the current call or something.

 

[YiannisH_3CX]

So you mean it will try to go back to 400 again if there is already a call group ringing?

If that is the Destination if no answer of the ring group then yes it will go back to extension 400. But that would mean that you create a loop which will result in many missed calls in the system.

A call comes in on 400
It gets forwarded to lets say 401
The user then want to forward to 400 and it doesn't work while the 400 phone is not in use.

How does the call get forwarded? If the forwarding of the call is complete then extension 400 will be considered available and can receive a call back if necessary. The extension 400 is registered and available or is it used like a dummy extension?

 

[GVB]

1. I currently don't have a destination. Just an end call after 60 seconds but the call ended right away.

2. from what my colleague told me it was a manual forward from 400 > 401 and then a manual forward from 401 > 400 was attempted but didn't work.

400 is an actual phone and is the main number of that site, not a ring group.

 

[JohnS_3CX]

Hi GVB,

Best to send a screenshot of your entire forwarding rules section for EXT 400 because external calls and internal calls can have different forwarding rules.

 

[GVB]

sorry for the delay... here a screenshot from the phone and ring group.

 

[YiannisH_3CX]

A call comes in on 400
It gets forwarded to lets say 401
The user then want to forward to 400 and it doesn't work while the 400 phone is not in use.

It looks that the system still thinks 400 is the source phone of the current call or something.

Can you replicate this behaviour at will or was it a on time occurrence? If you can replicate it then please check that the extension is set to Available and not busy. Also check if the device is registered at the time of the call. Your forwarding rules and ring group settings look correct.