Random incomming calls directed voicemail...

[David Searles]

Hi,

I've been having this strange issue with a couple of separate 3CX instances...

Random incoming calls are being sent directly to voicemail. In both instances, incoming calls are routed to a ring group - should that ring group not answer the call, it's then sent to VM.

We are having the odd call that is going directly to voicemail, none of the phones in the ring groups ring, so can't accept the call.

We've only noticed once we received the new voicemail notification email.

There is nothing of interest in the activity logs (I've since switched on Verbose, but the issue is very random) and the call logs show the call being router to VM?

Anyone else had anything like this?

Thanks,

 

[Alphabetic]

If you want to queue calls you should use queues.

If ring group is set to ring all then all EXT are busy ringing (a second call to the group), they will go to next action for busy.

 

[leejor]

You would have to confirm, using the 3CX Activity Log, the status of all of the sets in the Ring Group, when one of these calls comes in. If, as @kieferschild says, all of the sets show as engaged, then the call will go to the next destination.

 

[David Searles]

Hi - thanks for pointing me in the right direction guys - obvious really, but I never considered it as it's not really the busiest of environments that are being affected. Checking the call logs, it does show that there are two calls coming in at pretty much exactly the same time...

I'll look at the queue options

 

[leejor]

If it works for you, at that location , and you want to retain a Ring Group, you might consider sequential ringing rather than ring all. Then, in most cases, all sets wont be engaged at the same time because all sets won't be ringing during an incoming call. . An alternative would moving to a Queue.