Reception extension can't ring specific extension, always goes to a ring group, but works for everyone else

[Matt-H]

I have a very strange situation. Everyone in the company can call extension 431, except our Reception extension (400). Each time reception attempts to call or transfer a call to this extension (431), it is redirected to a ring group. I think I recall this extension being a DID at one stage of the ring group, but that is no longer the case. I have checked all the usual suspects:

1. The phone isn't set to DND or Away mode, or any other mode other than Available.
2. There are no Exceptions that are configured on either the Reception number (400) or extension 431.
3. I have wiped the phone and reprovisioned it.
4. I have sent a firmware update request.
5. I have physically restarted the phone.
6. Removed the DID and saved settings.
7. Re-added the DID and save settings.
8. Logged onto the phone and checked every setting (it's a Fanvil X6U handset).
9. I have added the reception number 400 to the whitelist of 431 and vice versa, though 431 has no issue calling 400.

I should mention that the Available mode is set to forward all calls, both internal and external to the same ring group from 431 after 10 seconds, but despite these calls from the Reception extension, it will always immediately forwarded to the ring group, whereas for all other extension this only happens after the 10 seconds has expired.

Would really appreciate any help to resolve this issue.

 

[Alphabetic]

Run a call report and see if that tells you any more information.

 

[SweetAction]

Does Verbose mode shed any light?

 

[Matt-H]

I did a call report as suggested and noticed that it says, "Busy, forwarded to RG ***** (806)", but it wasn't busy!! The ones where it appears to be failing are the ones where it is saying the extension was busy, but as mentioned it wasn't.

Thanks for you both, for your responses, much appreciated. I am keen to get to the bottom of this.

 

[OlegR_3CX]

Do you have Ring group sending the call to another ring group, and those ring group have the same users?
You can try and change Ring group to Queue, and add those users in there to see how it goes.

 

[Matt-H]

Thanks for your reply. The extension 431 has a forward rule to a ring group if not answered after 10 seconds. Extension 400 is our reception phone which is the only phone unable to call the extension 431. When they attempt to call 431 in the logs it says, "Busy, forward to RG <Name of the group> (806)". If anyone else tries to call 431, and providing the user isn't busy it rings at their phone., but as I mention when reception dials this extension it goes straight to the ring group and I don't understand why.

Thank you for your help.

 

[OlegR_3CX]

Extension 400 is our reception phone which is the only phone unable to call the extension 431

At first check the settings of the user 431, and go to the Forwarding rules >> Exceptions
Do you have any rules in there?

 

[Matt-H]

No exceptions sorry, this is one of the first things I checked and is also why this is confusing.

 

[OlegR_3CX]

Sounds very odd, and you are saying that anyone else in the system but not 400 can call 431 without any issue at any time or only in a specific event?

 

[Matt-H]

Exactly. If I or anyone else, other than extension 400 called 431, it rings and can be answered. If it isn't answered within 10 seconds it is then forwarded to the ring group. If 400 rings 431, it is immediate diverted to the ring group without ever ringing on extension 431.

 

[Jaydan]

Exactly. If I or anyone else, other than extension 400 called 431, it rings and can be answered. If it isn't answered within 10 seconds it is then forwarded to the ring group. If 400 rings 431, it is immediate diverted to the ring group without ever ringing on extension 431.

Not sure if it's related but, I had a user 3 days just stop working all together (Unable to receive ANY calls internal or external) with no configuration changes being made. My solution to get them back up and running ASAP, was to:
1. Export affected extension to csv.
2. Delete affected extension in the admin console.
3. Import affected user extension (Exact same user details).
4. Reprovision IP Phone.
The new extension has been working fine ever since. I was unable to pinpoint the cause.

 

[OlegR_3CX]

Exactly. If I or anyone else, other than extension 400 called 431, it rings and can be answered. If it isn't answered within 10 seconds it is then forwarded to the ring group. If 400 rings 431, it is immediate diverted to the ring group without ever ringing on extension 431.

Indeed, this is not common. If you wish you can try the above, as i am out of the ideas, and at this point i would suggest opening a ticket so we can check the logs and see in details what is the issue there.

 

[Matt-H]

Thank you everyone. I will give Jaydan's suggestion a try first.

 

[OlegR_3CX]

Great, let us know how it goes.