Solved Ring Group Issues (routing, voice mail, recorded message I never set)

[TLCtech]

• 3CX Version, e.g. Standard Annual 16.0.9
• Server OS, Raspberry Pi 4
• 3cx hosted locally
• Provisioning Method: Local
• Trunk Provider: Call Centric
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

So I set up a ring group for two people in my office. I set it to prioritize them, so one could mark themselves away and it will ring the other.
What is happening is... different.

When I call in from outside, it seems to priorities ok, but sometimes I get a message saying that "no one is available. Please try again. Message number 1004". I never set that up.

And when it allows people to leave a voice mail, it leaves it somewhere we cant find. It isn't leaving it in either box in the group, and esp not the box I listed.

Attached are screen shots of the ring group rules


as well as the SIP



and inbound rules.


What can I do to fix this and where are the voicemails going? Is there a way for me to check other's VMs as the admin?

 

[TLCtech]

Update: I deleted the ring group, and remade it. So far everything is working. But it was when I set it up too.

 

[ChrisC_3CX]

"no one is available. Please try again. Message number 1004"

This does not sound like a 3CX message, are you able to reproduce the issue by calling the ring group from an internal extension too?

What can I do to fix this and where are the voicemails going? Is there a way for me to check other's VMs as the admin?

For this you might want to also check extension's 10 voicemail settings. It may be that it is set to something like, "send as attachment and delete from vmbox"
You can check these settings under "Extensions >> Edit >> Voicemail"

If the issue persists, you might want to dig deeper by enabling Verbose Logging in Dashboard >> Activity Log >> Settings, and then, once the issue re-occurs, check what happened to the call by reviewing it in the "Activity Log".

Note: You can use the "Filter" button above to filter what calls you are looking at.

 

[TLCtech]

This does not sound like a 3CX message, are you able to reproduce the issue by calling the ring group from an internal extension too?


For this you might want to also check extension's 10 voicemail settings. It may be that it is set to something like, "send as attachment and delete from vmbox"
You can check these settings under "Extensions >> Edit >> Voicemail"

If the issue persists, you might want to dig deeper by enabling Verbose Logging in Dashboard >> Activity Log >> Settings, and then, once the issue re-occurs, check what happened to the call by reviewing it in the "Activity Log".

Note: You can use the "Filter" button above to filter what calls you are looking at.

If I call from within a local extension, the ring group works fine. But I keep getting this error message when I call from outside.

 

[TLCtech]

VM settings are correct. I dont know why its doing that. That part seems to have stopped but VM settings get changed all the time.

The output from my verbose session:

06/22/2021 3:50:23 PM - [CM503025]: Call(C:61): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:61.1[Line:10000<<tel_number]

06/22/2021 3:50:23 PM - [CM503025]: Call(C:61): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:61.1[Line:10000<<tel_number]

06/22/2021 3:50:23 PM - [CM503025]: Call(C:61): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:61.1[Line:10000<<tel_number]

06/22/2021 3:50:23 PM - [Flow] Call(C:61): making call from L:61.1[Line:10000<<tel_number] to T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee]

06/22/2021 3:50:23 PM - [CM503027]: Call(C:61): From: Line:10000<<tel_number ("tel_number:Main line" <sip:[email protected]:5060>)  to  T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee]

06/22/2021 3:50:23 PM - [CM503004]: Call(C:61): Route 2: from L:61.1[Line:10000<<tel_number] to T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee]

06/22/2021 3:50:23 PM - [Flow] Call(C:61): making call from L:61.1[Line:10000<<tel_number] to T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa]

06/22/2021 3:50:23 PM - [CM503027]: Call(C:61): From: Line:10000<<tel_number ("tel_number:Main line" <sip:[email protected]:5060>)  to  T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa]

06/22/2021 3:50:23 PM - [CM503004]: Call(C:61): Route 1: from L:61.1[Line:10000<<tel_number] to T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa]

06/22/2021 3:50:23 PM - [Flow] Call(C:61): has built target endpoint: HuntGrp:84 for call from L:61.1[Line:10000<<tel_number]

06/22/2021 3:50:23 PM - [Flow] Target endpoint for 84 is HuntGrp:84

06/22/2021 3:48:42 PM - [CM503025]: Call(C:60): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:60.1[Line:10000<<tel_number]

06/22/2021 3:48:42 PM - [CM503025]: Call(C:60): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:60.1[Line:10000<<tel_number]

06/22/2021 3:48:42 PM - [CM503025]: Call(C:60): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:60.1[Line:10000<<tel_number]

06/22/2021 3:48:42 PM - [Flow] Call(C:60): making call from L:60.1[Line:10000<<tel_number] to T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee]

06/22/2021 3:48:42 PM - [CM503027]: Call(C:60): From: Line:10000<<tel_number ("Ivey, Bee:Main line" <sip:[email protected]:5060>)  to  T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee]

06/22/2021 3:48:42 PM - [CM503004]: Call(C:60): Route 2: from L:60.1[Line:10000<<tel_number] to T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee]

06/22/2021 3:48:42 PM - [Flow] Call(C:60): making call from L:60.1[Line:10000<<tel_number] to T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa]

06/22/2021 3:48:42 PM - [CM503027]: Call(C:60): From: Line:10000<<tel_number ("Ivey, Bee:Main line" <sip:[email protected]:5060>)  to  T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa]

06/22/2021 3:48:42 PM - [CM503004]: Call(C:60): Route 1: from L:60.1[Line:10000<<tel_number] to T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa]

06/22/2021 3:48:42 PM - [Flow] Call(C:60): has built target endpoint: HuntGrp:84 for call from L:60.1[Line:10000<<tel_number]

06/22/2021 3:48:42 PM - [Flow] Target endpoint for 84 is HuntGrp:84

06/22/2021 3:45:38 PM - [CM503025]: Call(C:58): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee] for L:58.1[Extn:98]

06/22/2021 3:45:38 PM - [CM503025]: Call(C:58): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee] for L:58.1[Extn:98]

06/22/2021 3:45:08 PM - [CM503025]: Call(C:58): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:58.1[Extn:98]

06/22/2021 3:45:08 PM - [CM503025]: Call(C:58): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:58.1[Extn:98]

06/22/2021 3:45:08 PM - [CM503025]: Call(C:58): Calling T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa] for L:58.1[Extn:98]

06/22/2021 3:45:08 PM - [CM503027]: Call(C:58): From: Extn:98 ("Bee Ivey" <sip:[email protected]:0>)  to  T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee]

06/22/2021 3:45:08 PM - [CM503004]: Call(C:58): Route 2: from L:58.1[Extn:98] to T:HuntGrp:84@[Dev:sip:[email protected]:5483;rinstance=764086d7c3fed8fa,Dev:sip:[email protected]:5063;rinstance=31c518351754dbee]

06/22/2021 3:45:08 PM - [CM503027]: Call(C:58): From: Extn:98 ("Bee Ivey" <sip:[email protected]:0>)  to  T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa]

06/22/2021 3:45:08 PM - [CM503004]: Call(C:58): Route 1: from L:58.1[Extn:98] to T:HuntGrp:84@[Dev:sip:[email protected]:5063;rinstance=65e6c6e6e979a916,Dev:sip:[email protected]:50319;rinstance=0-6ecd51621f1c41f8829fabc7c337fc39;ob,Dev:sip:[email protected]:5483;rinstance=41a4f557dd6b8bfa]

06/22/2021 3:45:08 PM - [Flow] Call(C:58): has built target endpoint: HuntGrp:84 for call from L:58.1[Extn:98]

06/22/2021 3:45:08 PM - [Flow] Target endpoint for 84 is HuntGrp:84

 

[ChrisC_3CX]

@TLCtech

Note: I've edited your last reply due to it containing sensitive information.

Do the logs you provided contain a case where you heard the "Please try again" message?

Also, as a quick test, check if any of the extensions are forwarding calls to an external number when in Away or DND profile status. If they are, it may be that the call is being forwarded outward, fails and then what you hear is the failed message for that outbound call. You can prevent ring group and call queue calls from being forwarded outward by going to Settings >> General and disable the "Allow forwarding to external numbers in Ring Groups..." option. You might want to consider disabling this temporarily in order to determine if this is the case.

 

[TLCtech]

@TLCtech

Note: I've edited your last reply due to it containing sensitive information.

Do the logs you provided contain a case where you heard the "Please try again" message?

Also, as a quick test, check if any of the extensions are forwarding calls to an external number when in Away or DND profile status. If they are, it may be that the call is being forwarded outward, fails and then what you hear is the failed message for that outbound call. You can prevent ring group and call queue calls from being forwarded outward by going to Settings >> General and disable the "Allow forwarding to external numbers in Ring Groups..." option. You might want to consider disabling this temporarily in order to determine if this is the case.

Thanks, I thought I caught everything. I think I did in this reply.

I did turn that setting off, and it still isnt working

I call in, ext 10 gets it, it rings for 30 seconds, then the 1004. My last reply should have that error, but I know this one does.

Once ext 10 goes to AWAY, it forwards just fine. But When active, it goes to an error message.

I have attached them this time as they are too big for the reply I guess.

Could this be my SIP for some reason? They have a 1004 message, but I dont understand why 3cx is sending calls back to the sip?

On the Callcentric site:

Code: 1004
Message: The person you are trying to reach is currently unavailable. Please try your call again later. Message one-thousand four.
Solution: Incoming calls may not be connecting properly to your UA (user agent) . If you believe your UA is the problem please open a trouble ticket. You may also add voicemail to your account at anytime to have all incoming calls go to voicemail.

Ive put in a ticket for this.

 

[TLCtech]

Turns out that was the issue. Callcentric was set to disconnect the call when no one answers for 30 seconds. I changed that to 60 and seems to be working fine.

 

[ChrisC_3CX]

Turns out that was the issue. Callcentric was set to disconnect the call when no one answers for 30 seconds. I changed that to 60 and seems to be working fine.

Excellent! Glad to see you managed to identify the cause and resolve the issue!

Please feel free to start a new thread should you require additional assistance or information.