Ring group only ringing 1 extension

[kclark]

Hello

I have a client that we have some issues with. We have the SIP trunk configured to ring RG1, if no one answers, RG2, if no one answers then it goes to RG3. Each of the ring groups has multiple extensions in it. The number the caller dialed is set as the Main Trunk Number under the SIP Trunks menu. No numbers are pointing to only one extension. The call log also only shows the extension that picked up. It doesn't show that a ring group was tried. Any ideas what could be happening, or would this be better to just open a support request?

 

[Charles_3CX]

Since you are a silver partner and the issue mentioned will require a Wireshark capture along the support info in verbose logging mode with the issue replicated, in order to check for you, then yes it is best to open a ticket with technical support.

 

[Saqqara]

If you call the ring group internally does the same thing happen ?

what is the status of the phones not ringing - available , dnd ?

 

[leejor]

Make use of the 3CX Activity Log to be certain that the incoming calls are actually routing to the ring group, as expected. If these are DIDs, be certain the calls are not taking a default trunk route, because the DID number does not exactly match a DID rule.

 

[kclark]

The issue seems to be random, so I don't really have a way of replicating to test if it happens internally. To my knowledge all phones would be on Available.

Im not certain on how to read the activity log. 'Contact', 'To', and 'From' all show the same internal extension. 'Call-ID' looks like a string of random characters.

The number that people are calling is the number that is assigned to the Main Trunk Number. Its not listed in an inbound route.

 

[Saqqara]

Remember, if the extension is busy, dnd the phone will not ring. calls on ring groups will only ring available users

 

[TelcomPBX]

FYI - Am having the same exact same issue only in my case only the first phone is ringing. It's not a prioritized hunt. I had it on V18.5 and just upgraded to V6. Same issue. I was able to watch on the webclient only the first extension blinked.