Solved Ring Group Skipping User

[rgruber]

Hello, hope all are staying safe and healthy. I have a weird thing happening that started yesterday. I have a ring group set up with 4 people in it. When the main line rings it comes to the main receptionist, if she is busy or do not disturb, it forwards to ring group. I have the 4 people listed in order. What is happening is the first person in the ring/hunt group is getting skipped even if she is available. When the main receptionist puts herself in DND that is when it skips the first person and rings the second person in group. Everything has been set for over a year and no settings have been changed. We are fairly current on firmware, running 16.0.4.504 and our phones are running the latest yealink firmware. A couple weeks ago we started work from home so these individuals have been working away from the office using windows clients. It has been working great until yesterday around lunch. All users are set to available. Thanks.

 

[Alphabetic]

If you reorder, does it always skip first?

Restart PBX and see.

or turn on verbose logging, replicate the problem and review the logs with 3CX Log Viewer.

 

[Saqqara]

As above,

Also check 'Accept calls from Ring Groups' is ticked under Forwarding Rules for the extension in 3CX management console.

If you create a temp ring group with extension 201 in, and ring the group from another phone does the ext 201 ring

 

[rgruber]

I did restart PBX already. If I change the order it does not skip that first person. It shows that first extension as "Terminated" or "Got Terminated"

 

[rgruber]

I created the temp ring group and its saying its "busy here" on my phone or 3cx IOS app. If I add an action if its busy and send to my cell, it forwards to my cell.

 

[Saqqara]

Have you check the status of the extension - Management Console - Extensions , select the ext and click on 'Status' tab (along the top). Normally it should be Available If not , then compare the forwarding rules.

Depending on the phone, have you check if any ext , groups have been blacklisted on the phone itself.

 

[rgruber]

Saqqara
Do you want me to post the log detail?

 

[rgruber]

It is set to normal under status. Forwarding rules look good too, matches everyone else in group. No blacklisting on phone, however, it shows all my calls as missed in the yealink phone under Directory, Phone Call Info, Missed call section.

 

[rgruber]

Anyone have any other ideas?

 

[craigreilly]

If not mentioned yet - try Factory Resetting the phone and reprovisioning.

 

[rgruber]

Ok, thanks. I will try that and post results. Thanks.

 

[rgruber]

The phone reset didnt work. I ended up deleting the extension and that ended up working. Thanks for your help

 

[AWS2P]

did you already tried to create a new RG and set extensions in?

 

[cobaltit]

The op did.. post 5 in this thread.

 

[rgruber]

Yes, it was still skipping in new ring group

 

[JohnS_3CX]

Hi,

Please unplug the phone of the person being skipped.

Then, log in the webclient with this same extension and have someone call the ring group again.

I expect the extension will ring now.

 

[rgruber]

Hi John, I had performed those steps and it did not ring. I have a solution or work around. I ended up deleting the extension, waiting an hour and then recreated. I also removed any inbound polices with the users name. When I recreated the extension and put it back into the ring group, it is now working. Thanks.

 

[JohnS_3CX]

Glad to hear it was resolved! Since recreating it works, I would guess the extension was either sending the call elsewhere or perhaps someone dialled the old DND code which is now deprecated.