Ring Group Skipping User

[rgruber]

Hi all, hope everyone doing well. Have a reoccurring problem again. I ended up fixing it by deleting the extension/user, but I can't keep doing it. She is receptionist level and more complicated than a traditional user. Please see below.

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 16.0.5.619 and our phones are running the latest yealink firmware. It has been working great until yesterday around lunch. All users are set to available. Thanks.

Previous post
https://www.3cx.com/community/threads/ring-group-skipping-user.72091/#post-321692

 

[leejor]

If you are able to replicate this, (see if the behaviour is different between internal and external callers), then check the 3CX Activity Log right after it happens. That should show if there was an attempt to "contact" that extension, and, if so, what the status of the extension was, at the time. The status may explain why he set did not ring, then you'd have to discover why the set was that way.

 

[rgruber]

Yes, we have check before and its giving the same error as before:

06/22/2020 11:03:22 AM - Leg L:1486.2[Extn:201] is terminated: Cause: 480 Temporarily not available/INVITE from 10.0.1.103:5060

Extension 201 is the one its skipping and ringing 202. 200 is the main one, which this happens when she goes to lunch. It has been fine for a couple months and just started happening again.

Internally, it just is going to the main receptionist VM when you call.

 

[leejor]

Have you tried replacing the set, swapping sets?

 

[rgruber]

I did not swap sets yet, I formatted it before, which didn't do anything. It wasn't until I deleted the whole extension and waited 1 hour did it work. Then I created the extension again and added to ring group. I also took the extension out of the ring group recently, I'm going to wait an hour or two and then add it again. See if that maybe helps.

 

[leejor]

Something, (a set condition, a set feature?) on the set is causing it to respond with the message...

480 Temporarily not available/INVITE from 10.0.1.103:5060

Does a call, direct to the extension, right after this failure, go through?

What type of sets is this?

 

[rgruber]

I'm not aware of anything special unless its in the template. The only thing we suppress is the 3CX logo flashing. It has side cars too, those are all programmed. The only other thing is shared parking buttons. Yes it does, we have seen no issues making or receiving calls after or before. Its a Yealink T48S.

 

[leejor]

Could the set user have attempted to do call forwarding, using functions on the set, rather than 3CX forwarding, at some point?

If you create a new (test) ring group, with just this one extension (or maybe a second as well), then route calls to it (after hours, of course), does the same thing happen? Does it make a difference if it is set as ring all, or prioritized hunt?

 

[rgruber]

I will try the suggestions and let you know, I know before we did something similar, just don't remember what the outcome was. It must have not changed anything since I ended up deleting the extension, which ultimately solved the problem, this is just annoying. I wiped the phone and it didn't change anything before. This happened when we were working from home and she was answering from home. She was using Windows App and it would still skip her, so I don't think it had anything to do with the desk phone. I just don't know if there are any settings for the user specifically somewhere.

 

[JohnS_3CX]

Ask the user if they are calling any codes to set DND.

1. When the problem happens as you describe it, can the problematic extension receive calls from other extensions if they call it directly?

2. What if you log the problematic user in via webclient and disconnect the deskphone? Will their extension ring?

 

[rgruber]

I ended up taking the user out of the ring group yesterday and I just put her back in a few minutes ago and its working. Very strange.

 

[leejor]

If it stops working again, ask the user, what they did, on the set (use of features, forwarding, answerd a call, etc.), just before.

 

[rgruber]

Yeah, I will, but the answer is always the same. I didn't do anything.

 

[leejor]

Nobody want to be "blamed" for breaking something, so when asked..."what did you do?", the answer is usually..."nothing!". And, that may be the case, but if it stops after, say, a blind transfer, then you can establish a pattern, and perhaps the reason for it happening.

 

[rgruber]

Yes, for sure. Thank you.