Ring Group timeout

[steady74]

We are running v12.5 on a customer site. There are two ring groups setup, primary and secondary. The system is setup to ring the primary ring group for 15 seconds, then the secondary ring group for 15 seconds and then redirect to voicemail if not picked up.

However, the first ring group will ring for 15 seconds but the second ring group will only ring for approx. 2 seconds before redirecting to voicemail. I cannot find any global settings which might be overriding the ring group settings.

Can anyone offer any suggestions why this might be happening? Thank you in advance.

 

[leejor]

Check the 3CX Server Log to see if there is an indication of why it transfers so quickly.

Did this behave differently (correctly) previously?

 

[steady74]

Thanks for replying. These are new ring groups recently setup but have never worked properly.

I have checked the logs and can see the first ring group ringing for 15 seconds as expected. It then transfers to the second ring group but all the extensions in the second ring group then record a 487 Request Terminated error. Here is a snippet from the logs. Any advice would be much appreciated.

08-Mar-2016 21:13:01.577 Leg L:726.6[Extn] is terminated: Cause: 487 Request Terminated/INVITE from 192.168.0.62:5062
08-Mar-2016 21:13:01.567 [CM503003]: Call(C:726): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 192.168.0.62:5062
08-Mar-2016 21:13:01.567 Leg L:726.5[Extn] is terminated: Cause: 487 Request Terminated/INVITE from 192.168.0.40:5062
08-Mar-2016 21:13:01.558 [CM503003]: Call(C:726): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 192.168.0.40:5062
08-Mar-2016 21:13:01.477 [CM503025]: Call(C:726): Calling T:RingAll:86@[Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062] for L:726.1[Line:90001<<anonymous]
08-Mar-2016 21:13:01.466 [CM503025]: Call(C:726): Calling T:RingAll:86@[Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062] for L:726.1[Line:90001<<anonymous]
08-Mar-2016 21:13:01.405 [CM503005]: Call(C:726): Forwarding: T:RingAll:86@[Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062]
08-Mar-2016 21:13:01.403 L:726.1[Line:90001<<anonymous] forwards call from RingAll:81 to RingAll:86 based on rule
08-Mar-2016 21:13:01.402 L:726.1[Line:90001<<anonymous] failed to reach RingAll:81, reason No Answer
08-Mar-2016 21:12:46.374 [CM503025]: Call(C:726): Calling T:RingAll:81@[Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062] for L:726.1[Line:90001<<anonymous]
08-Mar-2016 21:12:46.363 [CM503025]: Call(C:726): Calling T:RingAll:81@[Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5062] for L:726.1[Line:90001<<anonymous]

 

[leejor]

It would appear that (perhaps) two devices are causing that second RG call to end early, they are IP's 192.168.0.40:5062 and 192.168.0.62:5062.

The second one belongs to Ext 24, the first doesn't appear in the list of extensions in either RG.

I would track down who has 192.168.0.40 and what options/features could cause ext 24 to answer the call? You might try removing Ext 24 from the second ring group to see if that corrects the issue, then concentrate on why it is ending the call prematurely.