Ring Groups & "Ring my mobile simultaneously"

[OwenC]

We seem to have an issue where when a User is set to "ring my mobile simultaneously", and that mobile is off (or in airplane mode, or presumably even out of signal), calls to Ring Groups that the user is a member of getting terminated in "You have dialled an incorrect number" regardless of the fact there are 2 other active users in the ring group. The mobiles in question have voicemail turned off on them (just in case that has any bearing on things).

This could be a misconfiguration on my side, I'm new to 3CX (having previously used FreePBX & Trixbox before that). Does anyone have any ideas on where to look to troubleshoot this?

In case it's of any importance - we're using the Hosted version, with Enterprise licences.

 

[leejor]

If the ring my mobile call is answered, then 3CX considers the call complete. This could be to a mobiles voicemail (but you say that is disabled) but in your case the recording indicates that something else is going on. Normally, if you call a mobile that has no voicemail and is unavailable, if you get a recording, and there should be no answer supervision.
What happens if you directly call the mobile that is turned off? What recording do you get? It should be something like "The mobile customer you are calling is unavailable or out of the area"

Does this happen with all of the mobiles?
Are they all using the same mobile provider?

Perhaps it is something that is setup incorrectly in the mobiles call forwarding options.

 

[Saqqara]

Why not install the 3CX application on the mobile devices , then you do not have to use 'ring my mobile simultaneously'

 

[OwenC]

If the ring my mobile call is answered, then 3CX considers the call complete. This could be to a mobiles voicemail (but you say that is disabled) but in your case the recording indicates that something else is going on. Normally, if you call a mobile that has no voicemail and is unavailable, if you get a recording, and there should be no answer supervision.
What happens if you directly call the mobile that is turned off? What recording do you get? It should be something like "The mobile customer you are calling is unavailable or out of the area"

Does this happen with all of the mobiles?
Are they all using the same mobile provider?

Perhaps it is something that is setup incorrectly in the mobiles call forwarding options.

When we call one of the mobiles while it's off (or in Airplane mode) there is an automated recording that the number cannot accept the call. As you've suggested, this must complete the call as if the agent had answered the call, so the issue is well and truly outside of 3CX for that one.

Thanks for the suggestions to troubleshoot this more.

 

[OwenC]

Why not install the 3CX application on the mobile devices , then you do not have to use 'ring my mobile simultaneously'

As simple as that sounds, I hadn't really considered it - mainly through ignorance (as we didn't have this option with the old system).

It should work well enough as we generally have 3G, 4G, 5G or WiFi coverage - and it'll keep the call logic set up really simple.

I'll give it a test and see how we get on.