Ring my mobile simultaneously not working suddenly

[kylep87]

This has been set up on an extension for at least a year when the status is Available. Options Selected: Ring my mobile simultaneously, Accept multiple calls, Accept calls from Ring Groups, Accept Push Notifications. Internal Calls after 20 seconds forward to Voicemail. All other busy/timeout forward to Voicemail.

Prior to yesterday afternoon, when we called this extension, it rang the deskphone and dialed the mobile phone. If it wasn't answered in 20 seconds, it would go to 3cx voicemail. Now there's a 1/2 second deskphone ring and it goes to voicemail. We can see on 3cx that it looks like it's calling the mobile phone. The only time it hasn't happened in the past 26 hours is when the extension answered an external call. When the issue occurs, the event log states:
Call or Registration to xxxxxxxxxCell#@Ln.10008@SIPprovider) has failed. SIPprovider's IP replied: 500 Service Unavailable; from IP:SIPprovider's IP:xxxx

 

[leejor]

Only this one extension affected? The fact that it only has 1/2 ring then off to voicemail means either mobile has answered, an issue calling it, or a status problem with the set.
Try removing the ring my mobile option...does the set still go off to VM right away, after 1/2 ring? Try changing the ring my mobile destination number.

Is the behaviour different on calls from external numbers, and on internal calls?

 

[kylep87]

I got it to work with a band-aid. Now I have the Forwarding Rules set up as: Internal Calls- If I don't answer calls within 20 seconds. Forward internal calls to: Forward to Voicemail. All other Settings Are "Forward to Extension" and then the same extension is selected (instead of forward to voicemail).

What happens now is when you call that extension, it will ring the deskphone and then 3-4 times fail to call the mobile. Then it will successfully ring the mobile and deskphone. The deskphone will ring for 20 seconds and transfer to voicemail.

 

[kylep87]

Only this one extension affected? The fact that it only has 1/2 ring then off to voicemail means either mobile has answered, an issue calling it, or a status problem with the set.
Try removing the ring my mobile option...does the set still go off to VM right away, after 1/2 ring? Try changing the ring my mobile destination number.

Is the behaviour different on calls from external numbers, and on internal calls?

It was the only extension set up that way, but the user insisted they still wanted it to ring both. She set it up this way on her own extension a year ago. I was going to remove the ring my mobile it this morning since we couldn't fix it and no one could couldn't call the extension. I did try testing the mobile number and using a different cellphone with a different areacode and the same thing happened. I think the issue compounded that the setting is to go to voicemail if the line is busy or phone is unregistered, so it would go straight to voicemail when the call mobile ring wasn't working. See my "bandaid" above.

The extension doesn't really receive external calls. Just transfers, internal calls, and outbound. We have a main line and ring groups and this extension is in ring group 3. She was only able to answer a call when a call came in on the mainline and she intentionally answered a call while it was ringing in ring group 1 or 2.

 

[leejor]

I'm wondering if it is a sent caller ID issue insofar as it seems to be an internal origination issue. You might want to check and see if the "main" number is being sent to the forwarded destination , or if it is the extension number, causing your provider to reject (end) the call.

see...https://www.3cx.com/community/threads/ring-mobile-simultaneously-goes-straight-to-voicemail.71733/#post-319046

could it be the same issue?