Routing to "Voicemail Box" fails with "Cancelled" prompt

[Alphabetic]

Version 20.0 Update 8 (Build 1121 Release)

This is a 2SC license.

I have my RG set up to the following:





When I call the RG and it goes to DNA, I get a prompt with "cancelled" and the call is disconnected.

I get the same problem when I set DNA to an IVR.



Any ideas why?

 

[Alphabetic]

Weirdly enough, I have 4 other RGs set up the exact same way and only 1 of them is routing correctly.

The only difference is that the RG that works has an extension in that isnt registered so it goes straight to DNA.

 

[Alphabetic]

Just an update on this...

I ended up using Bin Log Viewer.

And whilst Im absolutely not good at using this tool, I did find the following record:



This pointed me in the direction of extension 205 which is disabled from 365 sync.

Removing this disabled extension allows the RG to go to the voicemail box of the RG.

Surely this cant be design? This would be a PITA if this was a big install and 205 was in multiple RGs.

I then changed the DNA routing to a users VM, another RG, external number and the outcome is the same with this disabled extension in the RG.

Additional question:

The BLV showed me the polling of each extension, but at which point in the logs where it fails does it indicate to me why?

As far as I can see, this is the "end" of the call - is this line telling me that the cancellation reason is because of 206?

 

[SteveITS]

Are there other extensions in the RG besides 205?

It reads like 205 is “answering” and rejecting the call.

 

[Alphabetic]

yeah theres a few "available" extensions in the RG too.

205 was disabled from 365 sync.

 

[Alphabetic]

I can reproduce the scenario on our inhouse 3CX too. Just add an extension to a RG that is disabled. Doesnt happen on queues.

 

[SteveITS]

Hmm, this reminds me of Idea https://www.3cx.com/community/threads/show-the-group-of-a-user.125091/.

Typically if an employee leaves a company we'd Clear the extension but I could see where someone would disable it for a while to retain voicemails, etc.

 

[Alphabetic]

Youd have though the routing would honour the group and not the extensions in it.