Simultaneous Calls - Can't hear a 2nd call coming in

[Wendykiller12]

Hi all, I am wondering if I can get some guidance please.

Our 3CX system (version 15) has a SIP trunk coming through a Patton to a Windows server. The users have reported that they don't hear a call when the 1st line is in use, therefore do not know that the phone is ringing. The SIP trunk has been configured with 2 simultaneous calls. Do I need to enable this anything? Any articles would be helpful too.

I'm not massively clued up with 3CX, so any help would be appreciated.

 

[YiannisH_3CX]

Hello @Wendykiller12

Can you please elaborate a little on your call flow? The call is coming in from the Patton. where does it go from there? Is it going to an extension or an IVR or a queue?