Solved Single extension cannot dial one other extension only

[bmfid]

Hello,

We have been presented with the following scenario on one of the systems we manage:

x. 2015 calls x. 2023 -> straight to voicemail.
x 2023 calls x.2015 -> works as expected.

x.2015 can call all other extensions.
x.2023 can receive calls from all other extensions.

We have inspected outbound rules, call forwarding rules for 2023, exception rules for 2023 with nothing found awry.

Call is terminating with a 480 Temp unavailable message specifying the client lan public IP (All phones are STUN to public interface of phone system) - I cant seem to glean anything else from the logs. The internal phone log itself is not showing the missed call so it's not making it past the 3cx system.

Assumed it was a local outing issue at client sight, but have registered affected extensions to mobile apps offsite and testing yeilds the same results

Where else would there be a routing rule or setting that would cause this?

Any advice greatly appreciated

 

[AWS2P]

put your logs to verbose and see if interesting details help.
which brand and phone model do you use?
search in 2015 or 2023 phone if some internal forwarding is used.
No blacklist number in PBX ?

 

[Saqqara]

Check ext 2023 phone, to see if the user has blocked ext 2015.

You probably need to access the phone webfront end

 

[JohnS_3CX]

As @Saqqara alluded, the destination extension probably blocked the caller from their device.

A very quick way to check is to have the same extensions call each other while they are both on the webclient and see if the call works. No need to mess with outgoing rules or forwarding settings in this case.

 

[bmfid]

Thanks everyone - Fanvil X4 is the handset - had looked into the phone front end yesterday but when I didnt see the call in the phone logs at all I went back to looking in the pbx (no block settings there)

Did some digging this morning and found 2015 in the phone web panels blacklist. (Phone Book -> Blacklist)

Appreciate the assistance!

 

[JohnS_3CX]

Glad to hear it was resolved!