Skipping a Ring Group

[Alex Cooney]

Recently added a 4th phone extension (004) & handset to a business. Phone works for internal & external calls. New extension was added to Ring Group 3, along with an existing user (003) that was already there.
Call flow is set to ring each group for 15 seconds, then pass it on to a mobile if nobody answers in the office. So call flow is Ring Group 1 -> Ring Group 2 -> Ring Group 3 -> boss' mobile phone.
This was working when RG3 only had extension 003 in it. Since we added 004 to that same RG, it skips it completely - if the user in RG2 doesn't answer, it gioes straight to Boss' mobile. Have tried removing the new Extension, so the setup was the same as before, but still skips RG3.
Have removed & re-added extensions to the RG, as well as deleting & recreating the RG itself. No change
Confirmed all extensions set to 'Accept calls from Ring Groups'. All extensions are logged in, and logged into queue. No apparent settings different between extensions in first 2 ring groups & these ones.
Call log doesn't mention Ring Group 3. Just goes RG1 - RG2 - Mobile.

Any ideas?

 

[Alphabetic]

who is in RG 2?

 

[Alex Cooney]

who is in RG 2?

RG1 has only Ext 001. RG2 has only Ext 002. I'm going to try adding them both to RG1 in a prioritised Hunt setup, then add Ext 003 & 004 to RG2, see how that goes. But would still like to know why this current setup isn't working!

 

[SteveITS]

You mention a queue above but the Q is about ring groups…

Is 003 callable? What happens when you call RG3 directly? Increase the log verbosity and it should show why it’s routing where it is.

 

[Alex Cooney]

You mention a queue above but the Q is about ring groups…

Is 003 callable? What happens when you call RG3 directly? Increase the log verbosity and it should show why it’s routing where it is.

Sorry, I just meant the extension was logged in. And yes, calling 003 or 004 directly works fine
If the user dials 801 (the extension for Ring Group 2), it does ring Ext 004, but not Ext 003, even though they are both members, & it's set to 'Ring All'.

So I moved Ext 001 & 002 into Ring Group 1, as a prioritised Hunt. They still rang one after the other, as expected.

Ext 003 & 004 were put into Ring Group 2 (which was working previously), but were skipped completely, same as before.

So it appears to be an issue with extensions 003 and/or 004 - the call flow skips them & moves to the next step in the flow.

I'll try increasing the log detail & see what that tells me, and maybe deleting & recreating the extension & phone config. I also try all 4 extension in Ring Group 1, in a Prioritised Hunt, see if that works

 

[Alphabetic]

Does ext 003 have option to ring mobile at the same time enabled?

 

[Alex Cooney]

Well we finally got a resolution, of sorts:

• Set Ext 001 & 002 in Ring Group 1 as Prioritised Hunt
• Set Ext 003 & 004 in Ring Group 2, as Ring All (they wanted these two to ring at the same time)

It almost appears like the system was having trouble with more than 2 Ring Groups, or with more than 2 extensions in each Group, even though we have other sites running that setup with no issue.

Thanks everyone for their input, and hopefully it's stable from here on!