Some call are randomly going to voicemail

[Song]

I have a basic setup for this customer.
Call come in and goes to a IVR. I setup the IVR to ring to a ring group which I assigned 6 people into that ring group. I set the timeout to 30 sec if no answer then goes to voicemail. So this is what the client is telling me. So a call come in. It goes to a IVR which greet them. "Thank you for calling xxx, please wait while we transfer you to the next agent". I set it 1 sec if no input it will transfer to ring group. So after the greeting it transfer them to the ring group. Inside the Ring group I set it to 30 sec rining if no one answer in that group it goes to voicemail. But for some reason some call are going to straight to voicemail instead of ringing for 30sec. How do i troubleshoot this. please advise.

 

[SteveITS]

Set the activity log to Medium and see what it says is the reason. Usually it would mean they are all on the phone or in away/DND.

 

[Song]

Set the activity log to Medium and see what it says is the reason. Usually it would mean they are all on the phone or in away/DND.

I was thinking of that also. But they say NO. only max 3 people is on the phone and their phone is never set to away or DND. They never hear any ringing and caller go straight to voicemail. So i set the activity log to medium. After this happen which log file I should look at to see what is going on?

 

[SteveITS]

Are you on v18? It's just in the activity log.

I did have one strange issue once, with a client we didn't set up, where the Vitelity SIP was set to connect to the 3CX server twice (by IP and hostname), which it happily did. The first call rang all the phones, and a few milliseconds later when the second call arrived the first call was disconnected, but all the phones were still "busy" from the first call. So from the caller's perspective it went right to voicemail but from the office's perspective it rang for a tenth of a second or so.

 

[Song]

Are you on v18? It's just in the activity log.

I did have one strange issue once, with a client we didn't set up, where the Vitelity SIP was set to connect to the 3CX server twice (by IP and hostname), which it happily did. The first call rang all the phones, and a few milliseconds later when the second call arrived the first call was disconnected, but all the phones were still "busy" from the first call. So from the caller's perspective it went right to voicemail but from the office's perspective it rang for a tenth of a second or so.

Yes, we are on v18. I see just the main activity log. thank you.. how did you resolve that strange issues you were having? did a reboot fixed it? or was it a provider issues?

 

[SteveITS]

In that case we fixed the Vitelity configuration to only connect once per call.

 

[Song]

In that case we fixed the Vitelity configuration to only connect once per call.

can you show me the configuration. is it from the vitelity portal or the 3cx trunk setting? thank you..

 

[SteveITS]

The Vitelity portal. If I remember correctly it was under My Numbers > All Voice, and their previous partner set up the main number using two different "route to account" entries. So, it did. Their tech support found it. I would not have thought it was possible but...¯\_(ツ)_/¯

 

[Song]

The Vitelity portal. If I remember correctly it was under My Numbers > All Voice, and their previous partner set up the main number using two different "route to account" entries So, it did. Their tech support found it. I would not have thought it was possible but...¯\_(ツ)_/¯

thank you!! that make sense.. I"ll take a look at the siptrunk portal and see if I can find anything..