strange call flow

[MatthewHood]

Hi all,
I have had a client call with an issue today that has me stumped.

Client is a small medical practice with all Yealink handsets (T46s and T42s). Handsets are connected via STUN to the cloud based 3cx (latest V15.5)

The issue reported was that calls coming in were ringing one of the Dr's consult rooms instead of reception phones.
The inbound rule for the practice is a simple ring group with 2 members 200 & 201 (SMC Reception 804), which overflows to another ring group with 5 members extra handsets (7 in total).
The Dr's phone, (JB/ HP SMC 205), is not part of any inbound rule, ring group, queue or IVR. It does not have a direct in dial number and it is not set as the forwarding option for any other extension in the system (i checked twice)

I downloaded a call report and got the following. can anyone give me a clue why a call in on the SIP trunk would get to ringing an internal extension that is not in any group, queue or other?

I rebooted the 3CX system and it is all good now. Just wanting to prevent it happening again as you can imagine, Dr's do not want to be taking calls when consulting with people (or at all for that matter lol)

thanks
Matt

 

[YiannisH_3CX]

Hello @MatthewHood

From the report this looks like the call was answered by extension 200 and an attended transfer was performed to extension 205 and 205 actually answered the call.
You should the forwarding rules of the members of the ring group in case someone has a forwarding to that extension to be safe but it does not look like the call rang extension 205 directly.

 

[MatthewHood]

Hello @MatthewHood

From the report this looks like the call was answered by extension 200 and an attended transfer was performed to extension 205 and 205 actually answered the call.
You should the forwarding rules of the members of the ring group in case someone has a forwarding to that extension to be safe but it does not look like the call rang extension 205 directly.

Thanks Yiannish, the report i'm getting is that the call was not answered at either reception handset. It was an unscreened call. I acknowledge that there are always discrepancies between what is reported and what actually happened. However, the Dr that took the call swears to me that upon answering the call, it was a patient looking to make an appointment and they hand't been transferred.

This made me look straight away at the ring group destination if busy/ no answer, but this is set to go to another ring group that has 5 other Yealink handsets at another site of the company. Then if not answered goes to VM.

None of the handsets in either ring group are set to forward to the Dr's phone either...
As mentioned, the system reboot fixed the problem so i cannot say what the issue was definitively.

thanks
Matt

 

[leejor]

Did you ever look over the 3CX Activity Log for that call? It might provide some additional detail.

 

[Marari]

If you're running multiple extensions via STUN on the same LAN segment, you may want to consider an SBC for simpler management of the ports.

 

[YiannisH_3CX]

None of the handsets in either ring group are set to forward to the Dr's phone either...
As mentioned, the system reboot fixed the problem so i cannot say what the issue was definitively.

Keep an eye on it and let us know if you face any more issues