Solved Terminated by a rule

[eds.pare]

Hi We have currently looking for an issue that all unanswered call are being terminated by a rule, but the ring time and call time is 00:00



Here is an example. The scenario are these are intercom terminals that calls the ring group if there is an issue. We have a couple of phones inside that ring group that are not all being utilized simultaneously. most of the time there is still one extension that is available.

Our rule is only "Destination if no answer is END CALL",

but we still see this unanswered call where in the ring and talk time is 0:00:00

Any ideas on this?

Thank you.

 

[ChrisC_3CX]

The fact that the Ring time and Talk time are both 00:00 means that the call did not ring any extensions at all and went straight to the "Destination if no Answer" of the Ring Group which is set to "End Call" hence the "Terminated by Rule" message in the "Reason" column.

Assuming everything is working as expected, this would happen if the extensions of the Ring Group were busy at the time or were unable to receive Ring Group calls. I doubt it was the latter but just to be absolutely sure, check if the extensions are being set to a Profile Status (DnD, Away, Custom 2, etc) that doeas not have "Accept calls from Ring Groups" enabled. What I think is most probably happening though is that the Ring Group extensions are busy at the time meaning they are either on a call, or are ringing for another call. I'd recommend running a call report without any filters to check if this is the case. Monitoring the activity for these extensions around the time you see the unanswered calls should allow you to determine if this is the case.

 

[eds.pare]

is that the Ring Group extensions are busy at the time meaning they are either on a call, or are ringing for another call.
i did enable the accept multiple calls. do you mean the call will still end if they are already ringing from a different call?

 

[eds.pare]

Here is an report for 1 week.

There quite a lot of calls being terminated an 0:00 even though the ring group is available or the extensions inside the ring group are available.

Will a queue a better implementation on this?

 

[ChrisC_3CX]

i did enable the accept multiple calls. do you mean the call will still end if they are already ringing from a different call?

Yes, regardless of whether they are ringing or on a call, they will be considered busy, hence, not able to receive Ring Group calls. The Accept multiple calls will not work for Ring Group calls, it only works for direct calls to the extension.

Will a queue a better implementation on this?

I strongly believe you should indeed use Call Queues for this. When all agents are busy, additional calls will stay in the Call queue waiting and will not follow the "Destination if no answer" unless the maximum queue timeout is reached.

 

[eds.pare]

got it,. will implement the call queues then. it seems to be much better on this scenario. thank you for the help

 

[ChrisC_3CX]

You're very welcome!

Please feel free to start a new thread should anything else come up!