Transfer call to voicemail?

[MikeMelga]

Hi.

I have a basic question:

I have a Digital Receptionist that transfers the call to different extensions based on entered number.
My problem is that if one of those extensions is not registered, it does not go to the voicemail of that extension.

I always get a "This call could not be completed. Please try again later"

Why?


Thanks

 

[leejor]

Is the receptionist doing an attended, or a blind transfer? That may make a difference. A attended transfer assumes the receptionist will "consult" with the called party before the caller is put through.

Be sure that the correct forwarding options are selected for the extension.
What happens if you simply call the extension when not registered? Does that go off to Voicemail?

 

[MikeMelga]

leejor,

Thanks for the reply.
Yes, if I call the extension it goes to voicemail like it should so I guess I am making an attended transfer.

How can I make a blind transfer from the digital receptionist?

Thanks.

 

[leejor]

How can I make a blind transfer from the digital receptionist?

It will depend on the set/device being used.

 

[MikeMelga]

How can I make a blind transfer from the digital receptionist?

It will depend on the set/device being used.

You lost me here.

This extension connects with 3cx Windows Phone but it isn't always connected.

The Digital recepcionist transfers the call to that extension and
- If 3cx phone is running it rings
- If not... the call fails. And I want it to go to that extension's voicemail.

It does not envolve any set.

P.S. . It is the digital receptionist that must do the blind transfer.

 

[leejor]

Sorry, my mistake, missed the word "digital" in your initial post.

In this case the transfer should be a blind transfer, and one would expect it to go to the extensions VM if they are not registered, if that option is selected in the extensions forwarding rules.

Have you looked over the 3CX log, for one of these calls? You might set the logs to Verbose for additional information.

 

[MikeMelga]

Sorry, my mistake, missed the word "digital" in your initial post.

In this case the transfer should be a blind transfer, and one would expect it to go to the extensions VM if they are not registered, if that option is selected in the extensions forwarding rules.

Have you looked over the 3CX log, for one of these calls? You might set the logs to Verbose for additional information.

leejor,

I guess my problem is bigger than that. I tested with a registered extension and it still does not transfer the call. It goes straight to the 'This call cannot be completed.' no matter if the extension is registered or not. I even created a new extension with default settings and new digital receptionist without any luck

The activity log does not show anything relevant. How can I see further details in the logs?

Thanks.

 

[MikeMelga]

Ok. I've found the verbose option in log panel.

I am attaching a partial log from the moment I dial from outside till I get disconnected.
I can't understand most of the data
There are no major errors I guess.

Thanks.

 

[leejor]

Is it extension 13 that you are trying to connect to at 11:30:50.359 ?

Right after that is the disconnect.

 

[MikeMelga]

Is it extension 13 that you are trying to connect to at 11:30:50.359 ?

Right after that is the disconnect.

Yes.

Why does it gets disconnected?

 

[leejor]

Does the same thing happen with all other extensions? Some?
What happens if you call the extension from another extension? Does the call route to Voicemail correctly?
What happens if the extension is registered but not answered? Does the call transfer to voicemail after the time-out period?

 

[MikeMelga]

leejor,

First of all... thank you for your patience

-This behaviour occurs with every extensions, be it registered or not. The Digital receptionist just won't transfer the call. The option 'Connect to extension' or 'Transfer to voicemail' results always in 'This call could not be completed. Please try again later'

- If I call the extensions from another extension it behaves like it should: rings and goes to voicemail after x seconds.

I'm going mad here.

 

[ian.watts]

Sounds like your IVR service and/or web service are a bit broken.
The DR does tie in with Abyss/IIS.. you may want to backup/restore a config with a new install.

Sounds like a long way.. but probably will work.

 

[MikeMelga]

ian.watts,

This IS a new install
I installed it about one week ago.

Could it be because I have Abyss AND IIS working on the machine?

 

[ian.watts]

Only if the listener ports collide.. which could mean Abyss isn't listening on the ports you think they are (netstat..).. and thus your transfers would fail with that message... yes.

 

[MikeMelga]

And what if I backup my settings and do a fresh install using IIS as web server?

 

[leejor]

I don't see that you have anything to loose by trying that. Just to be on the safe side, always do a couple of back-ups, one to an external device, such as a USB stick.

 

[MikeMelga]

Ok...

So I did a backup and uninstalled 3CX completely.

I was to choose IIS in the setup but I soon discovered that it wasn't even an option: since I am on Windows 7, no IIS for you

However I decided to change something: instead of doing a restore from the setup, I choose to install as a new 3cx installation and only after the setup completed I did the restore.

Everything is working now!
Don't know what happened but I'm glad it's solved

Thanks leejor and ian.watts.

Regards,
Mike