Transition Issue - Straight To Voicemail

[Shadragon]

Hi,

I noticed this issue as we were transitioning a department and thought the info may be helpful to others in the same situation.

We set up the 3CX extensions for a department with Forwarding Rules to send calls to the old phone system when the 3CX ext was unregistered. As no one in that department had been activated on 3CX, this forwarded incoming calls to the old system without issue. If anyone on 3CX called these numbers individually it forwarded to the old phone system and the calls completed. We did this for the entire company and it worked great allowing us to transition slowly rather than a big bang.

I set up a Ring Group and put all of the department 3CX extensions into it with "Ring All" option and the secretary's voice mail if no one answered in 30 secs, or after hours. Per their Forwarding Rule settings, I was expecting calls to that Ring Group to be forwarded to those people on the old system.

Test call's to both the associated DID and Ring Group direct went straight to voicemail. Calls to the Ring Group were not forwarded. Placed my 3CX ext in the Ring Group, made a test call and my ext rang. It appears that the Ring Group looks at the availability of the 3CX extensions within. If an ext is unregistered, it will not forward, per the Call Forwarding settings on that ext, but simply ignore that ext. As no 3CX ext were active, the call went to voicemail.

Finding this took several hours of testing and was quite frustrating until I got an understanding of what was going on. Not sure why this doesn't work as described.

 

[craigreilly]

There is a system option to allow Ring Group calls to be forwarded under Settings -> PBX. Is this enabled?

 

[YiannisH_3CX]

Hello @Shadragon

Please note that when an extension is part of a Ring Group and the calls comes through the Ring group the PBX will ignore the extensions forwarding rules as the Ring Groups forwarding rules apply.

 

[Shadragon]

Please note that when an extension is part of a Ring Group and the calls comes through the Ring group the PBX will ignore the extensions forwarding rules as the Ring Groups forwarding rules apply.

Exactly the point I was trying to make. I doubt this is common knowledge so I wanted to pass on my findings to the community for their info. Cheers.

 

[leejor]

I doubt this is common knowledge so I wanted to pass on my findings to the community for their info.

If you do some searches, this has been discussed at length, in the forums.

 

[YiannisH_3CX]

Exactly the point I was trying to make. I doubt this is common knowledge so I wanted to pass on my findings to the community for their info. Cheers.

Thank you for sharing your findings. I am certain other users will benefit from this