Solved Unable to extend Digital Receptionist waiting time.

[adamh]

Hi Everyone,

I have an odd situation where my Digital Receptionist doesn't seem to want to do as I ask it.

We have a SIP line coming in which is immediately answered by Digital Reception on Ext 805 Plays a welcome message and then it's Press 1 to continue. This then forwards to ring group Ext 806 (music on hold) which is set to ring all phones for 300 seconds. Destination if no answer is set to Digital Reception Ext 804 which plays another message that we are busy - leave us a message and we'll call back - that is set to transfer to voice mail on Ext 003.

The problem I am getting is that when Ext 805 passes to Ext 806 I'm getting about 68 seconds before 3cx cuts to Ext 804 to leave a message. I have this set to 300 Seconds and no matter what value i change here - it's still cutting out at 68 seconds.

Anyone able to advise on this? Maybe I have missed a setting somewhere??

 

[JohnS_3CX]

When DR805 forwards to RG806 what happens is that the DR is trying to transfer you (hence you hear MOH).

This is not exactly the same as calling the RG806 directly, as you may have noticed the RGs do not have their own MOH.

I think in your case, you should convert RG806 to a queue in order to avoid the timeout of the digital receptionist.

 

[adamh]

Hi @JohnS_3CX,

Thanks for getting back to me. Unfortunately I am on a free version of 3cx and don't have the queue options.

It sounds like I need to re-think how I route the incoming calls. I take it there is a timeout on DR that cannot be extended?

 

[JohnS_3CX]

Not exactly. It should stay in on MOH until the timeout is reached. The 68 seconds dont make sense in this case.

Try something else, call one of your internal extensions from another. Transfer the caller blind into the RG806. You should hear MOH for 300 seconds before going to the destination if no answer.

 

[adamh]

Hi @JohnS_3CX,

I did as you instructed - Ext 001 rang Ext 003 then blind transfer from Ext 003 to RG 806 which started to ring the other phones on the group. Whilst transferring to RG 806 no music on hold was played but on a good note it didn't cut out after 68 seconds.

 

[JohnS_3CX]

Please go ahead now and read the following post, provide full details about your setup:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[leejor]

Does the 3CX Activity Log give any indication (ring group member?), of why there is a timeout at 68 seconds ?

 

[adamh]

I have looked at the activity log and this is what it's showing. I have edited some info out with RED XXX for privacy.

I'm going to gather my system info as JohnS_3CX suggested to help with diagnosing the problem and post that separate.


02/25/2020 11:20:39 AM - Leg L:55.4[Ivr:804] is terminated: Cause: BYE from local
02/25/2020 11:20:39 AM - [CM503008]: Call(C:55): Call is terminated
02/25/2020 11:20:39 AM - Leg L:55.1[Line:10002<<07584XXXXXX] is terminated: Cause: BYE from 217.10.79.23:5060
02/25/2020 11:20:34 AM - Leg L:55.2[Ivr:805] is terminated: Cause: BYE from 127.0.0.1:5483
02/25/2020 11:20:33 AM - [CM503007]: Call(C:55): Ivr:804 has joined, contact <sip:[email protected]:5483/UDP>
02/25/2020 11:20:33 AM - L:55.4[Ivr:804] has joined to L:55.1[Line:10002<<07584XXXXXX]
02/25/2020 11:20:33 AM - [CM505001]: Endpoint Ivr:804: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] PBX contact: [sip:[email protected]:5060]
02/25/2020 11:20:33 AM - [CM503002]: Call(C:55): Alerting Ivr:804 by contact <sip:[email protected]:5483/UDP>
02/25/2020 11:20:33 AM - [CM503025]: Call(C:55): Calling T:Ivr:804@[Dev:sip:[email protected]:5483;rinstance=1c98527a47535531] for L:55.1[Line:10002<<07584XXXXXX]
02/25/2020 11:20:33 AM - Leg L:55.3[Extn:003] is terminated: Cause: 480 Temporarily not available/INVITE from 192.168.1.147:5060
02/25/2020 11:20:33 AM - [CM503005]: Call(C:55): Forwarding: T:Ivr:804@[Dev:sip:[email protected]:5483;rinstance=1c98527a47535531]
02/25/2020 11:20:33 AM - L:55.1[Line:10002<<07584XXXXXX] forwards call from HuntGrp:806 to Ivr:804 based on rule
02/25/2020 11:20:33 AM - [Flow] Target endpoint for 804 is Ivr:804
02/25/2020 11:20:33 AM - L:55.1[Line:10002<<07584XXXXXX] failed to reach HuntGrp:806, reason Temporarily Unavailable
02/25/2020 11:20:33 AM - Call to T:HuntGrp:806@[Dev:sip:[email protected]:5060] from L:55.1[Line:10002<<07584132146] failed, cause: Cause: 480 Temporarily not available/INVITE from 192.168.1.147:5060
02/25/2020 11:20:33 AM - [CM503003]: Call(C:55): Call to <sip:[email protected]:0> has failed; Cause: 480 Temporarily not available/INVITE from 192.168.1.147:5060
02/25/2020 11:20:32 AM - Currently active calls - 1: [55]
02/25/2020 11:20:02 AM - Currently active calls - 1: [55]
02/25/2020 11:19:32 AM - Currently active calls - 1: [55]
02/25/2020 11:19:31 AM - [CM503025]: Call(C:55): Calling T:HuntGrp:806@[Dev:sip:[email protected]:5060] for L:55.1[Line:10002<<07584XXXXXX]
02/25/2020 11:19:31 AM - [CM503027]: Call(C:55): From: Line:10002<<07584XXXXXX ("07584XXXXXX" <sip:07584XXXXXX@gXXXXXX.3cx.co.uk:5060>) to T:HuntGrp:806@[Dev:sip:[email protected]:5060]
02/25/2020 11:19:31 AM - [CM503004]: Call(C:55): Route 2: from L:55.1[Line:10002<<07584XXXXXX] to T:HuntGrp:806@[Dev:sip:[email protected]:5060]
02/25/2020 11:19:31 AM - [Flow] No office hours set, office hours assumed
02/25/2020 11:19:31 AM - [Flow] Target endpoint for 003 is Extn:003
02/25/2020 11:19:31 AM - [CM503026]: Call(C:55): Route 1 to HuntGrp806[] is not active (Busy/Not registered)
02/25/2020 11:19:31 AM - [Flow] Target endpoint for 002 is Extn:002
02/25/2020 11:19:31 AM - [Flow] Call(C:55): has built target endpoint: HuntGrp:806 for call from L:55.1[Line:10002<<07584132146]
02/25/2020 11:19:31 AM - [Flow] Target endpoint for 806 is HuntGrp:806
02/25/2020 11:19:31 AM - [CM503010]: Call(C:55): Making route(s) from Line:10002<<07584XXXXXX to <sip:[email protected]:5060/UDP>
02/25/2020 11:19:31 AM - [CM505003]: Provider:[Sipgate - XXXXXX] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:[email protected].XXX.XXX:5060]
02/25/2020 11:19:31 AM - [Flow] Refer: RefTo=<sip:[email protected]:5060>; was call from=<sip:[email protected]:0> to="07584XXXXXX" <sip:07584XXXXXX@127.0.0.1:5060>
02/25/2020 11:19:22 AM - [CM503007]: Call(C:55): Ivr:805 has joined, contact <sip:[email protected]:5483/UDP>
02/25/2020 11:19:22 AM - [CM503007]: Call(C:55): Line:10002<<07584XXXXXX has joined, contact <sip:[email protected]:5060/UDP>
02/25/2020 11:19:22 AM - L:55.2[Ivr:805] has joined to L:55.1[Line:10002<<07584XXXXXX]
02/25/2020 11:19:22 AM - [CM505001]: Endpoint Ivr:805: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] PBX contact: [sip:[email protected]:5060]
02/25/2020 11:19:22 AM - [CM503002]: Call(C:55): Alerting Ivr:805 by contact <sip:[email protected]:5483/UDP>
02/25/2020 11:19:22 AM - [CM503025]: Call(C:55): Calling T:Ivr:805@[Dev:sip:[email protected]:5483;rinstance=b5dfd457ae27e75c] for L:55.1[Line:10002<<07584XXXXXX]
02/25/2020 11:19:22 AM - [CM503027]: Call(C:55): From: Line:10002<<07584XXXXXX ("07584XXXXXX" <sip:07584XXXXXX@gXXXXXX.3cx.co.uk:5060>) to T:Ivr:805@[Dev:sip:[email protected]:5483;rinstance=b5dfd457ae27e75c]
02/25/2020 11:19:22 AM - [CM503004]: Call(C:55): Route 1: from L:55.1[Line:10002<<07584XXXXXX] to T:Ivr:805@[Dev:sip:[email protected]:5483;rinstance=b5dfd457ae27e75c]
02/25/2020 11:19:22 AM - [Flow] Call(C:55): has built target endpoint: Ivr:805 for call from L:55.1[Line:10002<<07584XXXXXX]
02/25/2020 11:19:22 AM - [Flow] Target endpoint for 805 is Ivr:805
02/25/2020 11:19:22 AM - [CM503010]: Call(C:55): Making route(s) from Line:10002<<07584XXXXXX to <sip:[email protected]:5060/UDP>
02/25/2020 11:19:22 AM - [CM505003]: Provider:[Sipgate - XXXXXX] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:[email protected].XXX.XXX:5060]
02/25/2020 11:19:22 AM - [CM500002]: Call(C:55): Info on incoming INVITE from Line:10002<<07584XXXXXX:
Invite-IN Recv Req INVITE from 217.10.79.23:5060 tid=e3e8.84562f6807db76340640836cd5d509f8.0 Call-ID=[email protected]:
INVITE sip:[email protected]:5060;rinstance=805f04546300070e SIP/2.0
Via: SIP/2.0/UDP 217.10.79.23;branch=z9hG4bKe3e8.84562f6807db76340640836cd5d509f8.0
Via: SIP/2.0/UDP 172.20.40.6;branch=z9hG4bKe3e8.78342d3fbd881fadff0135f0faab2b91.0
Via: SIP/2.0/UDP 217.10.68.137;branch=z9hG4bKe3e8.5af3e0352941d3dd3967d79a4d33c9b4.0
Via: SIP/2.0/UDP 217.10.77.64:5060;branch=z9hG4bK017b1717
Max-Forwards: 67
Record-Route: <sip:217.10.79.23;lr;ftag=as67406c5c>
Record-Route: <sip:172.20.40.6;lr>
Record-Route: <sip:217.10.68.137;lr;ftag=as67406c5c>
Contact: <sip:07584XXXXXX@217.10.77.64:5060>
To: <sip:00441775XXXXXX@sipgate.co.uk>
From: "07584132146" <sip:07584XXXXXX@sipgate.co.uk>;tag=as67406c5c
Call-ID: [email protected]
CSeq: 103 INVITE
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO, PUBLISH
Content-Type: application/sdp
Supported: replaces
Content-Length: 440

v=0
o=root 141994313 141994314 IN IP4 212.9.44.176
s=sipgate VoIP GW
c=IN IP4 212.9.44.176
t=0 0
m=audio 25464 RTP/AVP 8 0 3 97 18 112 101
a=silenceSuppff - - - -
a=rtpmap:8 PCMA/8000
a=rtpmap:0 PCMU/8000
a=rtpmap:3 GSM/8000
a=rtpmap:97 iLBC/8000
a=rtpmap:18 G729/8000
a=rtpmap:112 G726-32/8000
a=rtpmap:101 telephone-event/8000
a=fmtp:97 mode=30
a=fmtp:18 annexb=no
a=fmtp:101 0-16
a=sendrecv
a=rtcp:25465
a=ptime:20

 

[adamh]

System info is as follows

• 3CX Version: Standard Annual 16.0.4.493
• Server OS: Raspberry Pi
• Is the 3CX Server Hosted and where: 3CX.co.uk
• IP Phone Make/Model/Firmware: Cisco WIP310
• Provisioning Method: Local
• Trunk Provider or Gateway: sipgate.co.uk
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[leejor]

02/25/2020 11:20:33 AM - L:55.1[Line:10002<<07584XXXXXX] failed to reach HuntGrp:806, reason Temporarily Unavailable
02/25/2020 11:20:33 AM - Call to T:HuntGrp:806@[Dev:sip:[email protected]:5060] from L:55.1[Line:10002<<07584132146] failed, cause: Cause: 480 Temporarily not available/INVITE from 192.168.1.147:5060
02/25/2020 11:20:33 AM - [CM503003]: Call(C:55): Call to <sip:[email protected]:0> has failed; Cause: 480 Temporarily not available/INVITE from 192.168.1.147:5060
02/25/2020 11:20:32 AM - Currently active calls - 1: [55]
02/25/2020 11:20:02 AM - Currently active calls - 1: [55]
02/25/2020 11:19:32 AM - Currently active calls - 1: [55]
02/25/2020 11:19:31 AM - [CM503025]: Call(C:55): Calling T:HuntGrp:806@[Dev:sip:[email protected]:5060] for L:55.1[Line:10002<<07584XXXXXX]
02/25/2020 11:19:31 AM - [CM503027]: Call(C:55): From: Line:10002<<07584XXXXXX ("07584XXXXXX" <sip:[email protected]:5060>) to T:HuntGrp:806@[Dev:sip:[email protected]:5060]
02/25/2020 11:19:31 AM - [CM503004]: Call(C:55): Route 2: from L:55.1[Line:10002<<07584XXXXXX] to T:HuntGrp:806@[Dev:sip:[email protected]:5060]
02/25/2020 11:19:31 AM - [Flow] No office hours set, office hours assumed
02/25/2020 11:19:31 AM - [Flow] Target endpoint for 003 is Extn:003
02/25/2020 11:19:31 AM - [CM503026]: Call(C:55): Route 1 to HuntGrp806[] is not active (Busy/Not registered)
02/25/2020 11:19:31 AM - [Flow] Target endpoint for 002 is Extn:002
02/25/2020 11:19:31 AM - [Flow] Call(C:55): has built target endpoint: HuntGrp:806 for call from L:55.1[Line:10002<<07584132146]
02/25/2020 11:19:31 AM - [Flow] Target endpoint for 806 is HuntGrp:806


So, It looks like Ext 002 and 003 are in hunt group 806, but there seem to be an issue with 003 not being available and the call moves on, after about 60 seconds. Interesting that Ext 002 doesn't show in the log after the initial target endpoint log. Do you have any other ring groups, consisting of different extensions, that you could substitute for 806, as a test?

 

[adamh]

@leejor & @JohnS_3CX

You know when you have one of those moments you read another users comment (last post by leejor) and you just have one of those moments you call yourself a complete tool for not seeing the problem?!

Ext002 is a softphone - my mobile. I was placing my soft phone on busy DND and calling from my mobile network. That specific RG 806 consists on my desk phone and my mobile. 68 seconds was the time out on my desk phone before it tried to ring my mobile (soft phone) which is obviously switched on to DND...hence why the trigger to answering machine

As soon as I used another mobile and left my soft phone available - we timed out after 300 seconds - Problem solved!

Sorry guys - a complete blunder on my behalf - but thank you for your support!!

 

[AWS2P]

Good job Adam , Leejor opened your eyes and you found your error, well done.

 

[JohnS_3CX]

No problem, it happens but the logs are there to help
Glad to hear it was resolved!