Unavailable, call forwarded to Voicemail Box - Extension authentication via web client does not receive calls

[matheuspolk]

Hello everyone.

We have a 3CX cloud service running on Debian with the latest version 20.0 Update 6 (Build 724 Release). We recently noticed that some users logged in via the web client weren't receiving calls, and were automatically forwarded to voicemail. External calls work normally.

Looking at the logs, we see calls being forwarded to voicemail with the message: Unavailable, call forwarded to Voicemail Box.

In the admin panel, we can also see that these extensions are offline when logged in only via the web client. When they log in using the softphone, they are back online in the admin portal and receive calls normally.

Has anyone had a similar issue? Any troubleshooting suggestions?

I've tried restarting the system, increasing memory and CPU usage, recreating the extension, and logging in from another computer... all with no success.

Regards,
Matheus

 

[KyriacosS_3CX]

Hello,

Was the web client on this PC given proper "notification" permission (The big blue bell)? Without that permission the system does not see the web client as "present".

 

[matheuspolk]

Hi Kyriacos, how are you?

Thank you so much! For some reason this notification permisson pop-up does not appear on the extension. We also haven't found a big blue bell.

We've checked on browser's permission for our 3cx site and it was set default to "request". As soon as we changed it to Allow the extension became available. This might be due to some browser update because almost every user had this problem.

Regards,
Matheus

 

[KyriacosS_3CX]

Does sound like browser update. You would have given the permission some time ago, the system would think it was there and not prompt for it again, but the browser silently moved it back to request.

Good to know things are back on track!