User phone not ringing

[thames]

Hi there Folks

My hosted system is actually running on a Google instance. Phones are all connected to the instance via SBC in the office.

When calls come in I have it set to ring all extensions in a ring group. However, it's only ringing one of the two extensions. I saw a great post from an earlier date as follows and have followed it to the letter. The phone rings perfectly when duplicated on the other user but when on the second user back to not ringing and going straight to voicemail whether the call is external or internal. If I try to get one of the prompts to play on the second phone (Fanvil X210) it also doesn't ring. I am so stuck!

This is the list of things I have done in an effort to get it working:

1. Factory reset the "questionable" phone
2. Go to the 3CX admin console and select "Phones" on the left side
3. Select the "new" phone and assign it to an existing extension that already works.
4. Wait for the phone to reboot and reprovision.
5. Call the extension that works and both phones should ring. If only one rings then you have a hardware issue. If both ring, you have a configuration issue.

I have been through every setting comparing the two phones and they are all the same.... Any ideas would be so welcome at this point.

Thanks so much - Chris

 

[Alphabetic]

Have you checked the status of the extension that isnt being rung? and also any call forwarding rules.

 

[thames]

Have you checked the status of the extension that isnt being rung? and also any call forwarding rules.

Hi there

Phone status seems OK. The forwarding rules are identical to the extension that is behaving itself.

Thanks for the reply - Chris

 

[Alphabetic]

Ignore the phone, focus on the extension.

log in to web client as ext and see if you can call it.

 

[thames]

Weirdest thing. Power down the deskphone, login to the Web Client and, exactly the same thing happens - when a call comes in for the extension, it goes immediately to voicemail. I have no idea why. Checked and rechecked the settings and they all look good. Inbound settings, forwarding settings, provisioning - everything is the same as the other extension.
Losing the will to live now

 

[mwangel]

It sounds like your user is in Do not Disturb.

 

[thames]

It sounds like your user is in Do not Disturb.

I have checked that a hundred times. The DND setting is OFF, both on phone and in the phone settings. I may end up duplicating another extension and then renaming it and deleting the one giving the problem.

 

[mwangel]

I have checked that a hundred times. The DND setting is OFF, both on phone and in the phone settings. I may end up duplicating another extension and then renaming it and deleting the one giving the problem.

If you check the status of the extension, not the phone, what does it show?

 

[leejor]

Did you have a look at the 3CX Activity log? That may provide a clue as to the status of the extension.

 

[thames]

If you check the status of the extension, not the phone, what does it show?

Hi there

Status tells me the extension is Available and LoggedIn.

 

[thames]

Did you have a look at the 3CX Activity log? That may provide a clue as to the status of the extension.

Hi leejor

Good idea - thanks. Just had a look at the Activity Log and filtered out everything except reference to Ext 102 which is the badly behaved extension. Lots of these in the log:

05/06/2024 12:28:47 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

05/06/2024 12:28:46 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

05/06/2024 12:28:45 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

05/06/2024 12:28:44 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

05/06/2024 12:28:43 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

05/06/2024 12:28:42 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

05/06/2024 12:28:41 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

05/06/2024 12:28:40 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

05/06/2024 12:28:39 PM - RTL:493.2[Queue:801] there's no route available to destination Extn:102

Does this help? Many thanks - Chris

 

[SweetAction]

Scan the QR code on your phone and open the app. Make sure you can call voicemail (999) or echo test (*777) or whatever you want. Then make a call to the phone.

Same issue?

This rules out PWA not registering due to notification setting in Chrome, etc. Also rules out IP Phone issues. And by using the 3CX app on your cell, you can register a known working extension to test and rule out your cell as being an issue.

 

[leejor]

That fact that it says there is Route available, is interesting as I usually only see Route used, in the logs, when referring to a call using an outbound rule, to a trunk. Just to confirm...if you call the extension directly, the same thing happens?

What I would do, is...

Power down extension 102, then power up. Re-check the Activity Log and see what the registration looks like. You could do the same to the working extension, and compare. Differences?

 

[thames]

Power down extension 102, then power up. Re-check the Activity Log and see what the registration looks like. You could do the same to the working extension, and compare. Differences?

leejor I will do this today and let you know what I see. Many thanks.

 

[Tariq Siddiqui]

Hi Guys,

I am Having the same issue all calls to extension are going to voicemail.

I have 5 users enrolled in the PBX and 3 of them are enrolled on polycom vx301 and 2of them are enrolled on IOS 3cx apps.

If I try to make call from polycom to IOS users their Phone apps ring and can communicate freely

However, If I try to call from polycom to polycom users call goes to voicemail straightway.

and IOS users can talk each other using IOS apps and their desk phone does not ring at all. As admin I have installed 3cx on phone app and configured the polycom too.

struggling to find the solution from last 3 weeks,

I have setup the SBC line for call routing.as My all phones are not router phones.

Kind Regards
Tariq

 

[thames]

Scan the QR code on your phone and open the app. Make sure you can call voicemail (999) or echo test (*777) or whatever you want. Then make a call to the phone.

Same issue?

This rules out PWA not registering due to notification setting in Chrome, etc. Also rules out IP Phone issues. And by using the 3CX app on your cell, you can register a known working extension to test and rule out your cell as being an issue.

Hi there

Apologies for the delay getting this done. We are so busy in the office I haven't until now had a chance to get to do the tests.

Scanned the code on mobile and made sure that the account I scanned was selected on the mobile (IOS) app. Made a call to the extension - same thing exactly - no ring on the extension.

Can call voicemail (ours is on 200) and echo test went perfectly well.

Thanks again for your help on this. Where to next?

Regards Chris

 

[thames]

That fact that it says there is Route available, is interesting as I usually only see Route used, in the logs, when referring to a call using an outbound rule, to a trunk. Just to confirm...if you call the extension directly, the same thing happens?

Hi leejor

Just tried to ring direct from extension 101, then as soon as it went to 102 voicemail cancelled the call. Filtered the log which is set to "Medium" to only extension 101 and this is what I get:

05/21/2024 11:30:57 AM - Leg L:32.1[Extn:101] is terminated: Cause: BYE from 127.0.0.1:5080

05/21/2024 11:30:55 AM - [CM503007]: Call(C:32): Extn:101 has joined, contact <sip:[email protected]:5060/UDP>

05/21/2024 11:30:55 AM - L:32.2[VMail:200] has joined to L:32.1[Extn:101]

05/21/2024 11:30:55 AM - [CM503025]: Call(C:32): Calling T:VMail:200@[Dev:sip:[email protected]:5483;rinstance=96c16f6af426cf7c] for L:32.1[Extn:101]

Is there a picture here? I'll do the second part of your suggestion above next and get back to you.

Thanks as always for the help.
Chris

 

[thames]

Power down extension 102, then power up. Re-check the Activity Log and see what the registration looks like. You could do the same to the working extension, and compare. Differences?

Hi Leejor

Powered the ext down and then powered it up. Log in "Medium" mode. This is what I got from extension 102.

05/21/2024 11:38:44 AM - Trying to establish CSTA session to <sip:[email protected]:5060/UDP>

05/21/2024 11:38:44 AM - [CM504001]: Endpoint Extn:102: new contact is registered. Contact(s): [sip:[email protected]:5060 / 102]

05/21/2024 11:38:41 AM - [CM504002]: Endpoint Extn:102: a contact is unregistered. Contact(s): []

Many thanks
Chris

 

[CipherTV]

I encountered the same problem, I setup few simple ring groups, set to ring 30s and if no answer end the call.

I added few 3cx App users to each group and I expect the ring group extensions will ring when I call the group DID.
When I call the group DID, the call often go directly to voice mail. This was unexpected as I did not set to use voice mail.

I am using the latest 3cx Enterprise Version 20.0 Update 1 (Build 731 Release) on Debian OS.

Does 3cx have any bug fix to address this serious problem?

 

[leejor]

05/21/2024 11:38:44 AM - [CM504001]: Endpoint Extn:102: new contact is registered. Contact(s): [sip:[email protected]:5060 / 102]

...and when you try calling ext 102, as you did with 101, it attempts to connect to the correct IP? (192.168.1.50)