V20 7 1057 Routing Issues

[Duncanwifi]

I have one digital receptionist with three key routing options. The options 4 to 0 go to the same ring group as option 3. Option one and two route to queue groups, that typically have no more than 2 or 3 reps logged in. I have had what I deem to be corruption in every call handling group from dig recept, queues and ring groups. I have a call come into a queue or ring group and then forward if not picked up to an all call ring group per client request. I also have two dids routing to the all call directly for techs calling in.

I can run a half dozen or more successful tests and then calls don't get to the group, but go to the answering service as a call forward. A call forward that I took out. Client wants callers to ring until the get answered or hang up. So at this moment, I can call to the all call group (816) from a system desk phone, but if I call directly to it on a did that is assigned to call directly, I currently get a voicemail box recording. This is one example of many similar issues with routing. Dig recept has been created four times, queue groups the same, each of the two noted ring groups too. Last night we deleted the main trunk in voice and chat, installed it again, all testing worked as desired, then something changes.

I have been addressing this for a couple of weeks and could sure use some help. Thank you in advance.
( the specific system noted is not the correct system, but that shouldn't matter for feedback purposes )

 

[SteveITS]

If you increase the activity log verbosity it should tell you why it's routing where it is.

If you can't find the call in the logs, and/or the routing seems to be reverting to old settings (?) any chance you have another server instance running?

 

[AndreasPo_3CX]

Hi @Duncanwifi

So if understand correctly from your description, you have everything (ring group, queue and 2 DIDs) forward to a ring all ring group.
If this is the case, maybe you should consider changing that to a queue.
The reason being that a ring group cannot handle 2 calls ringing it at the same time.
For example, you have a call from a DID that is ringing the ring all ring group and a call from the queue is forwarded to the ring group also at the same time. That call will go to the destination if no answer of the ring all ring group, it will not wait for the first call to be answered and then ring the agents.

 

[Duncanwifi]

Hi @Duncanwifi

So if understand correctly from your description, you have everything (ring group, queue and 2 DIDs) forward to a ring all ring group.
If this is the case, maybe you should consider changing that to a queue.
The reason being that a ring group cannot handle 2 calls ringing it at the same time.
For example, you have a call from a DID that is ringing the ring all ring group and a call from the queue is forwarded to the ring group also at the same time. That call will go to the destination if no answer of the ring all ring group, it will not wait for the first call to be answered and then ring the agents.

Thank you for helping me to focus on the logic of the ring group, slight limitation. Good thought. I have two other items to toss out to the crew. 1) The V20 upgrade seems to have eliminated the half ring distinction for callers returning from hold or park. My current understanding is that you must purchase enterprise license to have this feature back. Is this an accurate understanding. 2) I have a customer with a dozen techs or so in the field on cell phones. Since the V20 upgrade, calls to cell company cell phones either don't get completed or are delayed a few seconds in comparison to what was previously experienced. I have found a few items on the internet discussing programming changes necessary to address this. Anyone out there have knowledge and or experience related to cell phone calls? Thank you.

 

[PhoneMan123]

FYI the Parking return ring does not change with the Enterprise licensing. Last time I asked about it I was told it was actually not supposed to work that way in V18 and was considered a bug. I've not found any way to bring back the half ring in V20.

 

[Duncanwifi]

FYI the Parking return ring does not change with the Enterprise licensing. Last time I asked about it I was told it was actually not supposed to work that way in V18 and was considered a bug. I've not found any way to bring back the half ring in V20.

Thank you.