V20 Incoming calls automatically go to voicemail when extension is available

[VoyantPhone]

This seems to be happening with some extensions but not others. Even though the extension is set to available (and shows up that way online) any incoming call goes immediately to that extension's voicemail. This happens with all calls - internal and external calls, calls forwarded from an IVR, even with calls from numbers set to directly go to the extension. There's one phone I just set up that went to voice mail the first time I called it, but now when I call it, it forwards to someone else's voicemail even thought the phone shows as available!

Looking at the Call Report it shows the Status of the call as being "unanswered" by the correct extension (even though it is set to available) the Reason listed is "No Answer, forwarded to Vmail." It's as if some wires are crossed somewhere.

This only happens on some extensions, not others, and it appears to be random. My clients are getting pissed off. Version 20 has caused more problems than you can imagine.

I have restarted the system, I have restarted the SBC separately. I have set the phone to accept single calls or multiple calls, same problem. The phones are Polycom VVX 300's. I know they are old but they are supported. They have a lot of phones and my client is not willing to buy all new ones as they worked just fine last week with V20.


The installed version of the system is 20.0.4.487. The only update available looks to be an Alpha update. Do I do the update? Or will that have too many bugs in it?

Please help!

 

[Evolute IT]

Sounds like call forwarding was enabled on the phones themselves, thus causing problems since 3CX doesn't support that.

 

[VoyantPhone]

OK. It appears to be working on polycom VVX300 models, but not on the VVX350 or VVX301's. I checked the firmware and it is the firmware version that 3cx requires for these models in V20. Is there a problem with the template or something else? Should i update the firmware to something higher or lower than what 3cx recommends?

(By the way, call forwarding was not set up on the phones themselves.)

 

[VoyantPhone]

Ok. Here is how I solved the problem. Since it worked on the VVX300s, I created a custom template by copying the VVX300 template "polycomvvx.ph.xml" and saving it as "testfor350polycomvvx1.ph.xml" (I didn't think it would work on my first try so I didn't give it a very clean name, sorry). I copied and pasted lines 15 and 17 from the standard template designed for the VVX 301 and 350 and pasted them into the <models> section of the custom template. i had to edit them slightly to match everything else in the custom template so the two lines looked like this:


<model ua="VVX_301">Polycom VVX 301-testfor350polycomvvx1.ph</model>
<model ua="VVX_350" defaultlogo="vvx350.png" logowidth="320" logoheight="240" logobitdepth="24">Polycom VVX 350-testfor350polycomvvx1.ph</model>

Deleted the IP Phones set for the VVX301s and 350s in the phone system and added them back again using the custom template this time. Rebooted the phones, panicked when it didn't work, but after a few minutes the phones re-registered and are now working fine. I did reboot one of them more than once, but had to be patient and let them sit a while before they eventually re-registered.

Hope this doesn't jinx it, but the phones have been working properly now.

 

[MM1969]

i had a similar problem with a guest room ext. it was installed on a grandstream gxw4248. I added a fanville h5w sip wireless room phone also because the room wire went bad. calls to the room did the same thing you explained above. I deleted the h5w didn't make any difference.other extensions on this same grandstream work fine so i doubt it is a template issue. I deleted the user out of the system rebuilt it, that seemed to fix it. i was able to add the h5w and it worked fine after that.

 

[VoyantPhone]

I deleted the user an recreated the extension (first the same one then a different one) and the problem returned. A couple days on, and it looks like the adjusted templates are still working. Maybe it's just a Polycom issue at they are a "3rd Party" product now.