v20 Ring Group for door phone only works with 2 or fewer members

[MM-ACS]

Hello everyone,

We just upgraded from v18 to v20 and we are having an issue:

Door Phone (2N Helios) is ext 501. When the button is pressed it makes a SIP call to ring group 931 which rings 6 desk phones. The ring group is set to ring all for 30 seconds. Currently it works fine if we have only 1 or 2 users in the ring group. If we add a 3rd user (or more), 1 phone (random) will work properly but the rest will ring for .5 seconds then the call will disappear.

We've tried removing each user individually to see if one particular extension or phone was causing the issue, but there is no consistency with specific users, only the fact that we add a 3rd (or more) users to the group.

I have support logs that I can post with the logging level set to verbose. Not sure which files to post, so any help would be appreciated.

Thanks!

M

 

[TheodorosG_3CX]

This is related with the doorphone. You should contact vendor for further clarification.

 

[MM-ACS]

This is related with the doorphone. You should contact vendor for further clarification.

It was working fine before we upgrade from v18 to v20, so I don't think this is the case. We've been having issues with ring groups and call queues since the upgrade and I'm not familiar enough with the logs to be able to troubleshoot properly. I'm hoping someone can look at them and give some advice on where to start.

M

 

[SteveITS]

If you call the ring group extension directly is it the same behavior?

 

[leejor]

In addition to the above suggestion....if you have the door phone call a different ring group, does the same behavior occur?

 

[TheodorosG_3CX]

2N Helios was never a supported device. In this case you have to check with the vendor.