When all phones are down the call doesn't reach the voicemail

[Comp4all.ca]

Hi Everyone,

I'm working with 3Cx version 18 on Debian 10 hosted on Azure.

I have an issue where one of the offices had to take down the power and all phones were off. The calls didn't reach the voicemail.
Instead, the caller got the following messages:
The call cannot be assigned.
The call cannot be completed as dialled.
I do see the records from the Vendor on all the calls she made but none reached the 3cx voicemail.

I tried to look up if there is a configuration I can do on the SIP trunk or the inbound rule but nothing.

Any idea's how to fix this?

TIA
Tal

 

[ChrisC_3CX]

Since the IP Phones went offline, they must've unregistered, meaning that the call routing to be followed would be the one on the extension level that reads "If I am busy or my phone is unregistered, forward calls to:". This provided of course that the call does get routed directly to one of those extensions.

What is the current configuration, where should've that call be routed to, is it an extension, a Ring Group/Call Queue or an IVR perhaps?

Whatever the case, the messages you mentioned are not 3CX messages, suggesting that something else might've happened. What do you see if you run a Call Report for that time and then try to locate the incoming call?

If the 3CX PBX is in Verbose logging mode, you might also want to take a look at the activity log in order to trace the call. You can check if the 3CX PBX is in Verbose mode by going to "Dashboard >> Activity Log >> Settings".

 

[Comp4all.ca]

I work with a Ring Group. The extensions are configured with forward to mailbox


Still it doesn't reach the voicemail, it takes about 20 seconds to get the message the number is not assigned.
It doesn't get forwarded to voicemail. another thing i noticed is that it keep the 20 seconds ring before it gives me the error message.I'm attaching the Verbose log file.

Thank you,
Tal

 

[ChrisC_3CX]

As a first note, I've removed the log from your message as it contained some sensitive information. That said, I did take a look and it seems that the call is ending from the SIP Provider's end possibly due to time out. This may be because Ring Groups will not answer the call but will rather send a 180 RINGING until a member picks up. Sometimes this might cause a timeout since the call has not been established. First thing I'd recommend is lowering the Ring Group ring time and then try again.

That said, there is one thing to consider, if all extensions of this Ring Group are unregistered due to the power loss, then the Ring Group call should've been routed directly to the "Destination if no answer". In this in mind, I'd also check which extensions of this Ring Group are still registered and why, and also, what the Ring Group's "Destination if no answer" is.

 

[Comp4all.ca]

As a first note, I've removed the log from your message as it contained some sensitive information. That said, I did take a look and it seems that the call is ending from the SIP Provider's end possibly due to time out. This may be because Ring Groups will not answer the call but will rather send a 180 RINGING until a member picks up. Sometimes this might cause a timeout since the call has not been established. First thing I'd recommend is lowering the Ring Group ring time and then try again.

That said, there is one thing to consider, if all extensions of this Ring Group are unregistered due to the power loss, then the Ring Group call should've been routed directly to the "Destination if no answer". In this in mind, I'd also check which extensions of this Ring Group are still registered and why, and also, what the Ring Group's "Destination if no answer" is.

Thank you Chris.

I tried to remove as much as information as possible.


The configuration si if no answer go to Voicemail of Extension Operator.
I changed the Ring time to 10 seconds. I get silence for almost 45 seconds and they it says the number is not assigned.

Is there an option to configure if the group phones are unregistered send to voicemail or something like that?

 

[ChrisC_3CX]

Is there an option to configure if the group phones are unregistered send to voicemail or something like that?

There is an option to do that but only if the call is routed directly to an extension which is not the case. In the case of a Ring Group, if all members are unregistered, the call should be routed to the Ring Group's "Destination if no answer"

Since you still get a message that does not sound like a 3CX message, I recommend you next check if the call is hitting 3CX at all. If you can reproduce the issue at will, try making the same call again and then, while it's ringing, go to "Dashboard >> Number of calls in use" and check if you see the call there. The "Number of calls in use" section is a live monitor of all active calls so if it is hitting the PBX it should be there.