Why has this gone to VM?

[Lusk]

I have the current arrangement:

Incoming call > rings a ring group > if no answer, goes to a dummy extension > dummy extension then forwards to an outside number. This is all works fine.

Today though, two out of the three extensions in the ring group were down and instead of the call being forwarded externally, the call went to the VM for one of the non-dummy extensions.


Is this normal for this to do this as I'd have thought the call should have been routed to the external number?

 

[leejor]

the call went to the VM for one of the non-dummy extensions.

You mean it went to the voicemail of one of the ring group members? When you say two extensions were down, you mean not registered? Did the call go to the VM of the other member? Were they busy, or it just went unanswered?

 

[Lusk]

You mean it went to the voicemail of one of the ring group members? When you say two extensions were down, you mean not registered? Did the call go to the VM of the other member? Were they busy, or it just went unanswered?

1. Yes
2. Yes not registered.
3. No
4. They were not busy, just unanswered.

 

[leejor]

If the call did not go to the voicemail of the "other " member, which extenson did it go to? How is that associated with the ring group, or ring group options?
Did you check the 3CX Activity Log, to see what it showed for why the call went where it did?
Have you tried to replicate this?