Solved Yealink W70B handset not ringing

[Alex100225]

I’m trying to find out why a cordless handset with extension 305 won’t ring and goes straight to voicemail.
I’ve checked the forwarding rules and exceptions for this extension and found no differences compared to the other cordless handsets registered to the same base, just with different extensions.
I’ve also tried registering extension 305 to the 3CX mobile app and found that it rings successfully.

The attached screenshot shows an extract from the verbose logging when I try calling from the 3CX web portal using extension 110 to extension 305.
I can’t get to the site where the phone is, so I’m trying to find out as much as possible from the server side.

 

[KyriacosS_3CX]

Hi,

Is that handset "alive"? Can it make outbound calls?

 

[Alex100225]

@KyriacosS_3CX Yes, the handset can make calls and is being correctly identified as 305 by other phones.

 

[JohnS_3CX]

Check the W70B UI under Features > General > Number of Active Handsets. Set that to 10 and see if this changes.

Check also under Account > Number Assignment, that the handset also has an actual extension assigned in incoming and outgoing.

Otherwise factory reset, provision, and assign handsets one by one again to ensure it gets the defaults.

 

[Alex100225]

Thank you @JohnS_3CX! There was some confusion due to the handsets being renamed by clients, which meant the labels did not match the assigned extensions. After resolving this discrepancy, we discovered that the problematic handset was not registered to the base. For a W70B base, you can check this under "Status" → "Handset & VoIP."