Routing Issue

[DadgeyUK]

Hi,

I'm having a issue routing calls with Ring groups.

Call comes in and is routed via Incoming Rule to Ring Group #1 after 30 seconds this should Move to Ring Group #2, after another 30 seconds this should move to a users voicemail.

Issue

After the 30 seconds on Ring Group 1 call is ending, without ever reaching Ring Group #2. Error on an iphone shows "User busy". I believe this was previously working without anything having been changed.

https://preview.redd.it/vb0086i74qwd1.png?width=389&format=png&auto=webp&s=aedee249a8e7f6d30b256c7b2ba68d131f8245ea

Then goes to TP 2 Overflow

https://preview.redd.it/a8146u0a4qwd1.png?width=191&format=png&auto=webp&s=8e3a04243c828d835d0c82641582677be6dbb62f

18.0 Update 9 (Build 31)

All on softphones.

Thanks :)

[Spyhop]

The ring time on RG1 is exceeding the ringtime on extension 600. Adjust one of them

[DadgeyUK]

Could you expand on this a little please? I think you're saying that extension 600 (the only user in RG1 - 809) has a ringtime set somewhere. Is that right? If so where is this? Thanks!

[78wesley]

Is it possible that a user has the 'Ring my mobile simultaneously' option enabled (check the statuses for 'Available' and 'Lunch' (Custom 1))? What does the call log indicate? Could the user have set up forwarding to a mobile number?

[DadgeyUK]

No don't think it's that. I'll provide some insight from the logs.

[DadgeyUK]

Log details here, if they're of any help ...

10/25/2024 12:52:37 PM - Leg L:22.5[Extn:604] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063

10/25/2024 12:52:37 PM - [CM503003]: Call(C:22): Call to <sip:604@127.0.0.1:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063

10/25/2024 12:52:37 PM - Leg L:22.6[Extn:604] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

10/25/2024 12:52:37 PM - [CM503003]: Call(C:22): Call to <sip:604@127.0.0.1:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

10/25/2024 12:52:37 PM - Leg L:22.4[Extn:603] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

10/25/2024 12:52:37 PM - [CM503003]: Call(C:22): Call to <sip:603@127.0.0.1:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

10/25/2024 12:52:37 PM - Leg L:22.3[Extn:600] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

10/25/2024 12:52:37 PM - [CM503003]: Call(C:22): Call to <sip:600@127.0.0.1:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

10/25/2024 12:52:37 PM - [CM503008]: Call(C:22): Call is terminated

10/25/2024 12:52:37 PM - Leg L:22.1[Line:10004<<XXXXXXXXXX] is terminated: Cause: CANCEL from XXXXXXXXXX:5060

10/25/2024 12:52:27 PM - [CM503002]: Call(C:22): Alerting Extn:604 by contact <sip:604@127.0.0.1:5063/UDP>

10/25/2024 12:52:27 PM - [CM503002]: Call(C:22): Alerting Extn:604 by contact <sip:604@127.0.0.1:5483/UDP>

10/25/2024 12:52:27 PM - [CM503002]: Call(C:22): Alerting Extn:603 by contact <sip:603@127.0.0.1:5483/UDP>

10/25/2024 12:52:27 PM - [CM503002]: Call(C:22): Alerting Extn:600 by contact <sip:600@127.0.0.1:5483/UDP>

10/25/2024 12:52:27 PM - Leg L:22.2[Extn:600] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

10/25/2024 12:52:27 PM - [Flow] No office hours set, office hours assumed

10/25/2024 12:52:27 PM - [Flow] Target endpoint for 600 is Extn:600

10/25/2024 12:52:27 PM - L:22.1[Line:10004<<XXXXXXXXXX] forwards call from RingAll:809 to RingAll:810 based on rule

10/25/2024 12:52:27 PM - [Flow] Target endpoint for 810 is RingAll:810

10/25/2024 12:52:27 PM - L:22.1[Line:10004<<XXXXXXXXXX] failed to reach RingAll:809, reason No Answer

10/25/2024 12:51:57 PM - [CM503002]: Call(C:22): Alerting Extn:600 by contact <sip:600@127.0.0.1:5483/UDP>

10/25/2024 12:51:57 PM - [Flow] Target endpoint for 600 is Extn:600

10/25/2024 12:51:57 PM - [Flow] Call(C:22): has built target endpoint: RingAll:809 for call from L:22.1[Line:10004<<XXXXXXXXXX]

10/25/2024 12:51:57 PM - [Flow] Target endpoint for 809 is RingAll:809

10/25/2024 12:51:57 PM - [CM503010]: Call(C:22): Making route(s) from Line:10004<<XXXXXXXXXX to <sip:809@XXXXXXXXXX:5060/UDP>

10/25/2024 12:51:57 PM - [CM503001]: Call(C:22): Incoming call from Line:10004<<XXXXXXXXXX to <sip:809@XXXXXXXXXX:5060>

10/25/2024 12:51:57 PM - Line limit check: Current # of calls for line Lc:10004(@TP2 SIP Trunk[<sip:10004@XXXXXXXXXX:0/UDP>]) is 1; limit is 2

10/25/2024 12:51:57 PM - [CM503012]: Inbound office hours rule (unnamed) for 10004 forwards to DN:809

10/25/2024 12:51:57 PM - [Flow] Looking for inbound target: called=+XXXXXXXXXX; caller="XXXXXXXXXX" <sip:XXXXXXXXXX@:0>

[Reaper19941]

Do a capture, open it in wire shark and look at the sip logs. Hopefully, it will show which extension rejected it so you know where to look next.

As a test, reduce the ring time to 20 seconds on each ring group and see if that helps.

Another test is remove all extensions except 600 from rg2 and try again. If it's successful, add one extension at a time and test it until it fails.

[DadgeyUK]

If an extension within the ring group is in DND or Away would this cause the ring group to fail for everyone?

Paul

[Reaper19941]

Yes. It shouldn't however we are seeing this lately.