Extension will not answer when calling the RG, but works when direct dial

General Help
1

So we have an extension that is part of a ring group. When the ring group is dialed, the phone rings, but when the user picks up the handset, it just keeps ringing. If you directly dial the extension, it works fine.

FreePBX v 16.0.40.11
Sangoma S305

Any ideas? Where should I even start?

(did search and could not find a topic like this)

2

first I’d make sure the extension has the latest firmware. If so, factory reset the phone and let it get a fresh config.

3

Why would that matter? What we need here is an actual debug to see what is happening.

4

@BlazeStudios because making sure you are on the latest firmware is SOP and always matters when weird behavior is happening. I’ve cured many a weird problem with FW updates But, yes you are correct, logs would be good here.

5

The only difference between a ring group calling a device and calling the device directly is that the ring group may also simultaneously ring other devices. As for as the phone is concerned is just another call coming in directly to the device. It has no knowledge of the other devices that are being called.

So if they can dial the extension and it answers fine, then what is happening when a ring group is making the call? Because as far as the phone is concerned, this is just another inbound call.

6

agreed, so this is “weird” behavior… And as the OP indicated, it’s only THIS phone. Other phones ring and can be answered when the RG is called. (unless I read the OP wrong)

So that points to a config issue with the phone or extension most likely although I can’t think of what that would be so as you said… Logs would be helpful.

Also the phone IS ringing, it just doesn’t sense it going off hook for some reason. Given that other phones in the RG don’t display this behavior, it points to the phone itself…

I wonder if he takes the phone off hook with speakerphone if the phone answers the call. Did the user perhaps edit the local phone settings somehow? I believe I had a case in the past when a user inadvertently turned on headset priorty pickup when no headset was installed and similar wierd issues occurred with not being able to pick up certain calls but direct calls were ok.

7

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