I’m having a strange issue which I can replicate in any FreePBX easily.
Callers is sent to a Queue.
Call is answered by the agent.The agent then transfers the call to a ring group.
This ring group has 2 extensions with # at the end so the follow-me can work. (Ex : 225# and 228#)
The no answer destination of this ring Group is Voicemail/Unavailable Message Ext 307.
If either 225 or 228 have their follow-me enabled, everything works as expected. If one of these extensions has their follow-me disabled, the call will end up in the voicemail of that extension instead of Voicemail 307.
I have no idea why!
I have recreated a Queue with default settings or changing one setting at a time, I get this behaviour everytime. When I call the Ring group directly I cannot replicate this issue! So there is something between the queue/ring group and # option that I can’t seem to put my finger on.
When you suffix a number in a ring group with a # character, it tells the ring group to call that extension with the call flow EXACTLY as if the number was dialed from a local extension. Putting 225 in a ring group says ring the device(s) at 225 and don’t do anything else. Putting 225# in a ring group says dial extension 225 and follow the failover to whatever normally happens when 225 doesn’t answer, which is 225 voicemail.
I get that, it makes sense. Yet, When I call the ring group directly this does not happen it will respect the No answer destination of the ring group. Also, if the 225 has the follow-me enabled, even the call going through the queue and being transferred to the ring group will end up in the No answer destination of the ring group.
So, it doesn’t behave that way or else it would always go to the 225 No answer destination.
Something else is missing.
Yes PBX is up to date (All updates ran last wednesday). Logs show nothing but ringing in correct ring group and 225 Unavailable. Only when the follow-me is disabled. If follow-me is enabled it will show 307 as unavailable.
If the call goes directly to the Ring Group, it works fine whether or not the extensions have their follow-me enabled.
If the call goes through the queue is answered and transferred to the ring group, it will only work if the extensions have their follow-me enabled.
If one of those extensions and their follow-me disabled, the call will end up in that extension’s no answer destination instead of the ring group’s no answer destination.
Here is the CEL of one of these calls going to the wrong destination :
Finally, a queue has nothing to do with it!
We realized this is caused by the type of transfer used.
If any call is transferred to the ring group using a blind transfer, it will work properly.
If we aren’t quick enough and use a semi-attended transfer the issue occurs!
I realize using a BLF and setting the phone transfer dss key mode to Blind transfer will resolve this but the client needs to keep the phone transfer dss key mode to New call for other BLF’s.
