FollowMe issues with external calls

So I’ve got a good one for you gurus and if it matters at all I’m a little pressed for time since it’s upper-management leaning on me about it.

So we’ve just installed FreePBX, came up from an old Trixbox that we replaced due to lack of support/etc. Setup went swimmingly with hiccups being very minor settings changes etc. but the migration was perfect otherwise…

Except for one thing. One users follow me settings just don’t want to work for us. We can get internal calls to her if I dial from my desk to her extension but using my cell phone to hit her direct line rings for awhile until dropping me into her voice mail, no ring on her end.

I’ve deleted the follow me entry twice already and started fresh on it to no avail, her settings are:

Ini ring time: 1
Ring strat: 30
Follow-me list: 217
1714326xxxx#
Announce: None
Music on hold: Ring
CID name: Blank
Alert: Blank

Confirm: Unchecked
Remote/Too-late:Default

Mode: Default
Fixed CID: Blank/greyed out
Destination if no answer: Normal EXT behavior

Thanks guys,
Denny

I’m no guru but…

You said it’s Ring Strat: 30 I’m assuming you actually mean the Ring Time is set to 30. What’s your Ring Strategy set to?

I also assume the Disable box isn’t checked.

I also assume you have an outbound dialing pattern set up for that dialing pattern (no 9 to dial outside for example).

Oh sorry I was typing and… yeah over formatting lol.

Ring strategy is currently: ringall-prim

Time is 30, yes.

Disable is unchecked this error made me check my own follow me settings… same thing is going on for my extension also.

Correct no need to dial 9 or anything else for outbound calls.

Thanks for the support mate.

If you change the Ring Strategy to ringallv2 instead, so it’s no longer dependent upon the desk phone being busy or not, does it then ring?

In my case I set the Initial Ring Time to 15 seconds, Ring Strategy ringallv2, ring time 60

In the list of course have both the extension and the phone number.

I had it originally set to ringall and switched it to -prim just 'cause that’s what I have mine set to on my desk. Either setting had no effect on the issue.

I guess the way I approached follow me (especially in my own case and this particular employee) was: if it’s on then I’m probably not at my desk so there’s little point in it ringing there for any time.

In my case the phone is “on” all the time. I give myself a delay to answer the phone if I’m at my desk but if I don’t answer quickly then it rings in both places. I leave the confirmation box checked so that it never accidentally goes to my cell phone’s voicemail instead of my office voicemail. If I leave, I can put the phone in DND and then it only rings the cell phone.

But of course none of this explains why in your case the cell phone never rings when your desk phone has follow-me turned on and there’s a direct dialed call coming to your phone. If it was from a ring group or Queue then I’d look at that, but direct dialed eliminates them from the equation.

In the extension itself (not the Follow-me) is VmX Locater Disabled?

Yeah I know what you mean. I’m the type who’d just turn follow me on when I’m leaving and off when I come back. This particular employee just works from home most of the time.

VmX locater is off, yes.

Ok. I’m stuck then. You have Follow-me that works on one extension, but not on another and you’ve compared the two settings and they are identical. Unless the second user has a broken cell phone, or the call is timing out before the signal to the cell phone connects, I’m stuck.

When you look in the log file, what is it telling you the status of the call attempt to the cell is doing?

Wait did I imply that both extensions follow me is working? I tested mine after all this came to light and it actually appears follow me externally isn’t working on my phone either…

Sorry about that! I’ll ask my director to check his right now and we’ll see if we’re 0/3.

I’m sorry. I thought it was just the one extension that didn’t work. If none of them work then I’d look elsewhere. Well, the log is still a great place to look as it will have valuable information.

Having said that, I’d be more suspicious of the outbound route again. From your example it appears you’re dialing 1areacodenumber or 1NXXNXXXXXX

Based on that I’d assume your cell phones are all long distance calls or that your trunk provider assumes they are long distance calls. In either case you’ll need a dialing pattern that matches PLUS you’ll need your provider to accept that call and treat it correctly. If you dial 1NXXNXXXXXX from the phone it connects to the cell?

If I dial 1714326xxxx from my desk phone it does ring my cell phone directly. It also dials out without the 1 but I’m pretty sure I tried that already. I’ll try again for the sake of being thorough.

Just ran the test now, dialing my direct line (non-extension) from a neighboring phone does not send to my cell phone. This is after I dropped the 1 from in front of it.

If I dial my extension of 221 from the director’s phone it goes to my cellphone as intended. This is just very strange, lol.

And what does the log show is happening to the call?

Okay here’s the log that seems appropriate to a call I made just now… I’m gonna try to obscure as the actual phone number wherever I can, lol.

[2012-06-21 13:50:49] VERBOSE[20191] sig_pri.c: -- Requested transfer capability: 0x00 - SPEECH [2012-06-21 13:50:49] VERBOSE[20191] app_dial.c: -- Called DAHDI/g0/1714267XXXX [2012-06-21 13:50:49] VERBOSE[20191] app_dial.c: -- DAHDI/i1/1714267XXXX-387 is proceeding passing it to Local/1714267XXXX@from-internal-5ea6;2 [2012-06-21 13:50:49] VERBOSE[20189] app_dial.c: -- Local/1714267XXXX@from-internal-5ea6;1 is proceeding passing it to DAHDI/i1/2600-386 [2012-06-21 13:50:49] VERBOSE[20187] app_dial.c: -- DAHDI/i1/714829XXXX-385 is ringing [2012-06-21 13:50:49] VERBOSE[20187] app_dial.c: -- DAHDI/i1/714829XXXX-385 is making progress passing it to SIP/221-00000938 [2012-06-21 13:50:49] VERBOSE[6942] sig_pri.c: -- Span 1: Channel 0/4 got hangup request, cause 1 [2012-06-21 13:50:49] VERBOSE[20191] chan_dahdi.c: -- Hungup 'DAHDI/i1/1714267XXXX-387' [2012-06-21 13:50:49] VERBOSE[20191] app_dial.c: == Everyone is busy/congested at this time (1:0/0/1) [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [s@macro-dialout-trunk:23] NoOp("Local/1714267XXXX@from-internal-5ea6;2", "Dial failed for some reason with DIALSTATUS = CHANUNAVAIL and HANGUPCAUSE = 1") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [s@macro-dialout-trunk:24] Goto("Local/1714267XXXX@from-internal-5ea6;2", "s-CHANUNAVAIL,1") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Goto (macro-dialout-trunk,s-CHANUNAVAIL,1) [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [s-CHANUNAVAIL@macro-dialout-trunk:1] Set("Local/1714267XXXX@from-internal-5ea6;2", "RC=1") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [s-CHANUNAVAIL@macro-dialout-trunk:2] Goto("Local/1714267XXXX@from-internal-5ea6;2", "1,1") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Goto (macro-dialout-trunk,1,1) [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [1@macro-dialout-trunk:1] Goto("Local/1714267XXXX@from-internal-5ea6;2", "continue,1") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Goto (macro-dialout-trunk,continue,1) [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [continue@macro-dialout-trunk:1] GotoIf("Local/1714267XXXX@from-internal-5ea6;2", "1?noreport") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Goto (macro-dialout-trunk,continue,3) [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [continue@macro-dialout-trunk:3] NoOp("Local/1714267XXXX@from-internal-5ea6;2", "TRUNK Dial failed due to CHANUNAVAIL HANGUPCAUSE: 1 - failing through to other trunks") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [continue@macro-dialout-trunk:4] Set("Local/1714267XXXX@from-internal-5ea6;2", "CALLERID(number)=") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [1714267XXXX@from-internal:7] Macro("Local/1714267XXXX@from-internal-5ea6;2", "outisbusy,") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [s@macro-outisbusy:1] Progress("Local/1714267XXXX@from-internal-5ea6;2", "") in new stack [2012-06-21 13:50:49] VERBOSE[20189] app_dial.c: -- Local/1714267XXXX@from-internal-5ea6;1 is making progress passing it to DAHDI/i1/2600-386 [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [s@macro-outisbusy:2] GotoIf("Local/1714267XXXX@from-internal-5ea6;2", "0?emergency,1") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [s@macro-outisbusy:3] GotoIf("Local/1714267XXXX@from-internal-5ea6;2", "0?intracompany,1") in new stack [2012-06-21 13:50:49] VERBOSE[20191] pbx.c: -- Executing [s@macro-outisbusy:4] Playback("Local/1714267XXXX@from-internal-5ea6;2", "all-circuits-busy-now&pls-try-call-later, noanswer") in new stack [2012-06-21 13:50:49] VERBOSE[20191] file.c: -- <Local/1714267XXXX@from-internal-5ea6;2> Playing 'all-circuits-busy-now.gsm' (language 'en') [2012-06-21 13:50:49] VERBOSE[20189] app_dial.c: -- SIP/217-00000939 is ringing [2012-06-21 13:50:51] VERBOSE[20191] file.c: -- <Local/1714267XXXX@from-internal-5ea6;2> Playing 'pls-try-call-later.gsm' (language 'en') [2012-06-21 13:50:53] VERBOSE[20191] pbx.c: -- Executing [s@macro-outisbusy:5] Congestion("Local/1714267XXXX@from-internal-5ea6;2", "20") in new stack [2012-06-21 13:50:53] VERBOSE[20189] app_dial.c: -- Local/1714267XXXX@from-internal-5ea6;1 is circuit-busy [2012-06-21 13:50:53] VERBOSE[20191] app_macro.c: == Spawn extension (macro-outisbusy, s, 5) exited non-zero on 'Local/1714267XXXX@from-internal-5ea6;2' in macro 'outisbusy' [2012-06-21 13:50:53] VERBOSE[20191] pbx.c: == Spawn extension (from-internal, 1714267XXXX, 7) exited non-zero on 'Local/1714267XXXX@from-internal-5ea6;2' [2012-06-21 13:50:53] VERBOSE[20191] pbx.c: -- Executing [h@from-internal:1] Hangup("Local/1714267XXXX@from-internal-5ea6;2", "") in new stack [2012-06-21 13:50:53] VERBOSE[20191] pbx.c: == Spawn extension (from-internal, h, 1) exited non-zero on 'Local/1714267XXXX@from-internal-5ea6;2' [2012-06-21 13:51:21] VERBOSE[20189] app_dial.c: -- Nobody picked up in 30000 ms

Here’s to hoping .code. tags work properly! Oh it’s probably relevant: numbers preceded with 829-XXXX are desk phones and the 267-XXXX is the employee’s cell.

It’s not finding a trunk available to place the outside call. You said it works when you call from an extension… but your trunk isn’t in use at that time. When you call from outside, your truck is in use and appears to not be able to accept the second call over the trunk.

Others may read the log better than I.

Our previous TrixBox worked with this same setup? All we did was migrate extensions, DIDs, and voicemail boxes (oh that was fun), everything else is the same.

I guess what I mean by that is so what changed to make it not work now? =\

This still looks like the outbound route or trunk is not set up correctly. Go look carefully at the outbound trunk. If you Google “Dial failed for some reason with DIALSTATUS = CHANUNAVAIL and HANGUPCAUSE = 1” You will see a lot of people have had this issue and it’s the trunk.

Most of those seem unrelated, I’m seeing a lot of “HANGUPCAUSE = 20” =\

Tried custom extensions today, deleted an absent employee’s extension and gonna remake it to try that out. So far zero progress. If I was looking for issues in the trunk what kind of commonly missed settings should I keep an eye out for?

Do you only have the one trunk? Since you can place outbound calls from that extension the trunk works. It leaves a couple of options that I know of. I’m just a user, not an expert. Either the trunk can only accept one call at a time, or the dial patter isn’t set up correctly in the outbound route.

In my case I dial a 9 in front of every call over my VOIP trunk (I use a 6 if I want to route over POTS lines). So in my outbound routes my dial patterns all have a 9 prefix listed, no prepend listed, and the match pattern.

In your case you’re using a 1 instead of a 9 so you dial 1 in front of every call, both local and long distance so you have a 1 in the Prefix fields on the outbound routes.

On the trunk, I have a Dialed Number Manipulation Rule showing prefix 9 match pattern and prepend prefix match pattern. In your case you’re going to need to put a 1 in there to remove the 1 before the call is sent to your provider so they’re left with just the number. What I don’t understand is why you’d be able to dial a number that way from the phone, but not via the Follow-me feature.

Something else to be aware of, and this is different than Trixbox, the Trunk Name must be exactly the same as the name used to describe the trunk. In the Peer Details username= must be the same as the trunk name. This will be the same as the first part of the Register string.

If the trunk name was setup incorrectly as described in your last paragraph would it even allow outgoing calls at all? That seems like an issue that’d gum up the whole system.

The 1 I put in as habit to keep myself remembering all phone numbers are 1-areacode etc., if I just dial areacodeXXX-XXXX it does work fine… at least since my desk/cell phones have the same area code.

With VOIP you don’t need the 1 at all even for long distance. (unless it’s something your provider needs). 9 is typical for an outside line on a PBX system so 9+AC+local number is the most common format found. Even if you’re in the same AC you still dial it the same way with most VOIP providers, but not with POTS service.

If you set up your follow-me so the number doesn’t have the 1, it’s just AC+Number, does it work? Do you have a dial plan set up for that?