FreePBX 17 - Calls dropped from queue when call is rejected instead of going to voicemail

[justineric (Justin)]

I just did a brand new install of FreePBX 17. All of the other issues I’ve run into I either found a solution online or stumbled into one on my own. This one last problem though has me pulling my hair out.

On my old system, FreePBX 14, I have a queue with a single virtual extension in it. This virtual extension has Find Me Follow Me configured to send the call to my cell phone. What is nice about a queue is that if a call comes in an announcement can be played and if I don’t pick it up the caller just listens to music until it fails over to voicemail. If I decide to pick it up, using Call Confirmation, I can get the caller ID before accepting the call or I can reject the call, putting the call back into the queue and going to voicemail.

The problem I’m having is that when I reject the call, instead of going back to the queue and eventually voicemail, the call just drops. My old system is set up identically and does not have this problem.

I’ve tried creating new queues and ring groups while guessing and checking every single setting to try to get it to handle the call the way I expect but nothing works. I even tried setting up an extension with Call Confirmation just to see how a plain phone call direct to an extension would work and the same thing happens. The call comes in, I answer to the Call Confirmation, reject the call, and then the call drops. I have the extension set to failover to voicemail but this just does not happen. It makes no damn sense…

The only time I got the behavior that I wanted was when I set the Agent Timeout in the queue to 10 seconds. Anything less and my cell phone doesn’t ring. Anything more and the call drop issue happens. But if I leave it on 10 seconds, answer the call quickly, and then reject the call it goes back into the queue and goes to voicemail.

I’m pretty sure this is a bug but it’s also just as likely that I’m retarded, so no need to tell me that in your reply. If you have any helpful suggestions please let me know. Otherwise, I’m just going to try my luck with FreePBX 16.

[SamShomi (sshomi)]

Not sure if this is related but I seem to remember having to create a dummy extension to solve a similar problem.

I’ve only done it with SIP, not sure the procedure for PJSIP

For SIP, create extension, go to advanced extension settings, set HOST = 1.2.3.4 or some other non-existent IP and set Qualify = No, and add the extension to your queue.

[justineric (Justin)]

Thanks for the reply. I tried adding a virtual extension as well a real extension to the queue but it didn’t make a difference.

I looked in the “Advanced” tab on the PJSIP extension and it doesn’t have a “Host” option.

I’m happy to try a workaround but a permanent fix would obviously be better. I also just wanted to make sure I’m not making some rookie mistake and that my understanding of the queue and Find me/Follow me is correct, because if it is then this issue must be due to a bug.

[SamShomi (sshomi)]

I don’t think a virtual extension works the same as a real or dummy extension internally. A dummy extension is not some hack or workaround. I’ve been using it for years and it’s 100% reliable for what it is intended for which is to appear exactly the same as an always available real extension. Actual real extensions can sometimes become unavailable for various reasons and that can have unintended consequences.