Internal call goes to voicemail but external call doesn't

I enabled voicemail on an extension on a system running the FreePBX 5.211.65-15 distro that I just installed.
When I call the extension internally I get the voicemail message but when I call the external phone number that makes this extension ring it just keeps on ringing and voicemail does not activate.
Any idea why this is happening and how to solve it?


Logs would be helpful.

How is the DID routed to the extension?

When you call the DID is the extension ringing? I ask because you can have a route that rings until the caller hangs up.

You pointed me in the right direction.

I had another look and found that in the ring group I had set “Destination if no answer” to “Terminate Call Hangup”.
I have now set it to the right extension.
Everything is working now.

Thank you very much for your help!