Multiple DID's to an extension act differently with FMFM

The customer service manager at one of our clients has two DID’s terminating to her extension. One originating in California and one in Colorado. FMFM is setup on the extension to go to her cell phone if she is away from her desk.

The Colorado DID and any call coming through their system works as configured. “Confirm Calls” is turned on. The California DID rings the FMFM, the deskphone rings and if unanswered the cell phone rings once and immediately goes to the cell phone voicemail.

The inbound routes are setup exactly the same, no privacy or other settings turned on in one or the other differently.

FMFM is configured to ring the deskphone 7 seconds and then the FMFM list (the extension and the cell number with the #) for 30 seconds. “No Answer” is setup for normal behavior.

This extension is in a ring group, but the issue does not occur when coming though the system only when the DID is dialed directly.

Not sure why this would matter, but the “Max Contacts” is set to 3 in advanced on the extension.

Appreciate any suggestions or questions…

You’re trying to think of this as a monolithic problem, and it clearly isn’t.

A call (in Asterisk) is actually a series of activities, one after another. For example, you have trunks set up that talk to servers and deliver calls to your inbound routes. Once the inbound routes are instantiated, the route handles the call and passes it to (in your description) either an extension or a ring group. If the call is routed to the ring group, all of the phones (including the phone in question) ring, including your extension in question.

Once the call is being handled at an extension, the FM/FM kicks in and handles the call.

It shouldn’t matter which inbound route the call is coming in on - once FM/FM is hit, it’s going to operate the same way every time. Let’s focus on that part of the call.

The fact that the call goes immediately to the phone’s voice mail tells me that part of the problem is in the actual cell phone. This could be because of one of many possibilities, including things like Caller ID and how the number is dialed.

The logs we’ll want to start with are in /var/log/asterisk/full when the call goes to the extension and gets forwarded. If the process for both DIDs is the same (in the logs), then the problem is probably not at this end. There might be some other interesting data in the logs that we might be able to look into.

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