Ring Group extension pick up order preferences

FreePBX
1

We have a sales team ring group to which calls are routed via an IVR.

This ring group contains 5 extensions 206, 212, 230, 221, 260. Though these are not listed in this order in the ring group.

When a call hits this ring group, all available handsets ring.

What we are seeing that in some instances extension 260 picks up a call but this call is being ‘stolen’ by another extension, usually 206, that picks up a second or 2 afterwards.

It’s my understanding that the ring group should be on a first come first server basis but this is evidently not the case - if we put 260 at the top of the list, it still happens - we’ve swapped ethernet cables and the physical phone already but issue is still apparent. Could this be down to the fact that the worst affect extension is a higher value number than the rest? If this is the case what is the work around (if any)? We can’t be swapping extension numbers all the time to balance this up but want to give all the sales team the same opportunity to answer a call.

2

To my understanding there is no preference, or weight of one extension over the other.
Does that extension actually start talking and then get the call pulled from them?

3

Hi VoIPTek,

The user picks up the handset and starts talking but its as if the call doesn’t immediately connect to that extension - the other phones seemingly stop ringing but as before another user picks up their handset shortly afterwards hoping to get the call and actually wins it!

It’s not the case that the extension has a connected call which is then pulled from them whilst the call is live.

It’s my understanding too that there should be no preference, purely first come first served!

4

@jdc_mtxit Have you run a debug while replicating this scenario to see how FreePBX is actually handling the call?