Two phones, one extension trouble with two calls

FreePBX Endpoints
1

I’ve got an office with two receptionists that share an extension, but each have their own phone. In find me / follow me I have a follow-me list that includes that same extension number, as well as several other extensions.

It used to be that if one of the receptionists was on the phone and another call came in, the other phone on the same extension would ring. However, that quit working at some point in the last couple of months. Now, when one phone is in use, it skips the other phone with the same extension, but it rings the rest of the extensions in the list.

Neither phone is on DND, and I tried removing the extension from the follow me list, and it didn’t change things. I also tried setting "Device State Busy at” to 2, but that didn’t help either.

I can use both phones still, making outgoing calls, for example. But I need to be able to receive separate calls and have the phone that is not in use ring.

Any suggestions for what might have changed or what I can do to fix this?

2

Personally, I would set up each phone with a different extension, and have the incoming calls go to a ring group with each extension in it. Maybe someone has some input on fixing your current setup, but if I was working your issue I would change the setup.

3

What is the ring strategy set to?

4

The ring strategy is set to ringallv2

5

Did you check their Call Waiting status?

6

I did not. I just checked and Call Waiting is disabled. Should it be enabled?

Thanks for your help!

7

I figured a ring group is what somebody would recommend. However, will voicemail just work on both phones? My reading suggests that it won’t.

8

Set the failover destination for the Ring group to the Voicemail for the extension.

9

Yes, without call waiting the extension will only accept one active call at a time.

10

Interesting. That fixed it.

Thank you!