Voicemail not working with Hunt Groups

[davidav]

The manual says that you have a hunt group which ends up going to voicemail but I cannot get this to work.

 

All we want is to have 3 extensions ring together and then if none of them are answered within 30 seconds, for the call to go to voicemail. I have tried setting the call to go to the voicemail of one of the extensions in the Hunt Group and I've also tried creating an extra extension with voicemail for the sole purpose of acting as the shared mailbox. But whatever I try, the phone rings for 30 seconds, then the call drops out.

 

If I set the trunk back to calling straight through to one of the extensions - no problems - rings for 30 seconds, then goes to voicemail.

 

What am I doing wrong?

 

BTW, the only reason I'm doing this is because you can't set office hours up for an individual extension - otherwise I could simply set all three phones to ring on the same extension.

[pbx support]

The manual says that you have a hunt group which ends up going to voicemail but I cannot get this to work.

 

All we want is to have 3 extensions ring together and then if none of them are answered within 30 seconds, for the call to go to voicemail. I have tried setting the call to go to the voicemail of one of the extensions in the Hunt Group and I've also tried creating an extra extension with voicemail for the sole purpose of acting as the shared mailbox. But whatever I try, the phone rings for 30 seconds, then the call drops out.

 

If I set the trunk back to calling straight through to one of the extensions - no problems - rings for 30 seconds, then goes to voicemail.

 

What am I doing wrong?

 

BTW, the only reason I'm doing this is because you can't set office hours up for an individual extension - otherwise I could simply set all three phones to ring on the same extension.

 

We tested it here without any issues. Could you please post the version number and the screen shot of the hunt group?

[davidav]

We tested it here without any issues. Could you please post the version number and the screen shot of the hunt group?

version - 4.0.1.3499 (Darwin), running on Mac OS X Server v10.6.4

current settings of Hunt Group attached. I have also tried quite a few other combinations, including:

- Duration set to 30 (same as global default for time to voicemail)

- Final Stage set to 20 which was an extension I tried setting up purely to receive voicemail, with its Time until mailbox picks up set to 1 or 2 secs (I don't want customer to have to wait another 30 secs before getting to voicemail)

- Final Stage set to 10 - preferred option was it going to voicemail on one of the extensions in the Hunt Group but the Admin Guide does say it will only ring an extension once in Hunt Group sequence so I guess this won't work

- same as previous 2 but using Stage 2 Extensions instead of Final Stage

I have also attached screen snap of the settings for the Trunk which the incoming calls come in on.

[Vodia support]

The manual says that you have a hunt group which ends up going to voicemail but I cannot get this to work.

 

All we want is to have 3 extensions ring together and then if none of them are answered within 30 seconds, for the call to go to voicemail. I have tried setting the call to go to the voicemail of one of the extensions in the Hunt Group and I've also tried creating an extra extension with voicemail for the sole purpose of acting as the shared mailbox. But whatever I try, the phone rings for 30 seconds, then the call drops out.

 

If I set the trunk back to calling straight through to one of the extensions - no problems - rings for 30 seconds, then goes to voicemail.

 

What am I doing wrong?

 

BTW, the only reason I'm doing this is because you can't set office hours up for an individual extension - otherwise I could simply set all three phones to ring on the same extension.

 

 

Did you set (Time until mailbox picks up to pick up in 1 sec on the general mailbox?

 

For the sake of simplicity I recreated your scenario.

 

1. Huntgroup has 3 extension 41,42,43. Extension 41 has cell phone redirection enable ( not a necessary step.) . The duration was set to 30 seconds.

 

2.Final Stage set to extension 66 which is my general mailbox (Time until mailbox picks up) is set to 1s

 

3. Made a call to the AA Via DID and dialed the huntgroup account 72. The phones rang, cell phone rang and the general mailbox answered after the 30 seconds timeout.

 

This scenario works local as well.

[davidav]

I set it up again same as your example and same result, ie. does not divert to voicemail. I have attached a screenshot of the Hunt Group setup. Following is logfile extract.

 

[1] 2010/07/28 08:01:09: UDP: TOS could not be set

[1] 2010/07/28 08:01:09: Last message repeated 2 times

[5] 2010/07/28 08:01:09: Identify trunk (line match) 2

[7] 2010/07/28 08:01:09: Set packet length to 20

[6] 2010/07/28 08:01:09: Sending RTP for call-F18C78FA-507C-2D10-0D14-1B352@58.96.1.1#88b1ff4703 to 58.96.1.2:55110

[5] 2010/07/28 08:01:09: Domain trunk Silvereye VOIP@server.silvereye.local sends call to 72 in domain server.silvereye.local

[7] 2010/07/28 08:01:09: Hunt Group 72: Moving to next stage

[7] 2010/07/28 08:01:09: Set packet length to 20

[6] 2010/07/28 08:01:09: Send codec pcmu/8000

[7] 2010/07/28 08:01:09: Hunt group 72 started 3 calls

[1] 2010/07/28 08:01:09: UDP: TOS could not be set

[1] 2010/07/28 08:01:39: Last message repeated 6 times

[7] 2010/07/28 08:01:39: Hunt Group 72: Moving to next stage

[7] 2010/07/28 08:01:39: Hunt group 72 started 0 calls

[7] 2010/07/28 08:01:39: Hunt Group 72: Moving to next stage

[7] 2010/07/28 08:01:39: Hunt group 72 started 0 calls

[7] 2010/07/28 08:01:39: Hunt Group 72: Moving to next stage

[1] 2010/07/28 08:01:39: UDP: TOS could not be set

[1] 2010/07/28 08:01:39: Last message repeated 2 times

[7] 2010/07/28 08:01:39: Call b6c25adb@pbx#1373951105: Clear last INVITE

[5] 2010/07/28 08:01:39: INVITE Response 487 Request Terminated: Terminate b6c25adb@pbx

[7] 2010/07/28 08:01:39: Call a81a50fd@pbx#1854196564: Clear last INVITE

[5] 2010/07/28 08:01:39: INVITE Response 487 Request Terminated: Terminate a81a50fd@pbx

[7] 2010/07/28 08:01:39: Call 8a818820@pbx#905683506: Clear last INVITE

[5] 2010/07/28 08:01:39: INVITE Response 487 Request Terminated: Terminate 8a818820@pbx

[6] 2010/07/28 08:01:39: Send codec pcmu/8000

[7] 2010/07/28 08:01:39: Call b94e448a@pbx#1776389491: Clear last INVITE

[5] 2010/07/28 08:01:39: INVITE Response 487 Request Terminated: Terminate b94e448a@pbx

[5] 2010/07/28 08:01:42: SMTP mail.silvereye.com.au: Alert(1, 0)

[Vodia PBX]

Just tried that here... on the latest and greatest is works as it should.

 

What you can try is to use the mailbox prefix if you want to make sure that the call really goes to mailbox (so use 820 instead of 20 as the final stage). Maybe that makes a difference.

[davidav]

same result I'm afraid. frustrating. Is there any other information I can provide to help diagnose the problem here?

[Bill H]

same result I'm afraid. frustrating. Is there any other information I can provide to help diagnose the problem here?

 

In your attachment there isn't anything in the set for a final destination.

 

I believe you said that the caller was supposed to end up in mailbox 20 if the call was not answered ???

 

What happens if you simply dial 20 ???

 

What happens if you dial 820 ???

[davidav]

If I dial 20 I get automated response saying "no answer to your request" because 20 is not a "real" extension, ie. it isn't setup to ring anywhere.

If I dial 820 it goes straight to voicemail (at least that works!). But per my previous post, if I put 820 as the Final Stage, it still does not work - call is terminated when it tries to switch to the Final Stage.

[pbx support]

If I dial 20 I get automated response saying "no answer to your request" because 20 is not a "real" extension, ie. it isn't setup to ring anywhere.

If I dial 820 it goes straight to voicemail (at least that works!). But per my previous post, if I put 820 as the Final Stage, it still does not work - call is terminated when it tries to switch to the Final Stage.

 

Ok, this may be the issue with the version you are using. Please try the new Mac build (Please make a proper backup of the PBX before using this version - as this is still in the test phase)

 

http://pbxnsip.com/protect/pbxctrl-darwin9.0-4.2.0.3899. This is not an installer.

Please follow the steps below, if you are not familiar with upgrading

 

The default working directory is /usr/Applications/pbx. This is where all the configuration files reside.

 

The PBX binary is by default in /Library/pbxnsip folder.

You need to copy the new binary (pbxctrl-darwin9.0-4.2.0.3899) to this folder & then follow these steps.

 

* chmod a+x pbxctrl-darwin9.0-4.2.0.3899

* sudo /Library/StartupItems/PBX/PBX stop

* rm pbxctrl-darwin9.0

* ln -s pbxctrl-darwin9.0-4.2.0.3899 pbxctrl-darwin9.0

* sudo /Library/StartupItems/PBX/PBX start

[davidav]

Ok, this may be the issue with the version you are using. Please try the new Mac build (Please make a proper backup of the PBX before using this version - as this is still in the test phase)

 

http://pbxnsip.com/protect/pbxctrl-darwin9.0-4.2.0.3899. This is not an installer.

Please follow the steps below, if you are not familiar with upgrading

 

The default working directory is /usr/Applications/pbx. This is where all the configuration files reside.

 

The PBX binary is by default in /Library/pbxnsip folder.

You need to copy the new binary (pbxctrl-darwin9.0-4.2.0.3899) to this folder & then follow these steps.

 

* chmod a+x pbxctrl-darwin9.0-4.2.0.3899

* sudo /Library/StartupItems/PBX/PBX stop

* rm pbxctrl-darwin9.0

* ln -s pbxctrl-darwin9.0-4.2.0.3899 pbxctrl-darwin9.0

* sudo /Library/StartupItems/PBX/PBX start

 

Upgrade installed and is running fine, but it has not resolved the problem - transfer to voicemail in hunt groups is still not working.

[pbx support]

Upgrade installed and is running fine, but it has not resolved the problem - transfer to voicemail in hunt groups is still not working.

 

Can you verify if you call extension 20 directly (not through the hunt group), goes to the voicemail?

[davidav]

Can you verify if you call extension 20 directly (not through the hunt group), goes to the voicemail?

yes, I've tested that - goes directly to voicemail - tested by putting 820 in the Send Call to Extension field for the trunk (see earlier post)

[pbx support]

yes, I've tested that - goes directly to voicemail - tested by putting 820 in the Send Call to Extension field for the trunk (see earlier post)

 

Since can't reproduce it here, we may have to login to your system and try it out. Could you please send login info to support@pbxnsip.com?

[rudik]

I set it up again same as your example and same result, ie. does not divert to voicemail. I have attached a screenshot of the Hunt Group setup. Following is logfile extract.

 

In the screenshot i notice that ONLY stage 1 is used, could you try using all stages before it goes to Final Stage !

 

for example:

Stage 1 10 11 10

Stage 2 10 11 10

Stage 3 10 11 10

Final Stage 820

 

Good Luck !!

[davidav]

In the screenshot i notice that ONLY stage 1 is used, could you try using all stages before it goes to Final Stage !

 

for example:

Stage 1 10 11 10

Stage 2 10 11 10

Stage 3 10 11 10

Final Stage 820

 

Good Luck !!

 

Worth a try but I tested and it doesn't work I'm afraid. When I went back and checked the manual I can see that it shouldn't work anyway because you are apparently not allowed to use the same extension twice in a hunt group sequence, ie. at each stage you have to go to different extensions.

[Vodia PBX]

Worth a try but I tested and it doesn't work I'm afraid. When I went back and checked the manual I can see that it shouldn't work anyway because you are apparently not allowed to use the same extension twice in a hunt group sequence, ie. at each stage you have to go to different extensions.

 

Vertically (from stage to stage) it is allowed to have the same extension, for example this makes a lot of senes:

 

Stage 1 10
Stage 2 10 11 
Stage 3 10 11 12
Final Stage 820

 

If you use the same extension in the same stage, it has no effect. This is like you use it only once.

[davidav]

With Pradeep's help we have found the solution. For some, as yet unexplained, reason our voip provider appears to be cancelling the call after 30 seconds if no answer. It looks like the 30 second delay in the hunt group just happened to coincide with this and hence the call was getting dropped before the transfer to voicemail. Once we set the delay to 29 seconds, the transfer to voicemail happens correctly.

I did test with different delays earlier but we also had other problems with the setup at that time which I guess must have been masking the problem.

On a more general note, the process of setting up pbxnsip has surfaced a number of underlying issues with our voip connection which must have been there for a while but which were not so obvious with our previous ip pbx system. I have a few yet to solve, but we have a workable system now and whilst pbxnsip seems to be pretty unforgiving of voip setup issues, the siplog reporting is excellent and the more I learn about/from its reporting, the closer we get to ironing out all the annoying little wrinkles in our voip connection.