ISSUE: queue -> call drops after 1 try voicemail doesn't pick up

As per subject

if someone calls as per my inboud routing the call is picked up by digital receptionist and then goes to a queue

the queue has 2 static agents
both agents are set up to fork call and forward if unavailable to their mobile phones (setup as classic extension)
ring strategy of the queue is fewestcalls
failover destination of the queue is voicemail

the problem is when someone enters the queue the call is forwarded only once and if the agent doesn't pick up the mobile phone then the call drops without even going through voicemail

seems like this is a bug
please let me know

Thanks

RE: ISSUE: queue -> call drops after Ring No Answer

Well, I understand what you mean in principle, but this can't be considered as a bug when you go through the logistics of this type of calls.

Let me start with the basic premise of PBXes, when it hands over a call to the PSTN via a SIP trunk to an ITSP. As soon as the call is accepted by the SIP Proxy of the ITSP, the SIP Proxy of PBXes is no longer in control of that call.

So, that call can't be easily directed to the extension's voicemail on an RNA, but it can very easily end up on the mobile phone's voicemail. When a call leaves the OnNet world (VoIP) for the OffNet world (PSTN), the transition is not as smooth as we would like it to be. That distinction is often blurry, but I assure you it exists.

However, if you would like to pursue this further, we need to examine what type of SIP message your ITSP sends back to PBXes on an RNA call. Since this is bound to be different for every ITSP, I suggest you buy some Support credit, so we can look into this for your ITSPs in particular.

RE: ISSUE: queue -> call drops after 1 try voicemail doesn't pick up

Hi Diafora

thanks for the reply

before I buy some support can you tell me what it means "congestion" found in the call monitor log as follows:

2009-05-30 01:18:44 "sales" <0xxxxxxxx> 9102 ­ from-internal-cont Congestion 00:00:00

just wondering if that can be part of the problem

about your explanation, let me add some additional details to my issue description as I believe it will help fixing this issue:

as mentioned above every extension is setup to fork and forward if unavailble to it's mobile phone

example:
ext 100 (sip ext)
ext 9100 (classic ext - follow me of ext 100)

if I setup an inbound route to dial ext 100 the call is routed properly and forwarded to the mobile and if the mobile doesn't answer the call is properly routed to voicemail of ext 100.

so it works and very nicely

but if I set up a queue to ring 100 and 101 and set the queue fewestcalls then the call drops

to my knowledge there is no difference in the kind call that is been made in the 2 different scenarios described above; the SIP proxy involvement is exactly the same whether I dial 100 from inbound routing or dial 100 and 101 from a queue

This is the reason why I thought it could be a bug
can you please clarify the above and then if needed I am also open to buy support, but it seems to me it's an issue of how the queue handles the call

I hope it helps
let me know asap
Thank you very much!

This post has been edited 1 time(s), it was last edited by ter on 30.05.2009 at 18:57.