@PXAbstraction wrote:
Hey all! I'm unfortunately inexperienced with FreePBX but I'm hoping someone can help. I tried creating an account on their forums but it refuses to let me log into it now. I work for an MSP that recently took over for a law firm that uses Grandstream GXP2170 phones on top of a FreePBX/Asterix system. The previous IT left us very little documentation and we're working a bit blind here.
This one's a weird one. So I'll break down the scenario here. The phone in question belongs to a Legal Assistant, who works with 3 different lawyers at this firm. Her phone is setup to show their three extensions on soft buttons on the left side of the screen. When they are on the phone or their phones are ringing, the buttons go solid or flashing red respectively to indicate this. What's also supposed to happen is if the lawyer's phones ring and they don't answer after 10 seconds, it's supposed to start ringing her phone, flashing the respective lawyers line and also showing the call display info of whoever's calling.
The problem was, around Easter this year (just after we took over here), she says she went to set a voice mail greeting to indicate she'd be away for a few extra days (something that shouldn't impact this at all) and the forwarding got all screwed up. Here's what happens now. Instead of ringing the lawyer's line for 10 seconds before kicking to her, it rings for about 3 seconds. In addition to that, when her phone starts ringing, it acts like she's getting a direct phone call, so the indicators of which lawyer's phone is ringing disappear and she can't tell who the call was for. Weirder still, the call display shows her name and extension in this scenario. So instead of seeing what lawyer's line is forwarding and who the call is from, the phone is just telling her that she's receiving a direct call from...herself.
I tried comparing her extension to another similarly configured one that works and everything seems to line up. I asked about the issue on the Grandstream forums and was told to try deleting her extension, factory resetting her phone and effectively, setting the whole thing up from scratch. I did that and the issue persists still.
I'm kind of tearing my hair out at this point. Unfortunately, working rather blind as we are, I'm fumbling around a bit and am out of ideas.
If anyone can help, I'd greatly appreciate it. Thanks!
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