SOLVED Why would a deskphone Decline

[mprhilL]

IncrediblePBX on a Pi. Relatively new install. I have one extension, a Panasonic KX-UT248, that frequently returns "603 Decline" when notified of an incoming call from outside. I thought maybe the hardware was causing the problem, so I put a new phone in place, and we still have the same issue. This is the only phone out of 20ish that I've seen this problem. The calls come in through a time condition and ring group. The other members of the ring group respond correctly and ring.
This is an issue since the phone that fails is the admin assistant who is supposed to answer the phone. She can hear the other phones ringing, and can pick up the call. So it isn't completely tragic, but it isn't a good look. Today out of about 5 or 6 calls with the replacement phone, 1 failed.

Are there any settings on the server that might make this more or less likely?
What would make a phone return that?
Any suggestions for what to try next?

My internet searches have not helped me, so I'm hoping to find some insight here.

 

[kenn10]

The 603 Decline error means that the phone received the call notification but declined to accept it back to the PBX. Check to see if the extension in the PBX allows all common CODEC's and see which CODECs are enabled in the phone. Secondly, look at the registration timeout between the extension in the PBX and the settings in the phone. The phone may be timing out because the registration time on the PBX is longer than the phone.

 

[kenn10]

Extension settings on the particular extension in the PBX to check:

 

[kenn10]

Bring up another extension on the PBX that works and open a second window with the extensions in question. Compare side by side and look for differences.

 

[kenn10]

In the default ring group settings, the group will skip the admin if they are on another call or have no available call appearances. Check the extension to be sure "call waiting" is enabled. Then check the ring group for this:

 

[mprhilL]

Hmm.... there are no differences. Even did Bulk Export and compared in Excel. I have the qualify frequency at 60 instead of 30, and Transport set to All. Also don't have the "Send Connected Line" option.

I tried moving that extension to the beginning of the ring group list.
Skip busy is "No" and Call Waiting is enabled.

 

[KNERD]

Is it doing it for all calls, or just some?

 

[mprhilL]

Just some. This morning, I think I saw 5-8 calls inbound, and only one of them had the issue.

 

[KNERD]

Just some. This morning, I think I saw 5-8 calls inbound, and only one of them had the issue.

A 603 can also mean a blocked call. May want to compare blacklist to the telephone numbers

 

[kenn10]

You could try this after hours: I think I would remove the extension from the ring group and then delete the extension. Save changes and then re-enter the extension from scratch. After the extension is up and running, try calling it from other phones on the systems and insure it is working. Next, point the incoming number directly to the extension instead of the ring group and test multiple incoming calls. If all is good, put it back in the ring group and test some more.

If something is corrupted in the database, deleting and re-adding the extension may fix the issue.

 

[mprhilL]

I checked the server and no blocked numbers. I checked the phones, and they have the ability to block numbers, I didn't think she would have set it up so soon, but she had already added one. We took it off. I'm going to check the logs and see if that was the number that her phone was declining, but I think it was.

Kenn10, I had similar thoughts to try to add a new extension for her. If clearing the block doesn't work out, I'll have to try that.

 

[mprhilL]

So, it isn't a perfect match, but most of the calls that her phone declined were in her block list. I hadn't reset her old phone, so I was able to see the list of blocked numbers, and most of the Declines were on that list.

I'm amused that she was complaining that she wasn't receiving calls that she had blocked. Since the call didn't show on her phone, she didn't realize it was one of the ones she blocked. I'm going to do any blocking server-side for her, and keep the blocks off her phone.