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PASSEDvoip / ring_group_misconfig
Ring Group Misconfiguration — Inbound Calls Not Routing
After a PBX configuration change, all ring groups are pointing to non-existent extensions. Inbound PSTN calls ring once and go to a generic voicemail box instead of reaching the intended departments. Sales, support, and main line calls are all misrouted. The issue was caused by an extension renumbering project that didn't update ring group memberships.
Pattern
VOIP_QUALITY
Severity
CRITICAL
Confidence
85%
Remediation
Remote Hands
Test Results
| Metric | Expected | Actual | Result |
|---|---|---|---|
| Pattern Recognition | VOIP_QUALITY | VOIP_QUALITY | |
| Severity Assessment | CRITICAL | CRITICAL | |
| Incident Correlation | Yes | 20 linked | |
| Cascade Escalation | N/A | No | |
| Remediation | — | Remote Hands — Corax contacts on-site support via call, email, or API |
Scenario Conditions
3CX PBX with 15 ring groups. Extension renumbering from 1xx to 3xx completed. Ring groups still pointing to old 1xx extensions (now non-existent). Calls hitting ring group, failing to find members, falling to default voicemail. Affecting sales (10 agents), support (8 agents), and front desk.
Injected Error Messages (2)
Ring group routing failure — 3CX PBX ring groups pointing to non-existent extensions, sip registration lookup for extensions 100-115 returning 'not found', 15 ring groups with 0 active members, all inbound calls routing to default voicemail, ring group 'Sales' (ext 200) members: none registered
Inbound PSTN calls misrouting — sip registration for ring group member extensions failing, SIP INVITE to ring group returning 480 Temporarily Unavailable for all members, calls falling through to voicemail after 1 ring, 50+ missed customer calls in 2 hours, DID routing intact but ring group membership broken
Neural Engine Root Cause Analysis
The 3CX PBX system is experiencing a critical ring group configuration failure where all ring groups are pointing to non-existent or unregistered extensions (100-115). This appears to be caused by either a bulk extension deletion/deregistration event, database corruption, or a failed configuration change that removed or invalidated all SIP registrations. The 9 correlated incidents in the same time window strongly suggest a system-wide event rather than individual extension failures, indicating either a service restart that failed to restore registrations or a configuration rollback that removed valid extensions.
Remediation Plan
1. Check 3CX service status and restart if necessary 2. Verify database integrity and recent configuration changes 3. Check SIP registration status for extensions 100-115 4. Restore extensions from backup or re-register them manually 5. Verify ring group memberships and update with valid registered extensions 6. Test inbound call routing to confirm resolution 7. Monitor for registration stability
Tested: 2026-03-30Monitors: 2 | Incidents: 2Test ID: cmncjssfr04cpobqekmze988y