We installed FreePBX distro last week and configured it so that when someone calls in, it goes to all the phones so someone here can answer the call. After trying all the internal extensions, it rolls over to a ring group with Zach's cell phone number in it, then the next ring group called Pause which does nothing and has the number of 0, then the next ring group of Tom's cell phone.
If it still has not been answered then it goes to a ring group that has the internal "voicemail" number in it. Here, it leaves a voicemail and then emails us the wav file.
When the system calls the cell phones the person being called has to dial 1 to confirm the call - Zach hasn't been able to answer the call by pressing 1, but Tom can.
We tried Switching the ring group pointing to Zach to point to a third person, and they were able to confirm calls, so it must be Zac's blackberry that has issues.
Well, we switch it back, don't change anything else (intentionally). Call in now, and it says "please wait while we transfer you" just like normal, but never rings either cell phone and basically goes straight to voicemail after trying the internal extensions. If we dial JUST the external phone ring groups from our internal phone, it goes to the phone just fine.
So in summary, something's killing it when going from the ring group for the internal phones to the external cell phone ring groups. What are some settings to look for on this? I can look into settings, I just can't test much until this weekend.
You should switch to queues instead of ring-groups for this task, you can confirm calls in queues just make the first queue failover to the second and make the cell phones call in an order.
More on queues module http://wiki.freepbx.org/display/FPG/Queues+Module+User+Guide
Have you double checked that none of the do-not-disturb (or other options that might send a call directly to voicemail) are set on that extension? There are some FreePBX feature codes that you can dial on that extension to enable/disable these features (I forget what they are at the moment, but you can look up what they're set to in the FreePBX interface).