Missed Queue Calls on Yealink T54W Not Displayed Correctly in 3CX Multi-Tenant Mode

[SAV.IB]

Hello,

On a dedicated license installation, when a user misses a call coming from a queue, a flashing red visual notification appears on Yealink T54W phones. In addition, missed calls are displayed in red in the call history.

Issue encountered:

Since migrating my customers to a 3CX multi-tenant server, this behavior no longer works for queues:

• The visual notification on the T54W no longer appears.
• In the call history, missed calls are displayed in gray instead of red.

However, with ring groups, the behavior is correct:

• The visual notification is displayed properly.
• Missed calls appear in red in the call history.

Has anyone experienced the same behavior?

Is this a known limitation or a bug in multi-tenant mode?

How can I resolve this issue?

Kind regards,
Alain

 

[Alphabetic]

IIRC, missed calls from queues are not displayed on the phone or 3CX app, this isnt limited to MCM.

 

[JohnS_3CX]

What you described above is the intended behavior specifically for IP phones: ring groups can show missed calls, queues do not show abandoned queue calls.

It was the same on the other system you remember, probably had ring groups there instead of queues.

 

[SAV.IB]

Hello,

After opening a ticket with Yealink, here is their feedback:

Hi Team

This is Andy from Yealink technical support team. Nice to work with you.


I checked the log and see some CANCELED call:

Code 200 will be considered as a answered call(for example,call answered elsewhere), check if your history record this call as "Answered"

Normally for a cancelled call, it should contains Reason: Q.850;cause=26

Please double check with your service provider and check with that.

Thanks for your cooperation and please feel free to contact with us.

Best Regards

Andy

If I understand correctly, the 3CX server is sending a 200 OK response for missed queue calls instead of Q.850;cause=26.

As a result, the phone assumes that the call was answered elsewhere.

3CX should send:

• 200 OK if the queue call was answered by another user within the queue.
• Q.850;cause=26 if the call was missed by all users in the queue.

Kind regards,

Alain.