3CX BLF Pickup Behaviour

[Maurice Lefevere]

Hi All,

So as far a i know this has always been working, but i can't get it to work on v18. I will try to describe it as good as possible.

Devices:
Yealink T46S
Yealink W60B DECT

User:
Rights: Perform operations (divert, transfer, pickup)


I gave, to test it, the user all possible rights on the user rights tab.
The Yealink W60B is a standalone phone with a BLF key on the T46S
The W60B is in a ring group called "Emergency"

Now; when i call to the emergency group, the device that is in that group, the W60B is ringing. On the T46S the BLF key fro the W60B is blinking. When i press that key i transfer the call to me.
So far so good.

The problem is that when i have that T46S in a queue and a queue call is ringing on that phone it is not possible to pickup the call on the ring group first. When i then press the BLF key for the W60B it dials *20* and then picks up the call from the queue that is ringing on the phone.

What i would like to see is that when i have a call from the queue ringing on my deskphone, and an emergency call is coming in, i can click the BLF key from the W60B and pickup that call first. The normal queue can wait.

 

[ChrisC_3CX]

If you are using a BLF key for an extension registered on one of the W60B's handsets, then what should happen is the T46S will dial *20*EXT# where EXT# is the extension number of the W60B's handset. If this is what is happening then it should pickup the call ringing on the Ring Group. You say you see *20* being dialed and this would explain why you are picking up the Queue Call (it was probably received first). Hence the question is if you are using the correct BLF key and type to pickup the call.

 

[Maurice Lefevere]

Hello Chris,

I use this:


So indeed what i expect when i press the key is that it calls *20*350, but when another call from a queue is presented and i hit the BLF key it doesnt call *20*350 but instead calls *20* and picks up the queue call.

 

[ChrisC_3CX]

I just tested the exact same scenario with the exact same devices and what was dialed was *20*EXT# so I would recommend that you:

1. Factory reset the T46S.
2. Check that it's running the latest 3CX supported firmware.
3. Reprovision it as per our guide.
4. Give it another go and let me know what happens.

 

[Maurice Lefevere]

Hi Chris,

Did you also tried it when the device was ringing from a queue call?. This is the only time the problem occurs. It's not having problems when the phone is idle and i press the BLF key.

It's not just on 1 T46S. They have 5 of them al behaving the same.

- Firmware is up-to-date with supported firmware
- Provisioning is done by that guide.

 

[ChrisC_3CX]

Did you also tried it when the device was ringing from a queue call?.

Yes I did that exact scenario:

• T46S in Queue.
• W53H on W60B in Ring Group.
• T46S has BLF for W53H extension.

1. Incoming call to Queue, T46S ringing
2. Incoming call to Ring Group, W53H ringing.
3. While both ringing, pressed BLF key on T46S.
4. Saw that it dialed *20*EXT# and Ring Group call was picked up and answered.

 

[Maurice Lefevere]

Might it be possible that it has something to do with the Raspberry Pi as SBC?.
I can't reproduce the problem here. It works. But we have an on premise installation and no SBC.

 

[ChrisC_3CX]

Might it be possible that it has something to do with the Raspberry Pi as SBC?.

I tested this with an SBC as well, a Windows host but an SBC nonetheless. I doubt it has anything to do with it though.

By the way, just to clarify, when you say it works when not using a Queue, do you actually see *20*EXT# on the IP Phone's screen or do you still see *20* only?

 

[Maurice Lefevere]

No i just see *20* in the display.
Tested it a few moments ago with a Yealink T54W

Can't get my head around it

 

[ChrisC_3CX]

I have to say this is very strange. As you are a silver partner I think you should consider taking this up with our Support who can investigate further by reviewing the PBXs logs.

Before submitting a ticket though, make absolutely sure that:
• You are running the latest stable version of 3CX (currently 18.0.2.314) UPDATE: Now it's 18.0.3.450
• The IP Phones are running the latest 3CX supported firmware.
• The IP Phones have been provisioned using the 3CX default templates.
• The 3CX PBX at hand is generally running a 3CX Supported configuration.