Solved 3CX does not send SIP CANCEL to IP phone

[helge.wiethoff]

We have the problem that several people cannot end calls correctly via the 3CX Windows app or via the web client.

It works for extension 8701:
8717 is calling 8701. Using the 3CX Desktop App (v18.10.461) the call is ended. The call is also ended at the Yealink (10.4.68.174) -> SIP CANCEL packet 14.

It does not work on extension 8243: the call is terminated by 8717 as you can see the screenshot:


I can reasonably understand via the 3CX desktop app encrypted traffic that on both calls a "hang up" results in some TLS packets to 3CX. Whether the 3CX server "sees" these I cannot judge. The log in 3CX is a little more revealing: In the Call Log for 8701 -> 8716 the entry "reason busy" is missing. This entry should be there if someone cancel the call in the app, right?

 

[helge.wiethoff]

Does the call ring endlessly if the user accepts the call?

No.

If it only rings endlessly when the user rejects the call, train the user instead to click the "voicemail" button instead.

Reject = reject the call on this sip device only
Voicemail = move the call from ringing to voicemail (and the PBX will send cancel to all devices).

That's actually a pretty good advice. Thanks!

But it seems like you agree with what @bitn2 said which is a completely different scenario: the caller does not end the call, instead you choose to reject the inbound call on one of your endpoints, but other endpoints keep ringing.

So which is it scenario A or B ?

Sorry for the confusion. The inbound call is rejected by the called user (8243). The Caller does not end the call.

I guess the Workaround suggested by SweetAction is the way to go.

 

[JohnS_3CX]

Ah ok in this case it was a miscommunication so you should ignore our previous conversation.

But @bitn2 is correct on this, if you end the call on one of my many endpoints (for example I have the mobile app, dekstop app, and IP phone) the others will still ring.

3CX supports having multiple endpoints for your extension, you can provision say 10 IP phones to it if you want and they will all ring together.

The incoming call will not stop ringing on the other 9 if you reject the call on 1. Sending to voicemail does solve this, because the call finally gets "answered" by the voicemail box.