3CX Extensions Seem to be Sharing Lines - Outbound calls via Desktop App

[voipmaster32]

Two of our extensions seem to be sharing a line or similar. We are using 3CX V18, Self hosted.

The problem is as follows, given the following scenario:

Ext 100 initiates a call to any number (usually external number) via their 3CX Desktop App. When 200 makes a call from their 3CX Desktop Client, it places extension 100 on hold. Ext 100 can take their line off hold, but when they do this, 200 goes on hold. It seems they are sharing the same line and as such only one of them can be on an active call at the same time.

There are no inbound or outbound rules that seem to be conflicting with their extensions. I have tried removing them both from all queues they are apart of just to rule this out. I have confirmed both users are signed into the correct 3CX account on their desktop app.

The users of this system are using the desktop app in an RDS environment, however none of the other users are experiencing this issue. Furthermore, the issue is reproducible most of the time for these two users, however there have been a few instances where the two lines have worked fine.

The following logs seem to indicate that extension 200 sent a request to 100 to drop the call, but I don't know why this would have happened:

2022/xx/xx xx|2016|0079|Dbg|MYPHONE: HandleRequest from 200@xxx
2022/xx/xx xx|2016|0079|Dbg|MYPHONE: Incoming request
2022/xx/xx xxx|2016|0079|Dbg|MYPHONE: _DAC([xxx RequestDropCall]) - 00:00:00.0006672 - from 200

Any help would be greatly appreciated

 

[voipmaster32]

bump

 

[Charles_3CX]

Please note that using the Desktop apps without an IP phone in an RDS environment is not recommended. It is the only method we support per the guide.

"The 3CX desktop application in Terminal Server is supported only while controlling a hard phone in uaCSTA, not when calling through virtual audio devices."

We can only suggest provisioning desk phones with the specific extensions at this stage, and in case the issue persists, we will be able to troubleshoot further as per the ticket opened with tech support. Please update your ticket with tech support once the system is configured in a supported way.

Additionally, we move the system to 3cx hosted and use the 3cx SBC to provision IP phones that will be paired with each user's Desktop app within RDS if you must use an RDS environment.

 

[voipmaster32]

Please note that using the Desktop apps without an IP phone in an RDS environment is not recommended. It is the only method we support per the guide.

"The 3CX desktop application in Terminal Server is supported only while controlling a hard phone in uaCSTA, not when calling through virtual audio devices."

We can only suggest provisioning desk phones with the specific extensions at this stage, and in case the issue persists, we will be able to troubleshoot further as per the ticket opened with tech support. Please update your ticket with tech support once the system is configured in a supported way.

Additionally, we move the system to 3cx hosted and use the 3cx SBC to provision IP phones that will be paired with each user's Desktop app within RDS if you must use an RDS environment.

For anyone else who is having a similar issue, we resolved the problem ourselves by deleting the two affected users %appdata%\3CX data folders and re-provisioning their phones.

 

[VOIPAdminTech]

For anyone else who is having a similar issue, we resolved the problem ourselves by deleting the two affected users %appdata%\3CX data folders and re-provisioning their phones.

I had this same issue. Thanks for providing the solution