3CX v.20 Snom Telephones with redirection active problem picking up Queue Calls

[WND AG]

Hello,

We upgraded one of our self-hosted PBX last month to v.20 and it seemed that everything was working fine.
The setup is the same as it was on v.18 when everything was working fine.

In the last week we have discovered a problem with 2 Snom telephones, 320 and 345 (both updated to the latest firmware).

The telephone extension is a member of the main queue, in one case the only member.
When redirection to an external number is enabled on the phones, they fail to redirect the call and keep picking up the queue call, until on one case queue waiting times out and sends the call to a RG.
On the one case In the screenshot, you see the phone is trying to pick up the call for 15 seconds, when the queue waiting times out.

On the other case, what happens is that the external number rings once and then goes straight to voicemaill, since the phone tries to connect again to a line that is busy with the first instance of the same call... (hope that makes sense )

Just to clarify that these are two different, phones, extensions, queues, siptrunks...

If we route the calls directly to the telephone extention of the Snom the redirection works without a problem.

Any ideas what we can try to fix this?

Thank you in advnce,
Nikos

 

[fxbastler]

Hello @WND AG

If I understand correctly, then a forwarding to another number was set up directly on the phones (bypassing 3CX) and that is exactly what is not working.

However, if the forwarding is set up in 3CX, then it works as intended.

Have I understood that correctly?

If so: that is the expected behavior. The forwarding should be set up in 3CX. If this change is to be made on the phone, then the forwarding should be implemented by switching the status.

You can also use the German forum

 

[NicholasP_3CX]

Forwarding from the phones should not be configured. Forwarding rules should be configured from 3CX.

Having said that, forwarding rules are ignored when the call is in a Ring Group or Queue. Because in a queue, you want the call to go to the next agent in the list, not where the agent has decided they want the call to be forwarded to.

In the available status, the only forwarding allowed is to "Ring Mobile Simultaneously"

 

[WND AG]

Thank you for your replies. The phones are hotel receptions phone.
During the day they ring normally for incoming calls through a queue.

At night the staff use the Snom function keys to divert calls, either to Digital Reception or mobile number of night staff.
In the morning the redirection is deactivated on the phone to resume normal operation.

This has been working fine for years, telephone picks up the Queue Call and depending on the active redirection, sends the call to an IVR or an external number. Now since upgrading to v.20 the redirection to an external number doesnt work.

 

[NicholasP_3CX]

I will repeat my previous response. These forwardings should not be done from the phone. This is to acommodate SIP forking where you have multiple devices on the same extension.

The forwarding should be done from the the 3CX Forwarding rules. And in the queues the forwarding rules are ignored in most cases.

 

[WND AG]

Thank you. And this is new in v.20?
It has been working fine in v.18.

 

[NicholasP_3CX]

No, this was also the case in Version 18. The control has always been central.

 

[WND AG]

Well in v.18 it was working fine, and it is still working on a number of other installations we have not upgraded to v.20.

In fact it is one of the most useful features of the SNOM phones and we have a large number of Telephone Systems for out hotel and restaurant clients, built on this specific redirection feature of the SNOM phone.
The redirection to an IVR is still working fine.

I dont understand why this is dismissed so easily...
I know queues are not built for that, but I cant even think of another easy way for an end user to redirect incoming queue calls to another number in a setup using just physical phones.

 

[NicholasP_3CX]

3CX is designed and built to be configured through its own applications and clients. I dont see it as dismissing it easily.

Yes, we do work with and support a number of phones, but for us they are just terminals to ease the making and receiving of calls, but all configuration is done via 3CX resources.

If you wish to se 3CX in a different manner, you do so at your own risk, with the risk of the behaviour changing.