3CX v18 to v16 downgrade.

[eds.pare]

We have upgraded our 3CX to the v18 a couple of weeks ago.

There were a few issues that we faced. one the ring group is always busy, or there are some busy tone but no active calls.. some send dtmf codes are not working.

We upgrade using another instance, from a azure v16 debian 9, backup then restore to azure v18b1 debian 10.

is there a way to revert go back to version 16 and debian 9?

 

[Saqqara]

If you upgraded less than 30 days ago, there is a 30 grace period where you can automatically downgrade back to version 16.

If older than 30 days, you will need to contact your 3cx sales office.

To install version 16, you will required a version. 16 backup file

Instead of downgrading, what steps have you done to try and resolve the issues -
delete and recreate the ring group,
change codex on the sip trunk to resolve the dtmf codes - are you using a supported sip provider

 

[ChrisC_3CX]

As @Saqqara mentioned, I'd recommend that you troubleshoot the issue instead of downgrading.

If deleting and re-creating the ring group doesn't work you might also need to consider things like:

• What devices/clients are being used for the ring group extensions? (IP Phones, mobile apps, 3cx apps, etc)
• If IP Phones, how are they provisioned, STUN, SBC, Local, etc.
• You say it's always busy, how have you determined this? Are all calls to it going to the Destination if no answer route? Does this apply for both external and internal calls?

For the DTMF issue, in addition to what @Saqqara asked regarding the SIP Provider:

• Is it only to specific external numbers?
• Does this happen for internal calls as well? For instance to internal IVR's or voicemail menu, etc.
• Does it happen when calling from specific extensions/devices? Specific IP Phone make/model, etc.

 

[eds.pare]

1. All calls are internal. We happen to have 3 phones. no active calls. intercom tried to call and got a busy tone, then another press to call. it goes in.
- all are intercoms ip phones

2. Dtmf are all internal calls mainly to activate a function on the phone.

3. We are planning to swtich from Ring group to call queue.

 

[ChrisC_3CX]

We happen to have 3 phones. no active calls. intercom tried to call and got a busy tone, then another press to call. it goes in.

I think we'll need clarification on this:

• When you say "All calls are internal", do you also mean that all devices are local and hence provisioned as LOCAL as opposed to SBC or STUN??
• What exact devices (make/model) are in the Ring group. Are they 3CX supported devices?
• When you say Intercom tried to call, are you talking about a 4th devices that is calling the ring group? What make/model is the intercom device?
• When you say "then another press to call. it goes in" do you mean that you make a call from a different IP Phone (NOT intercom) to the same Ring Group and it works?

Dtmf are all internal calls mainly to activate a function on the phone.

• Are DTMF not working only for calls from the Intercom device to this Ring Group?
• Who is trying to send DTMF, is the the IP Phone in the Ring Group or the Intercom device and which of the two should be performing the DTMF based action?
• Does it work if you call an extension directly instead of the Ring Group?

We are planning to swtich from Ring group to call queue.

Is this to try and resolve this issue or will you be switching to Call Queues for other reasons regardless?

 

[eds.pare]

1. all calls are internal. mainly internal extension to internal extension.
2. Phones are configured manually not sure of the term. but we just put the extension credentials and the sip server(SBC)
3. Phones are not supported. but the hotline phones are grandstream 1630.
4. Intercom are they just have one button that connects to the ring group.
5. DTMF are for call center phones(hotlines) to the intercom for a certain action.
6. the ring group members will receive a call then type the DTMF code going to the intercom, then the intercom will do a certain action.
7. The queue will fix the other issues that is happening that we are getting a lot of calls terminated due to the ring group is already ringing. and having multiple calls in the ring group is not possible.

 

[ChrisC_3CX]

The queue will fix the other issues that is happening that we are getting a lot of calls terminated due to the ring group is already ringing. and having multiple calls in the ring group is not possible.

Well Ring Groups cannot accept more than 1 call at a time so this is indeed probably what's happening. Using a call queue should rid you of this problem altogether since additional calls will stay in the call queue until answered instead of being routed to the "Destination if no answer".

Note: Just make sure that the Call Queue's master timeout is not set too low.