3cx ver 16 answering calls issue

[mussarat]

Hi
We have an issue where we get calls coming into our sip phones or the 3cx app on ,mobiles and when you press answer it looks like we have answered but then it starts ringing again and sometimes it can take about 5 or 6 presses of answer before the call gets answered, this does not happen on every call but its very random

All the office based sip phones are yealink 54S connecting via an SBC
the mobile app was android

• 3CX Version, Enterprise 16.0.2.910
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? at a datacenter - with leased line and sonicwall firewall
• IP Phone Make/Model/Firmware: Yealink 54S firver 70.84
• Provisioning Method: Local / VPN / STUN / SBC: SBC
• Trunk Provider or Gateway Make/Model: Enta Sip trunk
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Any ideas

 

[Evolute IT]

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[mussarat]

Anyone .....

 

[3dfashion]

Hi, we just upgraded this morning to version 16 from 15.5. Our environment is Snom720 Phones. We run this on Windows 2012 R2 and have been for over 5 years without issue.

After the upgrade, attempting to answer any call that was made to a call queue results in a call on hold. When you pick up the call it enters on hold, and pressing the hold button retrieves it and we can then proceed with audio.

When picking up the queue call using the 3CX Android app it picks up the call correctly without going to hold.

• 3CX Version, Enterprise 16.0.3.676
• Server OS, Windows 2012 R2
• Is the 3CX Server Hosted and where?. On site with a firewall and a public address.
• IP Phone Make/Model/Firmware: Snom 720 8.9.3.88
• Provisioning Method: Local / VPN / STUN / SBC: Local
• Trunk Provider or Gateway Make/Model: Unet Sip Trunk (32 calls)
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: Yes

I just attempted to roll back to the supplied Snom 720 template and then it works. Needs more debugging. Ugh.

 

[AWS2P]

Do you use 3CX default template version 91548?

 

[3dfashion]

Ok, this setting that had ended up in my custom template were the cause.

• <!--# This setting performs a fast audio processing after a queue transfer to the agent -->
• <inactive_stream_alert_info_text idx="1" perm="">queue</inactive_stream_alert_info_text>

Our template is not very custom, we assing the top row (6 buttons) to line 1, line 2, available, away, enter queue, exit queue. The other rows are then for BLF.

 

[mussarat]

This is nothing like the issue we are having - the call comes into a ringgroup - when anyone answers it through the windows app/ yealink phone/ phone app, all phones stop ringing and the call is not answered and all phones start ringing again, sometime it can take 8 presses of answer before we can pick up the phone
Its obvious its an issue with the phone server as it does not matter what we use as a device

Any ideas as this is getting to be very annoying

 

[AWS2P]

if it was a 3CX bug you surely not be alone to explain this behaviour

when you call EXT to EXT do you need to press lot of times before pickup the call?

can you call internal RG number from another ext. out of RG and see if you have same behaviour

 

[JohnS_3CX]

Hi please share some additional info like:

Ringtime in seconds?
Destination if no answer?
Exact Yealink firmware?
Is PBX updated? (templates)