Afther 2 minutes in a call there is asked for extension number

[maingate]

hello,
We have a issue that when we are calling that around 2 minutes or sometimes longer. Suddenly the call stops and you get the question to dail the extension you want to reach or transfer to. We have this with internal and external calls. We have the latest version of 3cx and also all updates are installed. I have checked every setting but can’t find where this is coming from. Hope somebody knows how to solve this.

Thanks in advanced for the help

Sebastian Garcia

 

[YiannisH_3CX]

Hello @maingate

I would recommend creating a ticket for this issue with our support department as they will need to go through the PBX configuration files and logs to determine what is causing this issue. Unfortunately i have not come across this issue before so i cannot provider any insight as to what might be causing this.

 

[maingate]

Thanks for your quick reply, how can I make a support ticket?

Best regards
Sebastian Garcia

 

[leejor]

What type of sets is this happening on? Are the sets local to the 3CX server?
Does it happen across different make/models of sets? All sets, only some?
What does the Activity Log show, for one of these calls, when this happens?

 

[maingate]

What type of sets is this happening on? Are the sets local to the 3CX server?
Does it happen across different make/models of sets? All sets, only some?
What does the Activity Log show, for one of these calls, when this happens?

The sets are connected true a vpn
Are all yealink models.
And happens randomly
The weird thing is I can’t find anything in the logs when this happens

 

[leejor]

Is the recording you are hearing, a 3CX digital receptionist recording, or could this be originating from some other location?

I find it strange that there is not a Log entry if a call is interrupted by a 3CX function.

When this happens, are the calls to various destinations, or perhaps to one company, on some "other" PBX?

When this happens, have you tried dialling an extension number? Who do you reach?

 

[maingate]

Is the recording you are hearing, a 3CX digital receptionist recording, or could this be originating from some other location?

I find it strange that there is not a Log entry if a call is interrupted by a 3CX function.

When this happens, are the calls to various destinations, or perhaps to one company, on some "other" PBX?

When this happens, have you tried dialling an extension number? Who do you reach?

It’s a 3cx receptionist recording.

So do i, have looked at the logs several times now. Even when it happens.

No are various destinations, external calls and also internal calls

When I dail a extensie the call ends

 

[leejor]

Do you have digital receptionists set up in your system? One, two, a few?
When did this issue first begin? Were there any changes made to the system/sets or your network, about that time? How long has the system been in use with no issue?
Does this happen on internals calls? Do you only use one outgoing trunk group? If more than one, does this happen on both? What type, gateway, or SIP?

 

[maingate]

Do you have digital receptionists set up in your system? One, two, a few?
When did this issue first begin? Were there any changes made to the system/sets or your network, about that time? How long has the system been in use with no issue?
Does this happen on internals calls? Do you only use one outgoing trunk group? If more than one, does this happen on both? What type, gateway, or SIP?

Yes i have 2 digital receptionists for afther closingtime it just started a couple of days ago. I build this system from the ground op last week.
It happens on external and internal calls. I have 5 outgoing trunks. All sip accounts. And happens on all of them. I turn them all out and tried on by one.

 

[leejor]

Were any changes made to the PBX, a couple of days ago, when this all began?

Do both ends of the conversation hear the message from the DR?

Is the call lost at that point, or are you able to continue if you ignore the prompt?

 

[maingate]

Were any changes made to the PBX, a couple of days ago, when this all began?

Do both ends of the conversation hear the message from the DR?

Is the call lost at that point, or are you able to continue if you ignore the prompt?

No no changes are made

No the other end hears a waiting sound

No i can’t get back to the call

 

[leejor]

Do you have any 3CX phones (Windows/Android/iPhone) that you can test with, to see if it also happens on those.? I'm wondering if it isn't something with the particular sets, that is sending something to activate this. Still, there should be something in the log if 3CX is responding to a feature request.

You might see if deactivating the DRs, one at a time causes this to stop. You'd then know if it were one, or the other. Might narrow down, the cause.

If you do narrow to one DR only, perhaps try deleting, then re-building it.

 

[maingate]

Do you have any 3CX phones (Windows/Android/iPhone) that you can test with, to see if it also happens on those.? I'm wondering if it isn't something with the particular sets, that is sending something to activate this. Still, there should be something in the log if 3CX is responding to a feature request.

You might see if deactivating the DRs, one at a time cases this to stop. You'd then know if it were one, or the other. Might narrow down, the cause.

If you do narrow to one DR only, perhaps try deleting, then re-building it.

Yes i have. I will try. I will also delete the DR’s see what happens during the day. They are only used afther business hours