Auto Redial when call is rejected

[itcdi]

Hi,

in a 3cx 16.0.676, i use the softphone.
When the agent makes an outgoing call and the call is rejected, the softphone automatically redial, and most of the times without the user realizing it.

Is there any parameter i need to change on the 3CX?

I would disable this feature.

Regards

 

[leejor]

It seems you are not the only one that has experienced this... (seems a very similar post to yours)

https://www.3cx.com/community/threads/auto-redial-when-call-is-rejected.66091/

What is the actual rejection message (SIP message) that causes this? I assume that this is coming from your provider?

 

[itcdi]

i know the linked post but it's not open for further replies.
On the 3cx dashoboard, event log says something like this: "Call or registration has failed. provider reply: 486 Busy here".
The call receiver has rejected three times the call.

If i call from an extension with a specific Caller ID, there is another problem. Each even redial shows the Caller ID number but with a prepend prefix:
First call: +33 123456789
Second call: +44 33123456789
But maybe this is another problem.

Thanks

 

[NickD_3CX]

Does this happen on every call that is rejected? Could you try it by calling your mobile number from a 3CX Client and the just rejecting the call?
Also you using some headset integration (Jabra, Sennheiser, etc) or just regular headset without controls?

 

[itcdi]

Does this happen on every call that is rejected? Could you try it by calling your mobile number from a 3CX Client and the just rejecting the call?
Also you using some headset integration (Jabra, Sennheiser, etc) or just regular headset without controls?

Hi,

this happen on every rejected call. i'm not using any headset integration, calling my mobile or other devices too, but the problem occurs only using softphone. We have cisco phones, too. (sbc currently updated).

Thanks

 

[NickD_3CX]

Interesting. I tried to see if I can replicate but I can't. Out of curiosity, if you call another extension on the same system and you reject it, what happens? Remember, in the Forwarding Rules of the extension you call you need to set the "If I am busy or my phone is unregistered, forward calls to" --> End Call in order for the system to send 486 to the calling extension.

Also, in the Outbound Rule that you use when you dial out, do you happen to have set a Route 2 (or more)?

 

[JohnS_3CX]

Can you please tell us the exact version of your softphone client?

 

[itcdi]

when i call an internal extension all work well. i can forward the ended call to voicemail or end call.
In the outbound rule i have only 1 route: strip 0, prepend empty. Other rules are set to "BLOCK CALLS".

thanks

 

[itcdi]

Fw. Version 16.0.1.81

 

[JohnS_3CX]

Hi,

Ran another test using the same version PBX and 3CX app.

I hear busy tone from the other side, and the logs show 486-Busy coming from the provider.

The client plays the busy tone for a while, then closes the line. No redial.

If you can reproduce this behavior, video it so we can see exactly what you see.

Also check your activity logs: who is making the 2nd call (redial) ? What user agent shows up in the activity log?

You can filter your logs by call number, so if a separate 2nd call is made (redial) you can easily filter for it and see the user agent of the initial caller

 

[itcdi]

i have retry the test and into the log there is only 1 entry for the call with provider response: 486 Busy Here.
i can't make a video but if you want i can create an extension for you.

 

[JohnS_3CX]

If there is only one entry, then there was no redial.
So did you notice the client redialling in this specific test?

 

[itcdi]

yes, i have called my mobile phone from 3cx softphone. I have rejected the call 2 times.

 

[JohnS_3CX]

In your original post you said "the softphone automatically redial, and most of the times without the user realizing it"

What I understand from this, is that the app actually redials and the line gets connected (catching the user by surprise).

I'm not yet convinced this is happening because when you looked at your logs, you say there is only one entry for a single call.

But if you manage to video it (using your mobile phone for example) it may help us better understand what is going on. Could you attempt to make a video showing the 3CX Windows app making the redial AFTER the initial call gets a busy tone?

 

[itcdi]

Hi,

after the last update the activites log shows 2 entries:

1. Call to T:Line:10000>>*@[Dev:sip:10000@***] from L:22.1[Extn:00] failed, cause: Cause: 486 Busy Here/INVITE from **
2. [CM503003]: Call(C:22): Call to <sip:*@****> has failed; Cause: 486 Busy Here/INVITE from ***

but i have rejected the call 3 times.

Regards

 

[JohnS_3CX]

On your 3CX Windows client, do you see the CTI indicator?

 

[itcdi]

No, there is "Waiting". I'm using softphone mode.

 

[JohnS_3CX]

Ok then either make a video showing what is happening, or run a capture and replicate your scenario.

 

[itcdi]

i can send to u a welcome mail.

 

[JohnS_3CX]

Unfortunately a welcome email will only allow me to make calls, but I cannot see what the system does.

I think the best thing to do is the following, at a time when it's quiet and not many calls are running or after business hours:

• Go to Activity Log and click Purge to clear the logs
• Click the Settings icon to change logging to "Verbose" mode
• Click on the Capture Icon to start a capture
• Make a call in the same way to replicate the problem (just like you described it)
• When all is done, and you reject the calls and the redialling finally stops, you can now also stop the capture and click the link that will appear to download the capture file

In the Activity log, if you click Filter and then look at Search by call:


If nobody was using the system at the time except you, I would expect to see only one call there, and I can select it to see how many times the PBX tried to send a call out via your provider.

If you see more than one call, you can filter by call and look at the logs carefully to see

• Who made the call (caller)
• Where the call was made to (callee)
• What reply you got

The capture file that you downloaded earlier, can also be analyzed in wireshark, and can show you what the PBX sent to the outside world.

I hope this helps you to figure out what is happening, otherwise I would suggest to open a ticket with 3CX support if you feel this is something that you need a more experienced person to investigate for you.

NOTE: Please do not post the capture or logs on the forum, it will reveal private information of your system that should not be made public.

I hope thi