Automatic DND after call

[ksanford]

I have a user whose phone automatically switches to DND right after she ends a call, whether it’s incoming or outgoing. I’ve never seen this kind of behavior before. I upgraded the firmware to the latest version, and even tried rolling it back to an older version, but the issue persists. I also changed the provisioning method, tried using STUN with a template, and also provisioned it as a router. In all cases, the phone registers and works fine, but it still switches to DND after every call. The strange part is that this only happens on the physical phone, a Fanvil V65. When she answers calls from the mobile app or the web client, everything works as expected and the status stays available after a call. If anyone has seen this issue before and found a fix, I’d appreciate any advice. Otherwise, I’m thinking the phone might just need to be replaced.

 

[Alejandro_3CX]

Hi @ksanford that's weird, maybe it has enabled any DND timer, you may need to contact Fanvil for further assistance on that.

 

[JohnS_3CX]

Yes definitely not standard behavior.

1. Check if the user extension is also entering DND from 3CX
2. Reset the phone, and provision it manually to see if it helps https://www.3cx.com/sip-phones/manually-provision-fanvil/
3. Disable the buttons by adding none to all 4 on the desktop page (in case of self activation)

4. Assign a different device to this user, and use their phone for another user. Does the problem follow the device or does the problem follow the user?

5. Actually contact Fanvil, they can help you troubleshoot your phone

Let us now the results after each of the above checks individually, this should help narrow down the source at least.

It should go without saying, but we expect you are using the correct firmware from here: https://www.3cx.com/docs/phone-firmwares/

 

[JohnS_3CX]

Might want to take a look at this case too, sounds similar in case you use integrations: https://www.3cx.com/community/threads/status-not-changing-after-a-call.134520/

 

[Fanvil Technical Support]

Hi ksanford , This may be due to accidentally pressing the DND button, because the DND button and the END button are adjacent to each other. Please check whether you hang up the call by pressing the END button every time. If you hang up the call directly by putting down the handset, does this problem still exist?