Barge / Listen in to calls dials my ext. but hangs up

[Matt Horner]

Hey,

When trying to barge in / listen to a call, it dials my ext, but hangs up as soon as I pick up the phone. I'm a manager in the group, so I have all the permissions (double checked on my ext too, I have permission to barge) but it keeps hanging up.

Phones are Fanvil X4's, tried it also on 3CX for iPhone app, and they're set to STUN (as 3CX in the cloud)

If anyone could help that'd be greatly appreciated.

Kind regards,

 

[ksanch]

Hello Matt,

Following the silde 10 in the STUN module of the Intermediate Training, it says that if you have issues you should check if SIP ALG is disabled: https://www.3cx.com/3cxacademy/videos/intermediate/configuring-remote-extensions/

Hope it helps.
Regards

 

[YiannisH_3CX]

Hello @Matt Horner

Also make sure that each phone has dedicated SIP and rtp ports and that those ports are correctly forwarded on the remote firewall to the local IP of the phone.

 

[Matt Horner]

Hello Matt,

Following the silde 10 in the STUN module of the Intermediate Training, it says that if you have issues you should check if SIP ALG is disabled: https://www.3cx.com/3cxacademy/videos/intermediate/configuring-remote-extensions/

Hope it helps.
Regards

Hi, thank you for your response. SIP ALG is disabled, as we had it enabled originally and no calls would work. This only seems to be affecting calls we're trying to listen in to / barge in to, it just disconnects on the "listeners" side straight after pickup

 

[Matt Horner]

Hello @Matt Horner

Also make sure that each phone has dedicated SIP and rtp ports and that those ports are correctly forwarded on the remote firewall to the local IP of the phone.

Hi YiannisH

Our firewall is configured to allow all LAN to WAN / WAN to LAN if going to / from our 3CX cloud instance.

If I dial one extension to another, the calls route perfectly, however if i try and barge in using a third extension, the third extensions calls just drop straight away. If i use that third extension to make a phone call, it works fine, no problems at all.

 

[YiannisH_3CX]

Check if under extension settings the options "Support Re-Invites" and "Support 'Replaces' header" are enabled and try again. Also are you using a 3CX client of the Web client to barge in?

 

[Matt Horner]

Check if under extension settings the options "Support Re-Invites" and "Support 'Replaces' header" are enabled and try again. Also are you using a 3CX client of the Web client to barge in?

Yeah they're both ticked.

I've only ever tried it from the 3CX Windows Client, however trying it from the Web App seems to work as intended, it barges me in / can listen in / can whisper no problem. It seems to be just the 3CX client that won't do it, would there be any settings / reason for that?

 

[craigreilly]

You mention the "Web App seems to work" - does this mean you are on the BETA v6?

 

[Matt Horner]

You mention the "Web App seems to work" - does this mean you are on the BETA v6?

I'm on;

Product Professional Annual
Version Number 15.5.0

by "web app" i mean web client, https://MY_FQDN/webclient.

If i try and barge / listen / whisper from the webclient everything works as expected. If i try and do it from the 3CX Windows client, the calls hang up straight away

 

[YiannisH_3CX]

Are you using the 3CX client for windows in CTI or in Softphone mode?

 

[Matt Horner]

The 3CX Windows client is in CTI mode, as calls are answered from the deskphone.

EDIT: when using the web app, the call comes through to the deskphone (CTI mode) as expected, and the call stays connected. it's when the 3CX Windows Client is used in CTI mode to listen / barge, the deskphone hangs up

 

[YiannisH_3CX]

Please note that CTI is not supported with STUN provisioned phones and that is probably the reason the calls are failing with the 3CX client for Windows and working with the web client. If barge in is working when using the Web client or with the 3CX client for windows when in softphone mode then i would recommend using either of those methods.