BLF pickup fails

Discussion in 'Windows' started by jonpennell, Jun 11, 2018.

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  1. jonpennell

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    I have read a couple of other threads... but can't get call pickup on BLF operational on the windows client - well, I can but...

    The basic issue I have is that the windows client doesn't seem to honour the "Limit Call Pickup to calls received in their extension group" setting.

    I am in the position where the Windows client is displaying the BLF, the BLF button indicates the monitored extension is ringing but tapping the BLF button doesn't pick up the call. Conversely, if you dial *20* on the windows client instead, the pickup works.

    If I put the two extensions in the same extension group, the BLF pickup works as expected.

    It seems that the windows client ignores the "Limit Call Pickup to calls received in their extension group" setting and defaults to applying this limit. Have I missed something?
     
  2. jonpennell

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    *bump*

    I'm surprised no-one else has this issue. If you can pickup a call with *20* then surely you should be able to pick it up by BLF too? Is this a bug?
     
  3. YiannisH_3CX

    YiannisH_3CX Support Team
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    Hello @jonpennell

    When the extensions are in a different extension group and the option "Limit Call Pickup to calls received in their extension group" is enabled then you should not be able to pickup the call using *20* or the BLF key.
    Is the call between 2 extensions of a different group? Make sure that an extension involved in the call is not part of 2 extension groups.
    Also what is the PBX version you are running and what is the client version ?
     
  4. jonpennell

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    Hi Yiannish, thanks for your reply - yes, I understand the functionality that is supposed to happen.

    "Limit call pickup to calls received in their extension group" is OFF. On the windows client, *20* works as expected, but if you right-click the presence you are NOT offered the pickup option and selecting the ringing BLF does not work either - IF the two extensions are in different extension groups.

    It seems as if the "Limit call pickup to calls received in their extension group" option is ignored and treated as always on by the windows client.

    PBX version 15.5.12663.5
    Windows client version 15.5.12227.5
     
  5. jonpennell

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    Yiannish? Any thoughts? Is this a bug?
     
  6. jonpennell

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    This is so frustrating. I'm installing 3cx as a one-off in my company and will need to purchase licenses if we decide to go ahead. But stupid little issues like this with no comment from 3cx seriously make me worry what will happen if we invest considerable funds into licenses and have the same level of support :(

    No matter which way I turn with the configuration of 3cx, I'm unable to get it just right.

    The "strange" behaviour of call queues if an agent declines the call, the failure of ring groups to follow the SIP_FORKED_ID_BUSY setting, BLF call-pickup not following the "Limit Call Pickup to calls received in their extension group" setting - between them these issues are preventing me developing a solution which meets our needs.

    I have managed to cobble a solution together which uses Asterisk to route external calls to 3cx so I can use Asterisk queuing functions - but am now sitting back and wondering if it's worth the administrative overhead.
     
  7. YiannisH_3CX

    YiannisH_3CX Support Team
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    Since the option "Limit call pickup to calls received in their extension group" is off then the *20* should work between groups so that is correct.

    The 3CX clients BLF buttons however rely on presence. Since the extensions are on a different group the call should not be visible through the presence so the client cannot pick up the call. If the extension that tries to pick the call up sees the call in presence that means that it is part of both groups. In that case you need to assign the extension the rights to be able to pick up the call in the second group as well.
     
  8. jonpennell

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    Yiannish, I'll retest tonight. However, both the presence and BLF indicators are flashing red indicating an incoming call but I seem to be unable to pickup the call regardless of the "call pickup" setting in the group.

    Or... wait....

    If extension 10 is in group A and extension 20 is in group 20, should 10 be able to pick up a call on 20? Or would 10 have to be in both groups A and B?
     
  9. YiannisH_3CX

    YiannisH_3CX Support Team
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    If extension 10 is on Group A only and a call comes to an extension in a different group, then extension A can pickup the call using *20* only as the call will not be visible in presence.
     
  10. jonpennell

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    I'm totally lost. On the windows client of 10 in presence I can see both groups A and B. I can see extension 10 in A (itself) and 20 in group B. When a call comes in to 20, I see the presence indicator for B flashing. I right-click it and am not offered the "pickup" option?
     
  11. YiannisH_3CX

    YiannisH_3CX Support Team
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    You see the 2 groups as you have the option to publish the group information to all groups .
    You are not offered the option to pick the call up however as presence is not available between groups. If you open the switchboard and make a call to the extension in group B you should not see the call in the switchboard. If you make a call to an extension of the same group however you will see the call as active in the switchboard.

    The calls you can see in the switchboard (presence) can be picked up. Calls not visible to your extension in the switchboard cannot be picked up and you need to use *20*
     
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