BLF pickup not working after v20 update - Transaction does not exist error

[James M]

I have an odd issue that im stumped on if anyone has come across this. Noone in the business can do a BLF pickup except for the system owner? Every other user gets the error "transaction does not exist". I have tested out settings a user to various roles with no change. Any ideas what else it might be?
Everyone is in the same Department
Roles are set above "user"
Running v20 and worked prior to the update

 

[KyriacosS_3CX]

Check what settings they have in the User -> View tab.

 

[paulodagraca]

Hello James M,

Can you please check on the USERs on the tab "View", and make sure the option "Call Operations" is set for the correct Department.



The Users will need this option for the Call-Pickup (Click on the (i) for information).

Paulo

 

[Alessio.Hsyde]

I have an odd issue that im stumped on if anyone has come across this. Noone in the business can do a BLF pickup except for the system owner? Every other user gets the error "transaction does not exist". I have tested out settings a user to various roles with no change. Any ideas what else it might be?
Everyone is in the same Department
Roles are set above "user"
Running v20 and worked prior to the update

I encountered the same problem.

Besides checking the "Call Operation" box for the relevant department(s), I found that it didn't work with the "User" user profile. I had to set the extensions to "Receptionist."

 

[paulodagraca]

Hello,

Let me try to be more clear.



For the CALL PICKUP to work, you need to 'see' the call, and you need the right for Operation.
So in your OWN department, you need these 3 options set, any of these failing will cause the call pickup not to work.

Example:
USER has role "User" and is in default department 'My Group', and has the rights in this department 'My Group', with options "See Presence" + "See Calls" + "Call Operations".

Can you check if you setup in this way, it does work? or what does happen?

Paulo

 

[PBX128]

At least in v20 u6 it is possible to use *20<ext> to pick up a call as a normal user without the mentioned rights. Doesn't this work any more in v20 u7?

 

[James M]

Hello,

Let me try to be more clear.

View attachment 49946

For the CALL PICKUP to work, you need to 'see' the call, and you need the right for Operation.
So in your OWN department, you need these 3 options set, any of these failing will cause the call pickup not to work.

Example:
USER has role "User" and is in default department 'My Group', and has the rights in this department 'My Group', with options "See Presence" + "See Calls" + "Call Operations".

Can you check if you setup in this way, it does work? or what does happen?

Paulo

I can confirm that the user is set to Receptionist Role and the View options are all ticketed for the department they are in (and picking up from). Still getting the same error.

 

[KyriacosS_3CX]

What phone is being used for this?

 

[James M]

What phone is being used for this?

Yealink T54W on the latest firmware compatible with 3cx.

 

[KyriacosS_3CX]

In Admin-->System-->Options, check if "Limit call pickup..." is checked. If yes, uncheck and test again.

 

[James M]

In Admin-->System-->Options, check if "Limit call pickup..." is checked. If yes, uncheck and test again.

Aha! That somehow has resolved the issue. Not sure how that applies as everyone is in the one department... Thank you very much for your assistance!

 

[PBX128]

Yeah, it's a longtime unsolved bug by 3CX. At least they should add a note to this option, that pick-up is only possible, when this option isn't checked...
Better would be to allow pick-up when this option is checked but development seems to fcous on new AI features

 

[paulodagraca]

Hello,

I can not agree to this statement about some bug.
PLease understand, that i always use this option to make sure clients are not doing a call pickup from another department/group.
Never had a problem, still do not have.
The screen-capture taken (see above) has worked, as i have tested before posting the information, and the system also has the option "Limit call pickups to calls received within the same department".
Some system come from v16 upwards, some are new v20 installs all working fine. No update related thing here.
Dont want to look greedy, but if there is a bug, i want it to have it as well.

Paulo

 

[PBX128]

So for us:
If we activate "limit call pickup to department" we cannot use blind pick-up with *20
If we deactivate "limit pickup to department" we can use blind pickup with *20

For me this isn't logically, so I call it a "bug".

(our users don't have the rights "show own calls" and "See other calls")

 

[paulodagraca]

Hello,

The system need to know and 'see' the calls to be part of an department, to be able to pickup the call form that department (your own department in this case).

1) The option "Limit call pickups to calls received within the same department" is SET, and the rights for the department are NOT set.
- the call pickup will not work, that makes sence to me.

2) The option "Limit call pickups to calls received within the same department" is SET, and the rights for the department are all set as need be.
- the call pickup will work perfectly.

3) The option "Limit call pickups to calls received within the same department" is NOT set, basically just accept anything do not check any rights.
- the call pickup will work for any call from any department, always.

This all is not a bug for me.

Did you change the Call Pickup Code? the default is *20*, you have mentioned the *20 code or is that a typo ?
Or could this have anything to do with the above ?

Paulo

 

[PBX128]

The SYSTEM can always see everything. It's only the USER that maybe cannot see something.

And it is only relevant, from which ringing EXTENSION i pick up a call, when "Limit call pickup to department" is active. It's irrelevant who is the caller. So it's irrelevant if i can see the caller number.

I meant *20*. We didn't change that.

 

[paulodagraca]

Hello,

The SYSTEM can always see everything. It's only the USER that maybe cannot see something.
Yes good point, i agree.

And it is only relevant, from which ringing EXTENSION i pick up a call, when "Limit call pickup to department" is active. It's irrelevant who is the caller. So it's irrelevant if i can see the caller number.
I do think it is relevant to know if you have the rights to do a call pickup (User Operations).
And you would need to have the right to 'see' the call at another account (See Presence).
Could however agree with you that the right (See Calls) would not be needed, however from a programming point of view I would understand to get the Call Hook/Call ID, you would need to get the call details meaning, you would need to 'see' the call in full details. Again I would agree that this last right seems strange, and would be nice if it could be 'not needed'.
Still that does not make me think that this a bug in the 3CX, however understand you do think otherwise and that is fine.
Thank you for your input and mindset, it opens another view for me.

I meant *20*. We didn't change that.
Okay, that is clear

Paulo

 

[PBX128]

Always great to discuss technical things with others. :-D