Blind transfer fails

[Paulh]

Hi all,

I just recently upgraded to version 9 (from 8 ). Backed up my settings under 8 and restored back to version 9 so all settings stayed the same.

I have an issue now where all blind transfers (i.e. pickup call, transfer button, dial number, transfer) fails and disconnects caller. Makes no difference whether ogrinal caller is internal or external.

Non blind transfer (i.e. party being transferred to picks up before transfer occurs) is working. Only blind transfer fails.

it worked fine under v8. Phones are SPA941. Running on SBS2008 with the non IIS web server (can't remember what it's called off top of my head).

Here is the log:

16:35:50.343 [CM503003]: Call(39): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.168.0.187:5060
16:35:50.270 [CM503008]: Call(38): Call is terminated
16:35:50.221 [CM503008]: Call(39): Call is terminated
16:35:48.251 [CM503025]: Call(39): Calling Ext:Ext.103@[Dev:sip:[email protected]:5060]
16:35:48.203 [CM503004]: Call(39): Route 1: Ext:Ext.103@[Dev:sip:[email protected]:5060]
16:35:48.202 [CM503010]: Making route(s) to "persons name"<sip:[email protected]>
16:35:48.201 [CM505001]: Ext.100: Device info: Device Identified: [Man: Linksys;Mod: SPA Series;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA941-5.1.8] PBX contact: [sip:[email protected]:5060]
16:35:48.199 [CM503001]: Call(39): Incoming call from Ext.100 to "persons name"<sip:[email protected]>
16:35:45.588 Currently active calls - 1: [38]
16:35:42.694 [CM503003]: Call(38): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.168.0.187:5060
16:35:42.691 [CM503003]: Call(38): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.168.0.184:5060
16:35:42.578 [CM503007]: Call(38): Device joined: sip:[email protected]:5060
16:35:42.577 [CM503007]: Call(38): Device joined: sip:[email protected]:54185
16:35:42.575 [CM505001]: Ext.100: Device info: Device Identified: [Man: Linksys;Mod: SPA Series;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA941-5.1.8] PBX contact: [sip:[email protected]:5060]
16:35:42.575 [CM503002]: Call(38): Alerting sip:[email protected]:5060

Anyone have any ideas?

Thanks,

Paul

 

[Paulh]

Bump. Does anyone have any ideas? Thanks!

 

[Paulh]

No one has any ideas? Please?

 

[archie]

I suppose you have forked ID on ext 100. Connected device has IP 192.168.0.191, and 487 response comes from 192.168.0.184

 

[Paulh]

Archie,

So yes, we have some of the same extensions on different handsets. However:

a) the same issue occurs even one an extension that is on one physical phone
b) we never had any problems with this until we upgraded to version 9 when it started happening

We keep hanging up on callers because we're used to doing blind transfers, so it's important we get this fixed. Anything I should look at?

Thanks!

 

[archie]

Show us piece of log with failed blind transfer. The one you cited doesn't have blind transfer example.

 

[Paulh]

Archie,

See below (internal call from ext 100 to 102 (Name1) and then transferred to ext 105 (Name2)). Let me know what you think. Thanks!


11:44:44.787 [MS105000] C:297.1: No RTP packets were received:remoteAddr=192.168.0.187:16446,extAddr=0.0.0.0:0,localAddr=192.168.0.100:7038
11:44:44.256 [CM503003]: Call(298): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.168.0.184:5060
11:44:44.128 [CM503008]: Call(297): Call is terminated
11:44:44.109 [CM503008]: Call(298): Call is terminated
11:44:42.376 [CM503025]: Call(298): Calling Ext:Ext.105@[Dev:sip:[email protected]:5060]
11:44:42.333 [CM503004]: Call(298): Route 1: Ext:Ext.105@[Dev:sip:[email protected]:5060]
11:44:42.277 [CM503010]: Making route(s) to "Name2"<sip:[email protected]>
11:44:42.276 [CM505001]: Ext.102: Device info: Device Identified: [Man: Linksys;Mod: SPA Series;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA941-5.1.8] PBX contact: [sip:[email protected]:5060]
11:44:42.274 [CM503001]: Call(298): Incoming call from Ext.102 to "Name2"<sip:[email protected]>
11:44:34.909 [CM503003]: Call(297): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.168.0.184:5060
11:44:34.897 [CM503003]: Call(297): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.168.0.193:5070
11:44:34.820 [CM503007]: Call(297): Device joined: sip:[email protected]:5060
11:44:34.819 [CM503007]: Call(297): Device joined: sip:[email protected]:5060
11:44:34.816 [CM505001]: Ext.102: Device info: Device Identified: [Man: Linksys;Mod: SPA Series;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA941-5.1.8] PBX contact: [sip:[email protected]:5060]
11:44:34.816 [CM503002]: Call(297): Alerting sip:[email protected]:5060
11:44:32.521 [CM503025]: Call(297): Calling Ext:Ext.102@[Dev:sip:[email protected]:5060]
11:44:32.518 [CM503025]: Call(297): Calling Ext:Ext.102@[Dev:sip[email protected]:5060]
11:44:32.515 [CM503025]: Call(297): Calling Ext:Ext.102@[Dev:sip:[email protected]:5070;line=56280]
11:44:32.491 [CM503004]: Call(297): Route 1: Ext:Ext.102@[Dev:sip:[email protected]:5070;line=56280,Dev:sip[email protected]:5060,Dev:sip:[email protected]:5060]
11:44:32.482 [CM503010]: Making route(s) to "Name1"<sip:[email protected]>
11:44:32.481 [CM505001]: Ext.100: Device info: Device Identified: [Man: Linksys;Mod: SPA Series;Rev: General] Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA941-5.1.8] PBX contact: [sip:[email protected]:5060]
11:44:32.479 [CM503001]: Call(297): Incoming call from Ext.100 to "Name1"<sip:[email protected]>

 

[archie]

1) It is not blind transfer, it is attended transfer (at least - attempt tom make it)
2) looks like 105 rejects incoming call. Check codecs. Wireshark capture of this call may give you additional ideas

 

[Paulh]

Archie,

Sequence to transfer calls from SPA phone:

Answer incoming call
press xfer button
dial number
press xfer button again before pickup

That's blind transfer, right? If other person picks up, then call isn't dropped. Again, this didn't happen with any previous versions of 3CX (7 or 8), only with 9. Phone settings were never changed. How would codecs affect blind transfer but not answered call transfers?

 

[abc123]

Just to help paul.

I called from my cell to my spa942 (3cx v9 sp2) and answered.

On my spa942 i then hit xfer, dialled ext 100, click dial then click xfer before 100 answered.

All worked as expected. The cell was put on hold while i transferred. 100 rang and after my second transfer the spa no longer had the call

So it is something in your setup. Best to run a wireshark now

 

[archie]

That's blind transfer, right?

Blind transfer is made within one call. You have two incoming calls: 297 and 298. It is not blind transfer. I have nothing to add. I don't know what you press on phone and whether something changed in config, but I see the log and I know what does it say exactly. Wireshark is next step to continue

 

[Paulh]

Ok, thanks. I'm not a network expert, so not sure what I would be looking for in wireshark...

BTW, the fact that this is the free version wouldn't have any effect on transfers would it?

Thanks.

 

[abc123]

I this situation it would.

The free only has 2ccs I think (if you went to the demo) and as Archie said you are not doing a "by definition" blind transfer, you are doing an attended transfer but not waiting for the pickup.

Your situation is like this:

100 calls 102 (1 ccs)
102 answers (now 2ccs)
102 puts 100 on hold and calls 105(3 ccs - too many)


Can you try a call from a cell phone to 102 and then the transfer. You should only be on 2ccs then.

 

[Paulh]

Actually, the free version has 4 simultaneous call capability. The transfer fails regardless of whether the call orginates internally or externally...

 

[abc123]

OK I went back and had a closer look at your logs and see the problem I think.

You are using an SPA941 and it has at least two extensions registered on it (102 and 105) as I can see them being called on 192.168.0.184 but both on ports 5060. You cannot have multiple extensions on the same ip AND the same port. Change your 105 extension on the SPA 941 to register on port 5061 and it should work.

The SPA941 has 4 lines (the same as my 942). You can register each line the same or individual extensions or a combination of both, but EACH extension (e.g 101, 102, 105) HAS to register on a different port (e.g. 5060, 5061, 5062). If you want to use the same extension on 2 lines on the phone (or 3) you register 1 extension and then tell the other two lines to use the first line (it is a drop down in the SPA941).

Try that and see if it works now.

 

[Paulh]

Bingo! That was it! Now working perfectly, thanks ABC123! I don't know why we never had any problems before, but either way changing the ports fixed it. Thanks!

 

[Paulh]

Well, all was working fine up until today when it started not working again. Here is a screenshot of all the phones and ports. You can see no line on any phone shares a port with another line on that phone.

The only change made was that I had incoming calls answered by IVR now I changed it so they're answered by ext 106. When 106 answers and attempts to transfer a call (answer->xfer->dial number->xfer) call gets disconnected.

This is driving me nuts!

 

[coldtech]

I've had people saying they are having this problem with our SPA922's and thought they were just being idiots and hanging up on the people.

They swear they are answering, hitting xfer, dial extension, announce call to extension answerer and hit xfer.

Sometimes it works, sometimes not.