Solved Breaking cloned phones and removing MAC addresses

[ESQ_IT]

One of our extensions has been assigned 2 Yealink T42 phones, so when a call comes in it rings on both, (not a ring group). When I look at the extension under the Phone Provisioning tab it only shows 1 MAC address/1 phone, but when I look under phones it shows 2 phones, 2 IPs and 1 MAC. What I am trying to achieve is to break one of the phones off of this extension. I see no way to do it.

Additionally this lead me to discover another issue. When we have a phone issue, many times we replace it with another phone, then factory reset the problematic phone which then we were going to use in case we need to swap another one out. In working with the above issue I thought I would just assign a new extension and attach one of these stand-by phones, when I try to do so, 3CX states the MAC address of this phone is alaready assigned to "xxxx" extension, please use another MAC address. Question is, is there a way to clear all these MAC addresses from extension they are no longer part of.

Thank you for any assistance or guidance you can provide.

Cheers,
Logan

 

[nub]

dashboard > extensions > edit extension > phone provisioning tab > your phones pull down, delete phone.

 

[Saqqara]

I would factory reset the phone, and follow the instructions posted by 3cxnum to delete the phone from the 3CX management console

Reboot the phone, and provision the phone.

 

[YiannisH_3CX]

Hello @ESQ_IT

As mentioned above you can delete one of the 2 phones by navigating to the extensions phone provisioning tab and selecting the phone you want deleted from the drop down menu.
The management console will display the same MAC address if the 2 phones under the same extension are the same model as they have the same user agent.

 

[ESQ_IT]

dashboard > extensions > edit extension > phone provisioning tab > your phones pull down, delete phone.

Unfortunately it does not list both phones in the drop-down, only list the softphone client, and then instead of both physical phones it only shows our custom template assigned one.

 

[ESQ_IT]

Hello @ESQ_IT

As mentioned above you can delete one of the 2 phones by navigating to the extensions phone provisioning tab and selecting the phone you want deleted from the drop down menu.
The management console will display the same MAC address if the 2 phones under the same extension are the same model as they have the same user agent.

So if I go to the Phone's UI, and delete the agent from there, then do a factory will it clear the MAC from the extension?
Unlike previous versions where you could see both MAC addresses where you could remove them there seems to be no way to do so in this current version. As I mentioned in the original post, I have another 10+ stand-by phones that I cannot use as I see no way to remove (clear) these MAC addresses from their previously assigned extensions.

 

[Saqqara]

On the custom templates , do you follow the extra steps for Yealink phones.

Yealink-specific template changes heading -
https://www.3cx.com/docs/custom-ip-phone-templates/

 

[Saqqara]

To delete phones assigned to extensions

Going on your picture you posted, select your custom template - this will should you the details on the phone including mac address. Make sure this is the correct one, and click on the 'X Delete' icon to the right of the template name

If you have more than one phone provisioned, you will have multiply phones you can select

Doing the above is the way to delete the phone associated with the extension - now you can factory reset the phone , after which it will shown in the management console where you can reassign it

 

[ESQ_IT]

On the custom templates , do you follow the extra steps for Yealink phones.

Yealink-specific template changes heading -
https://www.3cx.com/docs/custom-ip-phone-templates/

Thanks for the reply, our custom templates have been in use for a number of years, I am unsure how this relates to not listing both phones, or how the 3CX does not have an ability to delete a phone from the extension, or at lease I cannot find anywhere where this can occur. Is there a database where this could be cleared from?

 

[ESQ_IT]

To delete phones assigned to extensions

Going on your picture you posted, select your custom template - this will should you the details on the phone including mac address. Make sure this is the correct one, and click on the 'X Delete' icon to the right of the template name

If you have more than one phone provisioned, you will have multiply phones you can select

Doing the above is the way to delete the phone associated with the extension - now you can factory reset the phone , after which it will shown in the management console where you can reassign it

O.K. I just tried that, it did not give me an option to delete one phone or the other, it just deleted both. :-(

 

[ESQ_IT]

To delete phones assigned to extensions

Going on your picture you posted, select your custom template - this will should you the details on the phone including mac address. Make sure this is the correct one, and click on the 'X Delete' icon to the right of the template name

If you have more than one phone provisioned, you will have multiply phones you can select

Doing the above is the way to delete the phone associated with the extension - now you can factory reset the phone , after which it will shown in the management console where you can reassign it

Hello OK, it does look like removing both as you suggested is the way to go. Once the single phone was removed, then I went in on 3CX and reprovisioned the correct single phone.

Thank you all for your assistance.

 

[YiannisH_3CX]

Hello @ESQ_IT

Glad to see the issue has been resolved but you should be able to see both phones under the phone provisioning tab as mentioned. I am not sure how the custom template could affect that but i would try the same scenario with the default template and if that works adjust the custom template so you do not have to delete both phones from the extension