BUG - Snom D745 template

[firstpointswitzerland]

Hi. Posting here as partners cannot even open a ticket anymore without buying support - even for bugs ?

One of our clients has a 3CX installation, with an extension and phone linked to a SNOM D745 phone. This model has a LCD screen to show BLF / line keys.

We have configured different BLF keys in the extension, but they do not show on the LCD of the phone. Nothing is showing up.

After analysis, we see the differences (below in bold) between the 3CX generated XML and the default snom one:

Example of one generated by 3CX:
<functionkeys e="2">
<fkey idx="0" context="active" label="Florian Tosello" perm="">dest &lt;sip:[email protected]:5060;user=phone&gt;</fkey>


Example of one by snom:
<functionKeys e="2">
<fkey idx="0" context="1" label="test" lp="on" default_text="$name $state" perm="">blf sip:[email protected]:5060</fkey>

Would the problem come from the context, lp, or default ?

 

[JohnS_3CX]

Hi @firstpointswitzerland

It's a good idea to share some information first so we can understand what versions and setup you use
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

As an example, I have a local D745 here with BLFs configured in V16U3 and firmware edition 10.1.37.11 that seems to work fine and show the BLFs immediately after provisioning with our default generated template which appears like your one above.

 

[firstpointswitzerland]

Dear John,

Thanks for your reply and sorry for not providing basic info.

• 3CX Version, Enterprise Annual 16.0.3.676License
• Server OS, Windows 10
• Is the 3CX Server Hosted and where? Hosted on a VPS @ OVH
• IP Phone Make/Model/Firmware Snom D745,FW 10.1.37.11
• Provisioning Method: Local / VPN / STUN / SBC STUN
• Trunk Provider or Gateway Make/Model Sipcall (Backbone AG) Trunk
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[JohnS_3CX]

Let's start by checking that one phone, factory reset it and allow it reprovision automatically (will ask for login credentials since it is STUN phone).

To reset the device fully, keep holding down # and then power up the phone and hold until it will give you the option to reset it.

 

[cobaltit]

Hi. Posting here as partners cannot even open a ticket anymore without buying support - even for bugs ?

Absolutely they can. However, you are only an affiliate, not an actual partner yet. Once you reach partner status you should have support access.

https://www.3cx.com/partners/channel-partner-program/

 

[AWS2P]

only an affiliate

This sound not so nice , like you are nothing

this is the starting point of the story so being excluded of support access when starting has no sense for me. This is in first time you need most help, after when experienced it's not so crucial.
3CX could ask affiliate to be certified and then give support as others partner level.

 

[cobaltit]

Support costs money which is why one of the first things companies do to increase profitability is reduce support . I believe the difference between affliate and bronze is the sale of a single license so it's really not much to ask someone to buy a license to get to that next level

 

[AWS2P]

to increase profitability is reduce support

IMO the first thing to decrease support is to produce quality, highest you have less support you need, no? Germans are well known for example to produce very good quality product.

affliate and bronze is the sale of a single license

Hi Cobaltit, you surely have lots of 3CX licenses as Platinum, so you are far from affiliate feelings, you said Bronze level may be reachable with one single license sale, agreed , but needs to be almost a 32 SC Pro, for 6 months or 64SC for complete year, so when you have small companies with 4 or 8SC STD using free license, you can stay a while affiliate .
If no license was given for free, it surely be easier for affiliate to become "real" 3CX partners.
Perhaps, as i said, 3CX should cross several informations, like are you advanced certified? how many keys are on your portal? (free included) , how many years you are in, this could make you also, a real partner , in my opinion.

If i speak about me, i'm working alone and not only focused on 3CX sales, so chance to increase my partner level with 3CX is low. I like 3CX, but this is not a reason to think affiliate = nothing interesting for 3CX = no free support.
When you have case you are not sure or failure and you feel alone to fix it , this is not so pleasant feeling.
Perhaps even with several free licenses you are more experienced than someone with only one big licence who can have access to support freely.
End of story

 

[JohnS_3CX]

Just to clarify, this is not something that you should need to involve support in, so I would say lets stay on the subject of fixing the one specific phone that misbehaved.

The phones are not provisioning properly in their case, even though I can guarantee the phone firmware, and templates are confirmed to work in our testing environment. We just need to reset and reprovision once as a starting point, and proceed step by step to troubleshoot, which is a good practice for partners to do anyway (to build up the skills for the most usual issues one may come across).

We can also provide some help here at the forum as a whole community

 

[AWS2P]

We can also provide some help here at the forum as a whole community

Fortunately there is the forum, that provide real share so that makes up for it a little bit.
Thanks John and Yiannish you are 3CX pillars of the support.

 

[JohnS_3CX]

If anyone has issues with different Snom models, please start a new thread for your model and include everything as per https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/