Call disconnects when another user answers a different call.

[Scott EIT]

3CX V20, license is 3CX FREE 10 Users.

Hi everyone, running into a very strange issue with one of our clients.
The setup is three users in a call group set to ring all; two users have Fanvil X5U and the third has a Fanxil X4U-V2. Users 1 and 3 have Reception permissions, while 2 has Department Administrator permissions.

The problem is, a call comes in and all three phones ring. User 1 picks up the phone, begins speaking to a customer. Then, another call comes in, and user 2 picks up the phone. This causes user 1's phone call to disconnect. Users 1 and 2 both have been experiencing this problem interchangeably. We also have been sent pictures of the same call running on both phones simultaneously, which again is strange. I was speaking with user 2 on the phone yesterday, when user 1 picked up and I was immediately placed on hold. From what I was told, user 2 was completely unable to resume the call until user 1 hung up. This has only cropped up in the past few weeks, apparently.

Also worth noting, both phones have been reported freezing at random either during the day or overnight, to where they need to switch them on and off again to be able to use them again. I did think hardware issue at first due to this, but both phones having an identical hardware fault seemed unlikely to me.

Any help is greatly appreciated.

 

[Alphabetic]

Do all 3 phones have separate extensions on?

 

[Scott EIT]

Yes, all three phones have separate extensions.

Something I forgot to mention originally, is that in the images we've been sent of User 1 and User 2 having the same phone call active, User 1's display name on the phone is replaced with "Mobile." Unsure if that's relevant.

 

[JohnS_3CX]

Are you using an SBC?

 

[Scott EIT]

Yes, the Fanxil X4U-V2 Router phone is used as the SBC.

 

[paulodagraca]

Hello scott,

Do you have an option to setup an SBC, like not a router phone.
Just for a day ot two, place a Laptop, small or older PC, Rapberry PI... something like that.
See if that takes away the problem.

Paulo

 

[Saky]

Hi,

Could we be specific about which phone model each user has?

 

[paulodagraca]

Hello Scott EIT,

Just in short, this would be the case... correct?

3CX FREE 10 Users
DID -> Ringgroup (ring-all)
----------------------------------------
User 1 Fanvil X5U Receptionist
User 2 Fanvil X5U Department Administrator
User 3 Fanxil X4U-V2 Receptionist <- Router phone

(Call disconnects when another user answers a different call)
(Phones reported freezing at random time, either during the day or night)

Paulo

 

[Scott EIT]

Morning,

Hello Scott EIT,

Just in short, this would be the case... correct?

3CX FREE 10 Users
DID -> Ringgroup (ring-all)
----------------------------------------
User 1 Fanvil X5U Receptionist
User 2 Fanvil X5U Department Administrator
User 3 Fanxil X4U-V2 Receptionist <- Router phone

(Call disconnects when another user answers a different call)
(Phones reported freezing at random time, either during the day or night)

Paulo

The setup is DID > Digital Receptionist > Option 1 or 2 > Ringgroup (Ring-all)
User/phone layout is correct.

Calls on user 1 drop when user 2 picks up the phone and vice-versa.

Hello scott,

Do you have an option to setup an SBC, like not a router phone.
Just for a day ot two, place a Laptop, small or older PC, Rapberry PI... something like that.
See if that takes away the problem.

Paulo

There's nothing spare on site we can use and we're remote, so would take some time to get this set up. If we can try something else in the meantime that would be appreciated.

Thanks

 

[Saky]

If you can, ask them to restart the Router Phone and see if it helps at all.

 

[Scott EIT]

Just restarted the phone so we'll wait to hear back.

We have just spoken to our distributor as well, and apparently we're supposed to be on Annual Startup 4 SC, no the FREE 10 users - but our distributor has no record of the license. Can I assume that the free 10 users version only has 1 simultaneous call? That could certainly explain some of it.

 

[Saky]

Hi,

Well the Free 10 user is the current version of the Annual Startup 4SC and it supports 4SC too. The Event Log should show if calls fail due to licence, but that should mean no new calls, not dropping established ones.

There is a chance that a call uses more than one SC if you have "Also ring my mobile".

 

[Evolute IT]

Hi,

Well the Free 10 user is the current version of the Annual Startup 4SC and it supports 4SC too. The Event Log should show if calls fail due to licence, but that should mean no new calls, not dropping established ones.

There is a chance that a call uses more than one SC if you have "Also ring my mobile".

The free SMB edition doesn't have an SC limit. Only a user limit.

 

[SteveITS]

Annual Startup 4 SC, no the FREE 10 users

"Startup" is the old, old (maybe, one more old at this point?) name of SMB. I don't recall it ever had an SC count, but it's been a while. In any case the disty seems confused.

 

[Scott EIT]

Morning everyone, thank you for the responses so far.

There is a chance that a call uses more than one SC if you have "Also ring my mobile".

None of the users have their mobile numbers in the system and "Also ring my mobile" is disabled for all of them.

The free SMB edition doesn't have an SC limit. Only a user limit.

That rules that out at least, thank you.

"Startup" is the old, old (maybe, one more old at this point?) name of SMB. I don't recall it ever had an SC count, but it's been a while. In any case the disty seems confused.

From what I recall, it was set up with 3CX hosting on some sort of shared instance I believe? Not 100% sure as it was setup long before my time. From what the distributor has said, the license expired, and so defaulted to the free version. The timeline matches up with when these issues were first reported, and I find it very unlikely that both the X5U's developed a near-identical hardware fault at the same time. I'm just not sure what about the free license could be causing this problem?

 

[paulodagraca]

Hello Scott EIT,

The problem you describe with phones disconnected from a call when another Phone receives a call sounds like a problem with SIP ALG.
If the IP phones connect on Local LAN with the SBC, there should never be an router involved and thus not have any problem with the SIP ALG in any way, so this is (for me) a strange thing.

Now if the IP Phones all work with the SBC (router Phone) on the LAN, than this phone is the MAIN focus.
Any small or big problem with this phone, has direct impact with all the phones and calls.
In your case that should be the Fanxil X4U-V2 as Router Phone.

What firmware version is in this phone, is this the version that 3CX recommends (v2.12.20).
https://www.3cx.com/docs/phone-firmwares/

If you are using this version firmware in the Fanvil IP Phone, you can try to update to the next version
At this moment it is only provided by Fanvil:
https://www.fanvil.com/service/doc/soft/p1/xu/x4ushuangpingshangwuhuaji/index.html
Version: X4U-V2-2.12.22.2

This version does contain an bug-fix with the critical description:
3. Fix the abnormal connection issue to 3cx over Wi-Fi

Do you have this phone connect over WIFI?
Let us know, if any of this information got some progres.

Paulo

 

[Saky]

Hi,

Paulo gave you a lot of useful info there. I would say that Router Phone is probably what needs focusing on.

Easy way to see if that's the right path, answer some calls using the web-client or mobile apps, so the IP Phones stay out of the loop. Unplug them if need be

Then also do using phones some calls between the extensions, apps/web and also then phones. Should provide some more specific insight on things.

 

[paulodagraca]

Hi Scott EIT,

also have a look at this thread:
fanvil-x4u-v2-phone-locks-up-when-configured-as-sbc-router-phone

Paulo