Call keeps getting Stuck in 3CX

[Michael_Link-it]

Goodmorning lads,

I got the problem that a call keeps getting stuck, and after i try to close the call in the admin portal by hitting the X it doenst work.
After i restart de sip server services in the admin portal the call drops.

But it keeps getting back.
This after transfering a call to a mobile number by useing a lokal phone (Yealink SIP-T46U) and the att.transfer option.
This is what we already tryed:
- New local phone,
- New profile
- other config on the user,
- SIP ALG is off

Other users dont have the problem

This has happend a couple of times now.
Does anybody have any idee's to fix it ?

 

[JohnS_3CX]

Hi Michael,

This is not such a simple issue, but I have some questions for you so we can get a better idea on where to look next.


Answer everything below and we can take it from there:

1. PBX Exact Version?
2. Does the Firewall checker fully pass?
3. Trunk provider?
4. Have you modified the trunk settings or did you use our default template?
5. Are you transferring an external caller, to another external caller?
6. Does your extension (Yealink) have it's Options >> Troubleshooting settings exactly like the screenshot below?

 

[Michael_Link-it]

Hi there John,

i got the answers on your qeustions right down here,

1. 18.0 update 5 (Build 418)
2. Yes the firewallchecker passes everting
3. Trunk provider is Pocos
4. we didnt modified the trunk settings, not sure if Pocos did. (is there a way to check this ? )
5. its a external mobiel number to a external mobiel number, but the mobiel number is written down in the phonebook (a co-worker mobiel number)
6. i even have the PBX Delivers Audio checked.

 

[JohnS_3CX]

Hi Michael,

In this case, please speak with your trunk provider and open a case with them, providing them a timestamp and which numbers were involved.

They will have to investigate this in order to help you further, and depending on what they reply back you can update your thread here.

 

[michielpeeters]

Hi Michael,

Are you still having this problem?
We have another customer who is experiencing the same issue with their T46u phones. Their other Yealink models (T41P and T41S) are working fine.

Also it happens only to mobile numbers. And only when a call is transfered.
In the 3cx console Active calls one is in use.

In the log i can see the call was terminated. but in 3CX a call is still active.
6/12/2023 3:20:18 PM NL:Caller (+31416xxxx) IVR (810) answered 00:00:00 00:00:21 IVR (810) replaced by Q Q_NL_Overig (840)
NL:caller (+31416xxxxxx) Q Q_NL_Overig (840) answered 00:00:00 00:00:14 Q Q_NL_Overig (840) replaced by Extension 208 (208)
NL:caller (+31416xxxxxx) (208) answered 00:00:05 00:01:21 Extension 208 (208) replaced by 06xxxxxxx
Extension 208 (208) 06xxxxxxx answered 00:00:09 00:00:09 06xxxxxxx was joined
NL:caller (+31416xxxxxx) 06xxxxxxx answered 00:00:00 01:08:03 01:10:22 6820 Terminated by NL:caller (+31416xxxxxx)

 

[JohnS_3CX]

Hi Michael,

Are you still having this problem?
We have another customer who is experiencing the same issue with their T46u phones. Their other Yealink models (T41P and T41S) are working fine.

Also it happens only to mobile numbers. And only when a call is transfered.
In the 3cx console Active calls one is in use.

In the log i can see the call was terminated. but in 3CX a call is still active.
6/12/2023 3:20:18 PM NL:Caller (+31416xxxx) IVR (810) answered 00:00:00 00:00:21 IVR (810) replaced by Q Q_NL_Overig (840)
NL:caller (+31416xxxxxx) Q Q_NL_Overig (840) answered 00:00:00 00:00:14 Q Q_NL_Overig (840) replaced by Extension 208 (208)
NL:caller (+31416xxxxxx) (208) answered 00:00:05 00:01:21 Extension 208 (208) replaced by 06xxxxxxx
Extension 208 (208) 06xxxxxxx answered 00:00:09 00:00:09 06xxxxxxx was joined
NL:caller (+31416xxxxxx) 06xxxxxxx answered 00:00:00 01:08:03 01:10:22 6820 Terminated by NL:caller (+31416xxxxxx)

What version number is your PBX please?