Solved Call keeps ringing after declining when "accept multiple calls" is active

[MH_INDUS]

Hello all,

when I am in a call and someone else calls me, it will keep ringing even when I click on decline.

Is this behaviour new to Update 7?

I am running V16 Update 7
On Windows Server 2019

Kind regards
Martin

 

[VasilisV_3CX]

Hello Martin,

Where is the call coming to you from? Is it coming to your extension via a queue? If you log out from the queue, you will no longer receive calls from the queue.

 

[MH_INDUS]

Hello Vasilis,

the call I was busy with was from a queue. The call that I declined while busy was a direct call from a colleague.

 

[VasilisV_3CX]

Thank you for clearing that up.

If you're on a call that arrived via a queue, you receive an external call and 'accept multiple calls' is active, then you will receive the call from your colleague at the same time. If you decline your colleague's call, it should not repeat unless your colleague calls you again. Can you confirm it happens when your colleague only calls you once?

 

[MH_INDUS]

Hello Vasilis,

I just tried it again while being logged out of all queues.

This time I had my colleague call me and then called myself from my mobile.

Even after declining the call from my mobile it kept ringing for 5-6 seconds, disturbing the call.

If I decline a call to myself from my mobile while not on a call it will immediately stop ringing.

The accept multiple calls setting somehow messes with the decline function.

Kind regards
Martin

 

[NickD_3CX]

Hi Martin!

I think I am a bit confused, so I'd like to clear up some points:

• You are using the WebClient to answer calls to your Extension right? Not your Mobile app or Deskphone.
• Do you have any other devices registered to your Extension, like deskphone, Mobile App, etc?
• You say "Even after declining the call from my mobile it kept ringing for 5-6 seconds, disturbing the call.". So, you are calling from your Mobile Phone to your 3CX Extension. Where are you pressing the "decline" button, on your Mobile Phone or your 3CX Extension? (sorry this isn't clear)
• You say "disturbing the call.". In what way? Are you hearing something in the headset like the 3CX ringing sound?

 

[MH_INDUS]

Hello Nick,

sorry for the confusion.

• I only use the webclient to accept or decline calls.
• I have the webclient, iOS App and Ddeskphone registered.
• I am calling my 3CX extension from my mobile phone using gsm. I am clicking decline on the webclient.
• Yes, after declining in the webclient I continue to hear the ringing sound in my headset.

 

[JohnS_3CX]

Hi Martin,

Try the following then:

- Disconnect your mobile from the internet temporarily

- Disconnect your deskphone from the LAN temporarily

- You should now only have the Web client registered and nothing else

- Ensure that you are in Web Client mode (it should NOT say Smartphone or Deskphone in the box below)



- Ensure you do NOT also have the 3CX Phone for Windows installed, check your Windows list of programs and ensure this is not there also ringing in the background



- Repeat the test and ensure that when a queue call comes in, only the webclient rings, and answer the call

- Now while in the queue call, have a colleague ring your extension, and decline the call


Let us know of the outcome when following those exact steps which are designed to isolate the issue you described

 

[MH_INDUS]

Hello Nick,

I did the following:

• Disabled deskphone and iOS App
• checked that no windows app is installed
• had a colleague call the call queue and accepted
• called my 3cx extension from my smartphone and declined on the webclient
• I still heard ringing after declining

 

[VasilisV_3CX]

Hello,

Thank you for updating us. We've tested and tried to reproduce the issue using the exact steps you have mentioned, however the call does not continue ringing on our side. This may be an issue unique to your system.

What should happen is during your latest test:

• Accept call from queue
• Receive call directly to your extension, you'll hear it ring.
• Decline the call, it stops ringing immediately.

To that end, I suggest contacting 3CX Support to investigate further, following the support procedures.

 

[MH_INDUS]

Hello Vasilis and Nick,

thanks for helping troubleshooting.