Call Pick-up no longer works

[jholcombe]

Hello, I'm not sure what has caused this problem. My users just started reporting this problem. 3CX Ver 14. Yealink T46G fw ver 28.80.0.110.

Symptoms:

Extension 381 is on a call.
Extension 380 rings.
Extension 381 presses the BLF key for extension 380 to pick up the call on 380.

The call that was on 381 gets put on hold. The call that was on 380 keeps ringing on 380. The blf key on 381 for 380 keeps blinking. 381 goes to the main screen. The call that was put on hold that was initially on 381 seems to have disappeared (no longer on one of the line keys), and is now ringing on 380.

These events show up in the activity log:

15-Aug-2016 18:02:46.031 [CM503003]: Call(C:3190): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 18:02:46.011 [CM503003]: Call(C:3190): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 18:02:40.238 [CM503003]: Call(C:3189): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 18:02:40.189 [CM503003]: Call(C:3189): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 18:02:33.553 [CM503003]: Call(C:3189): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 18:02:33.537 [CM503003]: Call(C:3189): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 17:56:24.189 [CM503003]: Call(C:3185): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 17:56:24.188 [CM503003]: Call(C:3185): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 17:56:21.069 [CM503003]: Call(C:3186): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 17:56:21.045 [CM503003]: Call(C:3186): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 17:56:16.116 [CM503003]: Call(C:3185): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 17:56:16.115 [CM503003]: Call(C:3185): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 17:56:09.848 [CM503003]: Call(C:3185): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 17:56:09.811 [CM503003]: Call(C:3185): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 17:51:48.100 [CM503003]: Call(C:3182): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 17:51:48.046 [CM503003]: Call(C:3182): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 17:51:46.828 [CM503003]: Call(C:3183): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063
15-Aug-2016 17:51:46.759 [CM503003]: Call(C:3183): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 17:51:36.487 [CM503003]: Call(C:3182): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 10.122.100.17:5060
15-Aug-2016 17:51:36.462 [CM503003]: Call(C:3182): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 10.122.100.28:5063

Any ideas?

Thanks,

--John

 

[jholcombe]

Could replacing the network interface card (NIC) in the server cause this behavior? That is one change that I made. Thanks!

 

[jholcombe]

Tried re-installing 3CX and restoring the backup (just in case the issue was related to the NIC change), but the inability to pick up calls continues. This only occurs if the user is already on a call, and tries to pick up another call. The users can pick up a call if they aren't already on a call.

 

[jholcombe]

Update: Call Pickup works with two calls if I:

1. Put the existing call on 381 on hold.
2. press the new call key.
3. press the BLF key of the extension I want to pick up...

Does anyone have any ideas as-to what would be keeping me from being able to use the BLF keys to pick up a call? We used to not have to take these steps. We could just press the BLF key, and it would put the existing call on hold and pick up the extension that was ringing. Now if we press the BLF key is messes up the calls. Any ideas would be greatly appreciated.

Thank you!,


--John

 

[Frank D]

Hi,

are you using the pickup-code *20* to pickup calls? Does it work if you manually configure a BLF key to use *20*?
It can work without the pickup-code, too, but the permission management can be a little tricka and unreliable according to my experience.
Did you change the groups the extensions belong to?

best regards Frank

 

[jholcombe]

Thank you Frank - I used the 3CX template and assigned the keys to BLF in the 3CX UI.

I do want to emphasize that the BLF keys will pick up a call if there is not another call in session. The problem occurs if there is more than one call. I think it might be an issue with the phone UI, and handling the call differently because it's not on the home screen. I just don't know what to check on the phone, and not 100% sure that's the problem -- just a guess. They are Yealink T46G phones.

I will see if I can manually configure one of the keys.

Yes, *20* works and pressing the BLF key works if the user first puts the existing call on hold, and then presses the NewCall display key. Then we can use either *20* or press the BLF to answer the call.

Thanks,

--John

 

[Frank D]

Okay, I got it. When did the behaviour start? Do prior Firmware versions work fine?
If it s because of Yealink you can contact their support, if it worked in V 12.5 and stopped working now, contact 3 cx support.
Anyone else who can reproduce this?

 

[jholcombe]

The problem started on phone firmware that previously worked. I did try updating the phone firmware to resolve the issue.

I have only been on V 14 at this office. One day it worked, and one day it didn't. The users experiencing the problem really weren't able to pinpoint exactly when the problem started.

There are a few things that have happened that may have caused the problem.
- Installed new switches (Went from HP 4500G to HP 5100 (both Comware switches)). This leads me to wonder, is any multicast used when using a BLF key to pick up a call?
- Installed 3CX V14 SP3.
- Installed 3CX new templates for Yealink phones.

Those are the only changes I can think of. Another variable is I have tried to re-provision the phone to resolve this issue.

Thanks for your help!,

--John