Call stays connected after accepting rebound

[tworhythms]

I'm having an issue whereby after accepting a call using the Rebound feature when transferring to my mobile phone, the line stays connected in 3CX. I have to manually disconnect the line in the management console. Is there anything else that needs configuring to have the line disconnect after accepting a call that was transferred using Rebound?

 

[leejor]

The type of trunking, you are using, to pass the call to the mobile, may make a difference.

You should provide some more details. The 3CX log will probably help too.

 

[tworhythms]

I'm using voip.ms as my provider. Everything else seems to be working correctly. Below is a copy of the server log during the call. IP addresses and numbers have been xxxx to protect privacy.

The extension "109" is a member of a call group. I've tried changing the incoming rules to dial the extension directly with no change. Also, the rebound feature is enabled on that extension (109).

Thanks for your help. I love this feature and would like to get it working if possible.

05-Sep-2013 19:59:50.156 Leg L:46.1[Ivr] is terminated: Cause: BYE from PBX
05-Sep-2013 19:59:50.156 [CM503008]: Call(C:46): Call is terminated
05-Sep-2013 19:59:50.155 Leg L:46.2[Line:10001>>905407xxxx] is terminated: Cause: BYE from PBX
05-Sep-2013 19:59:25.270 Currently active calls - 1: [46]
05-Sep-2013 19:58:55.254 Currently active calls - 1: [46]
05-Sep-2013 19:58:25.231 Currently active calls - 1: [46]
05-Sep-2013 19:57:55.215 Currently active calls - 1: [46]
05-Sep-2013 19:57:25.192 Currently active calls - 1: [46]
05-Sep-2013 19:56:55.176 Currently active calls - 1: [46]
05-Sep-2013 19:56:25.156 Currently active calls - 1: [46]
05-Sep-2013 19:56:14.867 Leg L:45.5[Line:10001>>905407xxxx] is terminated: Cause: BYE from PBX
05-Sep-2013 19:56:14.867 [CM503008]: Call(C:45): Call is terminated
05-Sep-2013 19:56:14.864 Leg L:45.1[Line:10001<<905407xxxx] is terminated: Cause: BYE from 67.205.xx.xxx:5060
05-Sep-2013 19:56:07.723 Leg L:45.4[Ivr] is terminated: Cause: BYE from 127.0.0.1:40600
05-Sep-2013 19:56:07.521 [CM503007]: Call(C:45): Line:10001>>905407xxxx has joined, contact <sip:[email protected]:5060>
05-Sep-2013 19:56:07.516 L:45.5[Line:10001>>905407xxxx] has joined to L:45.1[Line:10001<<905407xxxx]
05-Sep-2013 19:56:07.516 [CM505003]: Provider:[289242xxxx] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [VoIPMS/SERAST] PBX contact: [sip:[email protected]:5060]
05-Sep-2013 19:56:07.351 [CM503025]: Call(C:45): Calling T:Line:10001>>905407xxxx@[Dev:sip:[email protected]:5060] for L:45.1[Line:10001<<905407xxxx]
05-Sep-2013 19:56:07.162 [CM505003]: Provider:[289242xxxx] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [VoIPMS/SERAST] PBX contact: [sip:[email protected]:5060]
05-Sep-2013 19:55:55.141 Currently active calls - 2: [45,46]
05-Sep-2013 19:55:47.550 [CM503007]: Call(C:46): Line:10001>>905407xxxx has joined, contact <sip:[email protected]:5060>
05-Sep-2013 19:55:47.549 [CM503007]: Call(C:46): Ivr:IVRForward has joined, contact <sip:[email protected]:40600>
05-Sep-2013 19:55:47.549 L:46.2[Line:10001>>905407xxxx] has joined to L:46.1[Ivr]
05-Sep-2013 19:55:41.021 [CM505003]: Provider:[289242xxxx] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [VoIPMS/SERAST] PBX contact: [sip:[email protected]:5060]
05-Sep-2013 19:55:36.799 [CM503025]: Call(C:46): Calling T:Line:10001>>905407xxxx@[Dev:sip:[email protected]:5060] for L:46.1[Ivr]
05-Sep-2013 19:55:36.615 [CM503027]: Call(C:46): From: Ivr:IVRForward ("289242xxxx:xxxx Cell " <sip:[email protected]:5060>) to T:Line:10001>>905407xxxx@[Dev:sip:[email protected]:5060]
05-Sep-2013 19:55:36.615 [CM503004]: Call(C:46): Route 1: from L:46.1[Ivr] to T:Line:10001>>905407xxxx@[Dev:sip:[email protected]:5060]
05-Sep-2013 19:55:36.615 Line limit check: Current # of calls for line Lc:10001(@289242xxxx[<sip:[email protected]:5060>]) is 1; limit is 4
05-Sep-2013 19:55:36.615 Call(C:46): Call from Ivr:IVRForward to 905407xxxx matches outbound rule 'Tech Outbound'
05-Sep-2013 19:55:36.615 [CM503001]: Call(C:46): Incoming call from Ivr:IVRForward to <sip:[email protected]:5060>
05-Sep-2013 19:55:27.188 Leg L:45.2[Ivr] is terminated: Cause: BYE from 127.0.0.1:40600
05-Sep-2013 19:55:26.981 [CM503007]: Call(C:45): Ivr:IVRForward has joined, contact <sip:[email protected]:40600>
05-Sep-2013 19:55:26.978 L:45.4[Ivr] has joined to L:45.1[Line:10001<<905407xxxx]
05-Sep-2013 19:55:26.938 Leg L:45.3[Extn] is terminated: Cause: 487 Request Terminated/INVITE from 192.168.50.50:5090
05-Sep-2013 19:55:26.936 [CM503003]: Call(C:45): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 192.168.50.50:5090
05-Sep-2013 19:55:26.834 [CM503025]: Call(C:45): Calling T:Ivr:IVRForward@[Dev:sip:[email protected]:40600;rinstance=56d5b1dd4bb0c23c] for L:45.1[Line:10001<<905407xxxx]
05-Sep-2013 19:55:26.831 [CM503005]: Call(C:45): Forwarding: T:Ivr:IVRForward@[Dev:sip:[email protected]:40600;rinstance=56d5b1dd4bb0c23c]
05-Sep-2013 19:55:26.831 L:45.1[Line:10001<<905407xxxx] forwards call from Extn:109 to Ivr:IVRForward based on rule Fwd[Available/NoAnsw]
05-Sep-2013 19:55:26.831 L:45.1[Line:10001<<905407xxxx] failed to reach Extn:109, reason No Answer
05-Sep-2013 19:55:25.116 Currently active calls - 1: [45]
05-Sep-2013 19:55:15.814 [CM503025]: Call(C:45): Calling T:Extn:109@[Dev:sip:[email protected]:5090] for L:45.1[Line:10001<<905407xxxx]
05-Sep-2013 19:55:15.809 [CM503027]: Call(C:45): From: Line:10001<<905407xxxx ("289242xxxx:xxxx Cell " <sip:[email protected]:5060>) to T:Extn:109@[Dev:sip:[email protected]:5090]
05-Sep-2013 19:55:15.809 [CM503004]: Call(C:45): Route 1: from L:45.1[Line:10001<<905407xxxx] to T:Extn:109@[Dev:sip:[email protected]:5090]
05-Sep-2013 19:55:15.809 [CM505003]: Provider:[289242xxxx] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [VoIPMS/SERAST] PBX contact: [sip:[email protected]:5060]
05-Sep-2013 19:54:59.512 [CM503007]: Call(C:45): Ivr:804 has joined, contact <sip:[email protected]:40600>
05-Sep-2013 19:54:59.509 [CM503007]: Call(C:45): Line:10001<<905407xxxx has joined, contact <sip:[email protected]:5060>
05-Sep-2013 19:54:59.507 L:45.2[Ivr] has joined to L:45.1[Line:10001<<905407xxxx]
05-Sep-2013 19:54:59.356 [CM503025]: Call(C:45): Calling T:Ivr:804@[Dev:sip:[email protected]:40600;rinstance=1bef2c33ed1929c7] for L:45.1[Line:10001<<905407xxxx]
05-Sep-2013 19:54:59.344 [CM503027]: Call(C:45): From: Line:10001<<905407xxxx ("289242xxxx:xxxx Cell " <sip:[email protected]:5060>) to T:Ivr:804@[Dev:sip:[email protected]:40600;rinstance=1bef2c33ed1929c7]
05-Sep-2013 19:54:59.344 [CM503004]: Call(C:45): Route 1: from L:45.1[Line:10001<<905407xxxx] to T:Ivr:804@[Dev:sip:[email protected]:40600;rinstance=1bef2c33ed1929c7]
05-Sep-2013 19:54:59.344 [CM505003]: Provider:[289242xxxx] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [VoIPMS/SERAST] PBX contact: [sip:[email protected]:5060]
05-Sep-2013 19:54:59.339 [CM503001]: Call(C:45): Incoming call from Line:10001<<905407xxxx to <sip:[email protected]:5060>

 

[tworhythms]

Further to my previous post; attached is a snapshot of the call staying connected even after I've ended the call. I've also tried toggling "Supports Reinvite" on the provider. No change.

 

[leejor]

Well the logs show both calls 45 & 46 terminating.

I'm wondering why Virtual Extension Number (trunk) 10001 shows twice in the snapshot you posted, one Connected, and one Idle?

 

[tworhythms]

I wondered the same thing but thought maybe it was just "normal activity". During a rebound call it actually shows one "idle", another "IN" and the one you see there, "OUT". Is this perhaps because you can have multiple VoIP calls over the same line, at the same time?

As I mentioned earlier, everything else (i.e. conference calling, hold, MOH, etc...) all work fine. Stumped. :S

 

[leejor]

It may just be a "status" issue. The call has actually dropped but 3CX hasn't removed the "connected" information, from the display. Which version of 3CX are you using? This might be a bug that happens after a particular series of events. Have you left this overnight to see if it clears on it's own? Have you tried placing another call, out, over trunk 10001, to see if that route is actually available? If call does work, does the display now show two trunk 10001's connected?

 

[tworhythms]

I was running version 11 (thought I had upgraded to 12). I've upgraded to 12 today and will test. I did try calling back in on that line and 3cx warned me my license was exceeded the maximum number of calls (free version =2). So, it definitely is holding that line open. I'll test this with V.12 and will post the results. Thanks for all the help!

 

[tworhythms]

Well, it looks like the upgrade to version 12 solved my issue... It now disconnects immediately after hanging up on the mobile. The last thing I haven't sorted out is - when the call is transferred to my extension using rebound, the other party hears "Please wait while we locate <extension number>" even though I've recorded my name through option 5 in the voicemail menu.

Is this the wrong place to record your name so the caller hears it instead of your extension number?

Other than that, I'm thrilled! Everything is working perfectly.