Call transferring Issue

[runnerpaul]

Hi,


I have a phone issue that I’m a bit stuck with and waswondering if somebody could maybe shed some light on it.

When Robert transfers a call the Forwarding Rules don’t seemto work on the extension he transfers to although they will work if a call istransferred from any other extension.

I did a bit of testing around this and found the followingin the logs:

Please note that extension 2242 is configured to go to voicemailif a call is not answered within 20 seconds.

If a call is made from Ext. 2253 to 2245 and thentransferred to 2242, which is not answered, the call gets diverted tovoicemail and I see the below log output:

15-Nov-2013 09:50:17.879 Leg L:15660.4[Extn] is terminated: Cause: 487 Request Terminated/INVITEfrom 10.8.0.85:5060
15-Nov-2013 09:50:06.053 Leg L:15660.2[Extn] is terminated: Cause: 487 Request Terminated/INVITEfrom 10.8.0.85:5060
15-Nov-2013 09:50:05.850 L:15660.1[Extn] forwards call from Extn:2242 to RingAll:8002 based on ruleFwd[Available/NoAnsw]
15-Nov-2013 09:50:05.850 L:15660.1[Extn] failed to reach Extn:2242, reason No Answer
15-Nov-201309:49:45.801 [CM503025]: Call(C:15660): CallingT:Extn:2242@[Dev:sip:[email protected]:5060;user=phone] for L:15660.1[Extn]
15-Nov-2013 09:49:45.755 [CM503027]: Call(C:15660): From: Extn:2245 ("Brian Mullin" <sip:[email protected]:5060>) to T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]
15-Nov-2013 09:49:45.755 [CM503004]: Call(C:15660): Route 1: from L:15660.1[Extn] toT:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]

If a call is made from 2245 to 2000(Roberts extension) andis then transferred to 2242, which is not answered, the caller will hear theA&G on hold recording and 2242 will ring until the call is disconnected. Ialso noticed the log is different:

15-Nov-2013 09:58:27.082 Leg L:15668.3[Extn] is terminated: Cause: 487 Request Terminated/INVITEfrom 10.8.0.85:5060
15-Nov-2013 09:56:23.117 Leg L:15669.2[Extn] is terminated: Cause: 487 Request Terminated/INVITEfrom 10.8.0.85:5060
15-Nov-2013 09:56:23.116 L:15669.1[Extn] failed to reach Extn:2242, reason Request Terminated
15-Nov-2013 09:56:23.116 Call to T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone] fromL:15669.1[Extn] failed, cause: Cause: 487 Request Terminated/INVITE from10.8.0.85:5060
15-Nov-201309:56:22.983 [CM503025]: Call(C:15668): Calling T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]for L:15668.1[Extn]
15-Nov-201309:56:20.766 [CM503025]: Call(C:15669): CallingT:Extn:2242@[Dev:sip:[email protected]:5060;user=phone] for L:15669.1[Extn]
15-Nov-2013 09:56:20.734 [CM503027]: Call(C:15669): From: Extn:2000 ("Robert Sinnamon" <sip:[email protected]:5060>) to T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]
15-Nov-2013 09:56:20.734 [CM503004]: Call(C:15669): Route 1: from L:15669.1[Extn] toT:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]

If you look at the blue line in each log extract, it appearsto me that an extra call is getting made when transferring from 2000. Couldthis be causing the issue in some way? I realise 2000 transferring may beconfigured differently in that a recorded message is played when transferringfrom 2000 but not when transferring from other extensions. Surely theForwarding Rules should still apply for each extension.

I hope somebody can help.

Cheers
Paul

 

[leejor]

If a call is made from Ext. 2253 to 2245 and thentransferred to 2242, which is not answered, the call gets diverted tovoicemail and I see the below log output:

If this is the case, then why does the log seem to indicate that the call is routing to a ring group?

15-Nov-2013 09:50:05.850 L:15660.1[Extn] forwards call from Extn:2242 to RingAll:8002 based on ruleFwd[Available/NoAnsw]

Or am I missing something?

 

[runnerpaul]

Ah sorry. I was messing around with different phone settings and must have set it to forward to the call group when I took that log extract. Either way, the forwarding rule doesn't seem to apply when I do this regardless of whether its set to go to voicemail, a group or some extension.

 

[leejor]

I would examine the differences (settings) for the one extension that behaves differently. Try setting everything (options) exactly the same as the extensions that work correctly.

 

[runnerpaul]

I have tried various different settings and transferring between different phones and it appears to be an issue with one phone. Can't see how it's configured any differently though.

 

[leejor]

Determine if it's the phone itself, the configuration file, or, the extension settings/options in 3CX. Swap that set with another. Do a "factory" reset on both phones and be sure they are at the same firmware version.
Does the problem move with the set? If so then you have a set problem, if not, then you may want to create another extension, with the same properties as the one that is not working, and try some calls with that, see if there is any difference.

 

[runnerpaul]

After some further testing it appears to only happen when transferring with the line extension attachment for the phone. I'll swap it for another one and check if the issue is still there.

 

[runnerpaul]

It seems to be with the way those extension units transfer calls. Does anybody know of a way to get aroun this?

 

[mlump]

Probably a stupid question but have you tried disabling Supports Replaces or Supports Re-Invite?

 

[runnerpaul]

Where do I check for that?

 

[mlump]

Management Console -> Extensions -> "Extension you want to change" -> Other Tab

Try Disabling Supports replaces, if it still doesn't work try disabling supports re-invite. You could also try turning on PBX delivers audio but I'm not sure that will help.

 

[runnerpaul]

When I disabled these on the extension that's doing the transfer with the extension panel nothing different happened. When I disabled these on the phone that the transferred call is going to, the activity log showed the following for that number:

29-Jan-2014 12:34:09.707 Leg L:14069.3[Extn] is terminated: Cause: 487 Request Terminated/INVITE from 10.8.0.85:5060
29-Jan-2014 12:34:06.424 [CM503025]: Call(C:14070): Calling T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone] for L:14070.1[Extn]
29-Jan-2014 12:34:06.377 [CM503027]: Call(C:14070): From: Extn:2000 ("Robert Sinnamon" <sip:[email protected]:5060>) to T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]
29-Jan-2014 12:34:06.377 [CM503004]: Call(C:14070): Route 1: from L:14070.1[Extn] to T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]

The number doing the transfer shows the following in its log:

29-Jan-2014 12:34:09.832 Leg L:14069.2[Extn] is terminated: Cause: BYE from 10.8.0.87:5060
29-Jan-2014 12:34:09.518 Leg L:14070.1[Extn] is terminated: Cause: BYE from PBX
29-Jan-2014 12:34:06.424 [CM503025]: Call(C:14070): Calling T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone] for L:14070.1[Extn]
29-Jan-2014 12:34:06.377 [CM503027]: Call(C:14070): From: Extn:2000 ("Robert Sinnamon" <sip:[email protected]:5060>) to T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]
29-Jan-2014 12:34:06.377 [CM503004]: Call(C:14070): Route 1: from L:14070.1[Extn] to T:Extn:2242@[Dev:sip:[email protected]:5060;user=phone]
29-Jan-2014 12:34:06.376 [CM503001]: Call(C:14070): Incoming call from Extn:2000 to <sip:[email protected]:5060>
29-Jan-2014 12:33:59.701 [CM503007]: Call(C:14069): Extn:2000 has joined, contact <sip:[email protected]:5060>
29-Jan-2014 12:33:59.697 L:14069.2[Extn] has joined to L:14069.1[Extn]
29-Jan-2014 12:33:52.876 [CM503025]: Call(C:14069): Calling T:Extn:2000@[Dev:sip:[email protected]:5060;user=phone] for L:14069.1[Extn]
29-Jan-2014 12:33:52.830 [CM503027]: Call(C:14069): From: Extn:2245 ("Brian Mullin" <sip:[email protected]:5060>) to T:Extn:2000@[Dev:sip:[email protected]:5060;user=phone]
29-Jan-2014 12:33:52.830 [CM503004]: Call(C:14069): Route 1: from L:14069.1[Extn] to T:Extn:2000@[Dev:sip:[email protected]:5060;user=phone]

The number making the call has the following log:

29-Jan-2014 12:34:09.835 Leg L:14069.1[Extn] is terminated: Cause: BYE from PBX
29-Jan-2014 12:33:59.701 [CM503007]: Call(C:14069): Extn:2245 has joined, contact <sip:[email protected]:5060>
29-Jan-2014 12:33:59.697 L:14069.2[Extn] has joined to L:14069.1[Extn]
29-Jan-2014 12:33:52.876 [CM503025]: Call(C:14069): Calling T:Extn:2000@[Dev:sip:[email protected]:5060;user=phone] for L:14069.1[Extn]
29-Jan-2014 12:33:52.830 [CM503027]: Call(C:14069): From: Extn:2245 ("Brian Mullin" <sip:[email protected]:5060>) to T:Extn:2000@[Dev:sip:[email protected]:5060;user=phone]
29-Jan-2014 12:33:52.830 [CM503004]: Call(C:14069): Route 1: from L:14069.1[Extn] to T:Extn:2000@[Dev:sip:[email protected]:5060;user=phone]
29-Jan-2014 12:33:52.829 [CM503001]: Call(C:14069): Incoming call from Extn:2245 to <sip:[email protected]:5060>

What is the "487 Request Terminated/INVITE"?