Call waiting : ring / hold music during conversation

[gsc-unixux]

All knowing All,

When a call comes in during another call, the original party sometimes but not always hears ringing or hold music concurrent with the conversation. Has anyone seen similar behavior ? Any ideas how to get rid of it ?

Thank you !

 

[VasilisV_3CX]

Hi @gsc-unixux,

Can you provide more information? Is this extension apart of a queue / ring group? Is the call that happens local (extension to extension) or external?

 

[gsc-unixux]

The extension is indeed a part of a ring group, and it happens both on outside and inside calls. There is a concurrent issue with Ring Group not ringing the group but just one random person on the group while everyone else gets an instant "missed call" without any ringing.
Interestingly, the latter symptoms only happen with Fanvil and Akuvox hardware but not 3cx softphone.

 

[Saqqara]

As above please provide info on your setup https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[gsc-unixux]

As above please provide info on your setup https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Saqqara,

This is 3cx running on Windows 10.0.19042.1165 in-house, all within same network. Phones are on the same subnet as the PBX. Provisioning is local. Phones used are Fanvil X7, X6 and X6U and Fanvil i10v intercoms. Two Akuvox R20A intercoms are used as well.
3CX version is recent - how do I get the minor version / update from the dashboard though ?

 

[VasilisV_3CX]

Hi @gsc-unixux,

Can you provide additional information?

1. The PBX version: Log in to your Management Console, on the Dashboard, check the Information section. Look for the version number, as shown in the picture below.
   
2. Are the Fanvil i10vs and the Akuvox R20A apart of the ring group that has this issue?
3. If so, can you provide me with the call flow in your own words? e.g Call is placed from X which reaches Ring Group Y, device Z answers and...

 

[gsc-unixux]

Here is the "License" table snippet. Assuming it refers to the product installed as much as licensed, correct ?

Product	Standard Annual
Version Number	16.0.9

I'm unable to screenshot without a cumbersome back and forth but here is what happens :

There is a ring group (806 - made up of 101, 102, 103 and 104) responsible for picking up all intercom calls amongst other things. Intercom (say #301) calls this group - entire group is supposed to ring and one user should be able to pick up. Instead of that, only one or two phones (say 102 and 103) are ringing properly and rest of the group (101, 104) just shows a missing call.

Now lets say 102 is already in a call when this new call comes in . When 102 answers the newly incoming call from intercom 303, he can hear both 303 and hold music or ringing tone SIMULTANEOUSLY (yea i spelled that !). When he returns to his original call the music lingers.

Fanvil i10v and Akuvox R20A are NOT part of the ring group. They are only originating calls here.

 

[NickD_3CX]

This is a long shot, but would you happen to have "Enable Preview" option enabled on in the Fanvil IP Phones that are in the Ring Group?

This is found in the Phone interface, under Line --> SIP --> Advanced Settings.

Regardless of the above, one more question, when the Intercom rings the RG, to the receiving IP Phones show a video preview while they are ringing and before you answer?

 

[gsc-unixux]

This is a long shot, but would you happen to have "Enable Preview" option enabled on in the Fanvil IP Phones that are in the Ring Group?
View attachment 23939
This is found in the Phone interface, under Line --> SIP --> Advanced Settings.

Regardless of the above, one more question, when the Intercom rings the RG, to the receiving IP Phones show a video preview while they are ringing and before you answer?

As a matter of fact, they do have Enable Preview on phones that need to answer Intercom calls - since thats the only way to see the visitor before accepting call

 

[NickD_3CX]

Well, for future reference, you should start be mentioning what custom settings you have done to the phones, you'll find it gets you a solution much faster....

Back to your issue.
"Enable Preview" effectively auto-answers the call, even though the intercom still plays the "ringing" sound.
This means that the reason not all your phones are ringing, because only the fastest ones get the call.
Technically, only 1 of the phones should ever auto-answer, but as you have 4 device racing to answer the call, the PBX probably negotiates the same call with 2 extensions and they are trying to answer on the exact same tenth of a second (if I had to guess).

Solution:
You can't have "Enable Preview" on a phone that is in a Ring Group.