Solved Caller on hold, unable to get back to caller

[JKrri]

We are having a minor bug where when we place a caller on hold, and switch to another line, we can't seem to take the original caller off of hold when we go back to the original caller.
All the buttons are greyed out on the Windows client. This is happening with version 15 and 16. Is there some setting we need to adjust in the server? its happening to every softphone user.
Physical phones on the desks are not affected by this.

server version is 15.5.15502.6

 

[JohnS_3CX]

Hi,

Can you describe the procedure you use very accurately and step by step?

 

[JKrri]

i'm not sure how much more detail I can provide... but here goes:

1. call arrives
2. answer call
3. talk to caller
4. 2nd call arrives
5. place caller on hold using the Hold button
6. answer line 2 by clicking the line 2 button
7. talk to 2nd caller
8. end call with 2nd caller
9. click Line 1 button to return to 1st caller
10. nothing happens, there are no active buttons I can use to get back to the 1st caller with the exception of Record and End Call

This is what my softphone looks like after I've come back to line 1 after placing that caller on hold.
(note: I omitted the top half to hide my cell number)

 

[JohnS_3CX]

Thanks that is very clear, can you also tell me the version of your windows client?

Also please try to skip step 5. in your procedure and tell me if you notice any difference (so don't press hold, just click Line 2 and answer it). I want to see if you can then return to the original call correctly.

 

[JKrri]

I wrote the windows client versions in my first post - 15 and 16 exhibiting the same behavior
also, the same occurs when simply pressing line 2 (instead of pressing Hold first).

 

[JohnS_3CX]

Ok, and can this be replicated for internal calls or is it external calls only?

Set logging to Verbose and see if anything shows up, otherwise a capture will be in order so you can see what happened to call A during the conversation with call B

It would be a good idea to check this on another PC and another account to see if the issue is isolated on a specific machine or extension

 

[JKrri]

issue exists on external calls only (the more important ones of course) …

we just tried this on an internal call and the Hold button switches to a Resume button (I assume this is the expected behavior for all calls). The caller hears the hold music and I am able to take the caller off of hold and resume the call. I was able to do this by clicking Hold to go to Line 2, and by clicking Line 2 (without pressing Hold) to get the internal caller on hold. In both cases i could get back to the line 1.
Everything seems to be working correctly for internal calls.

 

[JohnS_3CX]

In your trunk settings->options, does your trunk have "Supports Re-Invite & Support Replaces" enabled?

 

[JKrri]

Support Re-Invite: yes
Support Replaces: No

NOTE: If I neglected to mention this, I apologize, but we have both SIP softphones in use and physical IPPhones on our employee's desks... the physical phones are not having this issue at all.

 

[JohnS_3CX]

Ok, try disabling Supports Re-invite and try a new call to see if that corrects the issue

 

[JKrri]

okay .. that seems to have taken care of it.
Thanks! I appreciate the help - it's quite possible I never would have figured this out on my own.

 

[JohnS_3CX]

You're welcome, I'm glad that was resolved!