Solved Calling Extension Calls Itself Regardless of Destination Extension

[MontEnt]

We recently upgraded from V16 to 18.0 (Build 307) on Windows. When using the web client (or desktop client) most users can call other extensions without any issue, however, there are at least two users that have the same calling issues with the V18 clients.

When the user makes a call to another extension, their own extension rings instead of the target extension. The caller ID says "MakeCall" and they receive a missed call e-mail with their extention # and name like:

You missed a call:

From: MakeCall To: "###" - "xxx "xxxx"
Received: "Friday, February 25, 2022 10:24:48 AM"
Ringing: "00:20"

This seems like a bug in the clients as the same user's IP Phones can call other extensions without this issue. This was not an issue before the upgrade and no configuration has been changed, are there some new settings in V18 I should look at in the 3CX management console?

 

[ChrisC_3CX]

Just to clarify, is this only affecting some users but for every call?

Could you please check a webclient of an affected user and check what is selected here:


Also could you provide the following info:
• Where is this 3CX PBX Hosted? (Hosting Provider, On-Prem, 3CX Hosted, etc)
• How are the affected IP Phones provisioned and where are they situated (Local-Same LAN as PBX, SBC-remote, STUN-remote)
• What exact IP Phones are having the issue and what firmware version are they running?
• Are you using the 3CX Default templates to provision these IP Phones?

Note: You might want to consider upgrading the PBX to the latest version which is v18.0.3.450 when you get the chance. I recommend performing the upgrade during a time the PBX is not used as it will temporarily be rendered non-operational.

 

[MontEnt]

Yes, brilliant! The IP Phones did not have an issue, however, the web client and desktop apps for these two users did have their IP Phones selected as the default. Switching this option to web/desktop client fixed the issue.

Thanks!

 

[ChrisC_3CX]

You're very welcome!

Glad I could help, do let us know if anything else comes up!