Solved Calls disconnecting during dial when second phone call comes in

[american10]

Hello. I have a relatively new office install and they're saying that this is happening.

1. User is dialing a new call and it is ringing.
2. While the first call is ringing, a new external call comes in.
3. When 1 and 2 happen, the first call hangs up for the user, but the call continues. The person they were calling get connected, but they hear nothing because the user that dialed was disconnected when the second external call came in.

The user isn't accepting/swapping to the second call.

What's going on here?

 

[ChrisC_3CX]

To allow us to get a better understanding of your setup, could you please first provide the information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[american10]

To allow us to get a better understanding of your setup, could you please first provide the information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

• 3CX Version, Standard v18
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? AWS hosted
• IP Phone Make/Model/Firmware version, Fanvil x6u most recent firmware
• Provisioning Method: SBC
• Trunk Provider or VoIP Gateway Make/Model, Flowroute
• Has the Firewall Checker passed: Yes
• Are custom Phone Templates being used: No

 

[american10]

To make my issue more concise, when a phone call is made and is ringing and another external call comes in, the outbound ringing call gets disconnected. The person we were calling still answers, but they hear nothing.

 

[ChrisC_3CX]

To make my issue more concise, when a phone call is made and is ringing and another external call comes in, the outbound ringing call gets disconnected. The person we were calling still answers, but they hear nothing.

I'll PM you for more information on the matter.

 

[ChrisC_3CX]

@american

It seems this behavior is actually expected on certain fanvil devices and is therefore not considered a bug. They will drop a call that is in the "ringing" state if a second call is received during that time.

You can try the below setting in the affected devices web UI to change this behavior:

Phone Settings >> Features >> Basic Settings >> Ring Priority --> Normal

In the meantime we will contact the manufacturer to see if this can be improved in the future, so that the default behavior is to NOT drop the outbound call.

 

[american10]

Thank you! I will be back to test next week. That default behavior doesn't make any sense. I wonder why they made that decision.

 

[MarkNAS]

Is there an xml knob to twiddle if we want to use a custom template to turn this to normal?

 

[MarkNAS]

Is there an xml knob to twiddle if we want to use a custom template to turn this to normal?

I'm not having any luck finding a fanvil reference for their config files (do you need a developer agreement with them to get access to all XML tag names?). But I found fusionpbx repo has the following XML tag defined in their template that looks like it might be it, I'll give it a go on a test phone (usual caveats about unsupported, reset phones etc etc):

<RingPriority>0</RingPriority>

I'm assuming this will probably be updated in the 3CX template soon.

 

[JohnS_3CX]

This should now be resolved, a new template update will appear today.