Calls/Intercom from Windows client ring first BLF key on SNOM phone

[Chris A]

I am running into an odd issue and need some further clarification as to why.

I am trying to use the Windows client (call control set to IP Phone) to initiate a call to another extension, I do so by right clicking and selecting call. What happens is my SNOM D785 rings, but it doesn't call the extension I chose. Instead it calls the first BLF key I set on my SNOM phone which is speed dial to an external number. It makes no sense.

I send this along with packet captures & support info to 3CX support and they say this:

Please note that this is a limitation of the Snom ip phones and the first key must be assigned as a line key.

What if I don't want the line key set as a BLF? Doesn't make sense why that is required. Is it a bug? By design? A better way of doing this?

 

[Evolute IT]

Please note that this is a limitation of the Snom ip phones and the first key must be assigned as a line key.

What if I don't want the line key set as a BLF? Doesn't make sense why that is required. Is it a bug? By design? A better way of doing this?

You'll have no choice but the follow 3CX instructions if you want to get support. It requires a line key to work, so put one. This is a limitation of that device, not 3CX.

 

[Chris A]

O I am well aware of the reach of 3CX's support, it doesn't go past my elbow haha!

 

[Evolute IT]

O I am well aware of the reach of 3CX's support, it doesn't go past my elbow haha!

With support for over 50 devices, +100 SIP providers and many FXO/FXS gateways, they have to put fences around what they support. I get that.

In this case, it's more of a Snom issue than 3CX.

 

[Chris A]

With support for over 50 devices, +100 SIP providers and many FXO/FXS gateways, they have to put fences around what they support. I get that.

In this case, it's more of a Snom issue than 3CX.

Do you have more details on this? Other models don't have this issue? I would like to take it back to SNOM is why I ask.

Thanks!

 

[Evolute IT]

Do you have more details on this? Other models don't have this issue? I would like to take it back to SNOM is why I ask.

Thanks!

I do not. I have a D785 and it doesn't have that requirement.

For example, Grandstream's phones have 2 line keys, hardcoded in the template. If you remove them, you can get issues with the phone.

You can open a ticket with Snom and you'll see what they say.

@JohnS_3CX will be able to confirm that it's not a 3CX problem.

 

[JohnS_3CX]

I'm confirming this is not a 3CX problem.

 

[Chris A]

I would love to know why it isn't a 3CX problem. Could you explain more?

 

[Evolute IT]

I would love to know why it isn't a 3CX problem. Could you explain more?

Because it is a limitation of the phone firmware and hardware design.

 

[Chris A]

I get it that it is a limitation, how so is what I am asking?

 

[Evolute IT]

I get it that it is a limitation, how so is what I am asking?

You would need to ask Snom for this my friend.

 

[Chris A]

Kind of hard to go to SNOM without any evidence as to why this is their problem and not a 3CX problem. Just looks like finger pointing to me with no details to back that up.

 

[Evolute IT]

Kind of hard to go to SNOM without any evidence as to why this is their problem and not a 3CX problem. Just looks like finger pointing to me with no details to back that up.

Why is that? You come at 3CX blaming them without hesitation. You can do the same with Snom.

3CX doesn't decide how the phones work. They just have templates for them based on the manufacturer recommendations and best practices.

 

[Chris A]

I am guessing you are just here to bump up your messages count Let's keep this thread to relevant information, thanks!

 

[JohnS_3CX]

When the Snom phone is used in CTI mode, it receives the commands from your 3CX Windows client, and it uses the first line to execute the command.

If by any chance that first BLF is not a line key, it will still use it to try and make the call (causing the issue you noticed)

Grandstream (for example) has no issue with this, since they require Line Keys by default (and covers for all scenarios). Snom does not require line keys (allowing you flexibility outside of CTI) but this changes if you want to use CTI. This is the only way it could be implemented so if CTI is important to you, assign a Line key

 

[Chris A]

When the Snom phone is used in CTI mode, it receives the commands from your 3CX Windows client, and it uses the first line to execute the command.

If by any chance that first BLF is not a line key, it will still use it to try and make the call (causing the issue you noticed)

Grandstream (for example) has no issue with this, since they require Line Keys by default (and covers for all scenarios). Snom does not require line keys (allowing you flexibility outside of CTI) but this changes if you want to use CTI. This is the only way it could be implemented so if CTI is important to you, assign a Line key

Awesome thank you for the details John, that is exactly what I was looking for. Seriously thank you!

 

[Jannik]

Awesome, we got the issue with Hotdesking Phones Snom D385 first BLF Key is Logout, and this is not changeable. Any Idea how to fix this without a custom XML?

 

[Evolute IT]

Awesome, we got the issue with Hotdesking Phones Snom D385 first BLF Key is Logout, and this is not changeable. Any Idea how to fix this without a custom XML?

You can't. Custom templates don't work with Hotdesking.

The reason it's there is to make logout easy if you have dozens of BLFs.