Calls placed on Hold re-enter the queue and call all users

[Rebekkah]

Hi,

We have a client we recently set up in 3CX. They have been using 3CX for a while with another company and SIP provided. They are using Yealink T46G phones and are having issues when putting calls on hold. When calls are placed on hold via the Yealink phones, the calls stay on hold for only a few seconds and then the music cuts out, the call returns to the queue and starts calling all users again. We use the same SIP provided for other clients with no issues but only Yealink T46G phones with this client. Is this likely to be an issue with the model of phone as it is classified as end of life? All other 3CX settings match our other clients set up which work's fine with Grandstream phones. However, they never had these issues with their old IT company and SIP provider with the same models.

 

[VasilisV_3CX]

Hi @Rebekkah,

To test this, I suggest creating 2 new extensions, a new queue and factory resetting one Yealink T46G and a different phone (if you have one), make sure not to use anything other than standard supported methods (no custom templates). Add the two extensions to the new queue and test putting them on hold, without having edited anything on the queue or extensions themselves. Without using CTI mode, does the issue persist?

Also please include some details when responding: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Another consideration is that if you're running the phones in STUN, and they're not properly configured this may also cause issues.