Solved Cannot dial out from line 2 while line 1 is on hold

[RobReeves]

Apologies if this has been posted previously, I cannot seem to find any answer so far.

We have a client who takes an incoming call, places that call on hold, tried to switch to line 2 in order to dial out, but it just switches straight back to line 1 again.
Only recently started happening, they are using Fanvil X3S handsets, 3CX pro licence.

 

[leejor]

Is the line 2 key, the same extension number as key 1? How is the call being put on hold, using a 3CX feature, or a set feature?

 

[RobReeves]

Hi Leejor,
Line 2 is indeed the same extension number as 1.
The Hold, I believe is a set feature.

Sorry, our advanced guy set the system up but left us a month ago, so I've been dropped in at the deep end.

 

[leejor]

If the hold is a set feature, then given line 2 is the same extension, the set may assume, when you press key 2, that you wish to connect to the caller, on the same extension number, that you put on hold, on key 1. Not certain if there is a set option, that can be enabled, that prevents this from happening. In some cases, using a set hold button can cause undesired issues.

Have a look at page 53...SCA and Private hold, might be a place to start.
https://www.fanvil.com/Uploads/Temp/download/20191029/5db7a4449c50a.pdf

 

[YiannisH_3CX]

Hi @RobReeves

What PBX version are you running and what firmware are the phones running? Also how are the phones provisioned to the PBX and are you using the default templates?

 

[RobReeves]

Hi Leejor, Thanks, I'll give that a go shortly.

@YiannisH_3CX I updated the phone firmware to 2.10.1.6836, and the 3cx system to 16.0.5.389 last night, but that's not resolved anything. I believe they are using the default templates, connecting to the SBC, then over to an OVH server.

 

[RobReeves]

Update: I looked at the phone itself as suggested by Leejor, didn't look like it had fully loaded, there were elements missing, links not loading, so had the customer reboot the POE switch and test, it's working now. Firmware update and reboot. Lesson learned.

 

[YiannisH_3CX]

Glad to see the issue has been resolved