Cannot transfer to mobile

[pitrickzul]

Hello,

We have a system in place that currently cannot transfer a call to an extension with a redirect to mobile device. We tried going through a dummy extension. It doesn't work for any extensions. The outbound rule is there, everything used to work fine. I compared the activity log for 2 identical type of calls on this system and on another system that works and the only thing weird i see in the activity log is this:

10/14/2020 10:06:31 AM - C:67<-1evice is supported by direct call control procedures. Call will be terminated from Call Manager side

If we call the extension directly, it works. It only fails when we are transferred to that extension.

Does anyone have any ideas?

3CX version: 16.0.6.655

 

[Evolute IT]

Hello,

We have a system in place that currently cannot transfer a call to an extension with a redirect to mobile device. We tried going through a dummy extension. It doesn't work for any extensions. The outbound rule is there, everything used to work fine. I compared the activity log for 2 identical type of calls on this system and on another system that works and the only thing weird i see in the activity log is this:

10/14/2020 10:06:31 AM - C:67<-1evice is supported by direct call control procedures. Call will be terminated from Call Manager side

If we call the extension directly, it works. It only fails when we are transferred to that extension.

Does anyone have any ideas?

3CX version: 16.0.6.655

Show us the forwarding config.

 

[pitrickzul]

Really nothing fancy, the extention is set to Available.

 

[Evolute IT]

Go to Dashboard > Activity Log > Settings, put the logging to Verbose, save and restart services.

Then, run a test call and check the Activity Log for the call flow. It might say why it did that. Never seen that error before.

 

[pitrickzul]

I did that already, that's where i got

10/14/2020 10:06:31 AM - C:67<-1evice is supported by direct call control procedures. Call will be terminated from Call Manager side

it's the only difference i noticed when comparing to another system for the same action.

New info: the phone is a Grandstream GXP2170, when we unplug the phone, the call is transferred correctly to the mobile device. Is there a setting somewhere in grandstream phones that can override the normal behavior? the phone is using the default template.

 

[Evolute IT]

I did that already, that's where i got

10/14/2020 10:06:31 AM - C:67<-1evice is supported by direct call control procedures. Call will be terminated from Call Manager side

it's the only difference i noticed when comparing to another system for the same action.

New info: the phone is a Grandstream GXP2170, when we unplug the phone, the call is transferred correctly to the mobile device. Is there a setting somewhere in grandstream phones that can override the normal behavior? the phone is using the default template.

Yes, if someone enabled call forwarding on the phone, that would cause issues as 3CX uses statuses and not SIP response codes.

A factory reset and reprovision of the phone should erase that.

 

[AWS2P]

What a sweet romance those grandstream phones