Cant Call Extension When On Incoming Call From Sip Trunk

[alotech]

Hi,

Please can you offer advice. We have a hosted 3cx switchboard with 2 X Yealink T21 1 X W52P and 4 cell phones using the 3cx app. Everything works fine, the only issue we have is when someone calls in using the incoming sip trunk, we cant transfer it to another extension (any of them). So they call in, answers fine but when you put them on hold and call the extension, the extension call doesn't go through/drops. If we call from extension to extension and then transfer to extension, it then works.

So the issue seems to be happen only with incoming calls. I have checked that accept multiple calls is checked, PBX delivers Audio is checked. Does anyone have any idea of what the issue could be?

 

[AWS2P]

Hi,
have you got a look in logs to see if some messages can help to understand what happens?
Go in MC, click on activity log, if you want yuo can purge the log and do a new call from sip trunk and see messages.

 

[alotech]

Thank you. I have copied the full log to a text document. Can I post it here for you to see?

 

[JohnS_3CX]

Hi @alotech

while that call is going on, can other extensions call each other independently?

What type of license and PBX version do you currently have, and which trunk provider are you using?

 

[JohnS_3CX]

Thank you. I have copied the full log to a text document. Can I post it here for you to see?

please avoid posting anything that contains your FQDN, public IPs and phone numbers or personal data

 

[leejor]

So they call in, answers fine but when you put them on hold and call the extension, the extension call doesn't go through/drops.

What does "put them on hold" mean ? Do you mean you are activating a transfer (attended, or non-attended, and the caller is placed on hold by the system, or are you using a hold key, on the set, then calling an extension, then attempting a transfer

 

[alotech]

Hi,

Please see the attached log. It is when we do an attended transfer, so basically calling the other phone before we put it through.

 

[leejor]

There is a lot of information in that post. I see Bridge mentioned and SBC, along with makecall. Too much to try to weed out quickly in regards to the specific call you are trying to transfer. Which extension number gets the original call, and which extension they trying to transfer to?
If an extension calls in (not a trunk call) and you do an attended transfer, does that work to all of the other extensions? Are the sets local to the PBX, or behind an SBC? Are you doing the transfer with a key on the set? Are the phones running the App, on the same network (on the SBC?), or outside the office?
Did this just start (upgrade?), or has it never worked?