Connection for pickup not found

[ETSJPM]

Hello,

I am running into an odd issue affecting a single user when using the PWA, web client, desktop app, or mobile app. When they attempt to answer a call either in a queue or directly to their extension they receive the error "Connection for pickup not found" Searching for this issue did not give me much to work with.

• 3CX Version - Pro Annual 18.0 (Build 312)
• Server OS - Ubuntu
• Is the 3CX Server Hosted and where? - Azure
• IP Phone Make/Model/Firmware version - PWA/web client/desktop app/mobile app
• Provisioning Method: N/A
• Trunk Provider or VoIP Gateway Make/Model, Wavix
• Has the Firewall Checker passed: Yes
• Are custom Phone Templates being used: - N/A

I have tried the following

• Deleted and recreated the extension using the same extension number. Same issue
• I confirmed the affected employee is only clicking once on the answer button. I saw this listed as possible cause in another thread, but have ruled it out
• Deleted and created the user under a different extension number. Same issue
• Logged into the newly created 3CX account on a different computer in a different office with a different public IP address. Same issue
• Created a test extension on my own system to rule out a larger issue. I had no issues answering calls

I looked though the logs for the new extension and found the following entry every time the extension failed to pick up a call. I found the same error for the old extension as well.

L:XXXXX.xx[Extn:yyyy] is being terminated, pickup is not possible

I searched for this error message and only found to check if the option for "Limit Call Pickup to calls received in their extension group" is checked off. That option is not checked off.

I am stumped on this one. We are a 24x7 operation so I can't justify restarting the phone system for an issue affecting a single user.

 

[SteveITS]

See this thread: https://www.3cx.com/community/threads/connection-for-pickup-is-not-found.88593/