Custom Speed Dial - Invalid Extension Issue

[redbudindustries]

Our company just upgraded to 3cx Version 16. We really like that users can edit their own BLF Settings now from the web client. We are having a problem with the "Custom Speed Dial" options. When we set up a custom speed dial in the web interface it shows up correctly, after phone re-provision, but when you use it to place a call it does an odd thing. Iv'e been using my cell phone to troubleshoot the issue.
When I use a custom speed dial on my desk phone to call my Cell the call goes through and my cell will ring. When I answer on the cell phone I am immediately put on hold, and also immediately the the desk phone makes 4 additional dial noises but no additional numbers show on the screen. There is a pause and then the desk phone will say "I am sorry that is not a valid extension please try again", and while that message is played the cell phone plays the hold music. After another brief pause the call resumes on both phones and works completely normal.

Tried the following dial patterns With 1, +1, area code, no area code, dashes, no dashes.Tried re-provisioning and rebooting the desk phone. Tried removing and adding the custom speed dial back in. Tried adding custom speed dial through phone interface. and nothing changes.

Anyone else have this issue or have any ideas on how to fix it?

Thanks

 

[craigreilly]

Have you tried using the webclient as the audio instead of involving the desk phone?

 

[StefanW]

may I ask which phone do you use (vendor, modle, firmware, default updated v16 template?)

 

[redbudindustries]

may I ask which phone do you use (vendor, modle, firmware, default updated v16 template?)

Certainly. Desk phone is a Yealink T46S. We updated to the latest firmware, 66.84.0.35, when we upgraded the 3CX to Version 16. We have been using these phones with 3CX for over a year with minimal issues. I'm sorry, I'm not sure exactly what you mean by "default updated v16 template", but the only thing we change on the phones is the default ring option to a different preset and display logo to be our company logo.

 

[redbudindustries]

Have you tried using the webclient as the audio instead of involving the desk phone?

Good thought. I tried this with a fresh install of the windows phone client and the issue does not occur. I also tried a Polycom vvx600 we had laying around and the problem did not occur on it either.

 

[redbudindustries]

!!Update!!
I removed the extension assignment, factory reset the phone, re-provisioned the phone and the issue was fixed. While this is an answer, I don't consider it a good answer because its not efficient to factory reset every phone in the building to make sure the Speed dial is working.
Any thought on how we can fix this without a factory reset?

 

[YiannisH_3CX]

V16 comes with new phone templates and a new firmware. When upgrading you need to make sure that your phone is e-provisioned using the new default template. If you are custom templates, these are not upgraded automatically and you need to create a new custom template based on the new default template to avoid compatibility issues.