Decline Popup on Windows 10 disconnects active call

[tim942]

Good afternoon all,

I could not find a thread for this bug and I thought I should start one. We have rolled out Windows 10, and for the most part 3CX is behaving pretty well. The major issue we have is that if we are on an active call, and another call comes in, pressing decline on the notification pop-up disconnects the current call in CTI mode. The 3CX application has to be closed with just the taskbar icon running, otherwise the 3CX application in CTI mode does not react to the second call.

We are using 3CX v14 SP3 (issue was first noticed in SP2)
Desktops have Windows 10 1511 (build 10586)
Deskphones are Yealink T48G 35.80.0.70
We have the ext able accept more than one call (use phone status)

 

[complex1]

Hi,

Please disable the option “I want to be able to accept more than one call at the same time” and try again.

 

[tim942]

Hi,

Please disable the option “I want to be able to accept more than one call at the same time” and try again.

Of course that fixes the symptom, but it is just a workaround. I'm looking at the phone logs and the 3CX application is sending an "Action(key=CALLEND)" to the phone when I hit the "DECLINE" button whether I am in a call or not. However, pressing "DIVERT TO VOICEMAIL" does not trigger this and the active call continues as expected. The 3CX application seems to be quite capable of handling multiple incoming calls in softphone mode as evident by the multiple Line keys, so why would CTI be that much different? Is it possible that "Action(key=REJECT)" could be used instead, or just if an active call exists?

EDIT:I submitted an idea at http://www.3cx.com/forums/allow-intelligent-call-control-via-win10-popup-44252.html

 

[NickD_3CX]

Unfortunately in the current implementation CTI mode is not meant to work with multiple calls to an extension, this is also stated in the official manual:
http://www.3cx.com/docs/3cxphone-deployment-administration/#h.yf3akapipoxr

To use CTI Mode, you should make sure that in your “Extensions” node “Extension settings” > “Forwarding rules” > “Available” tab, the option “I want to be able to accept more than one call at the same time” is not enabled.

 

[tim942]

Unfortunately in the current implementation CTI mode is not meant to work with multiple calls to an extension...

I have been digging deeper, and yeah, it is actually sending the Reject CTI command for the Decline/Dropcall operations. It looks like its more the Yealink phone that is interpreting the command as EndCall instead of Reject. I have not been able to find much documentation on how CTI is implemented on the phone or what capabilities it can do.