Extension getting mute

[dbarna]

Hello All,

1. 3CX receives an external call from customer
2. The receptionist answers the call normally and talk to the customer
3. The receptionist transfer the call to an employee extension
4. The employee using the extension listens the customer who called in
5. however, the customer (external caller) can not listen to the employee.

When this happens, the on-hold music does not work anymore, even for internal calls.

Does someone know what I should do to work around this? Please, help.

Thanks,
Daniel

 

[davidbenwell]

Hi, could you post a copy of the logs for when this happend. So we can have a better understanding as to whats going on?

 

[dbarna]

Hello Dave,

Please, find attached the log for the situation I described before.

Many thanks,
db

 

[RichardCrabb1]

I hope you don't mind me commenting that according to the log, Eyebeam does not support "replaces header". Please make sure that under "other" on extensions settings that PBX delivers audio is ticked, Supports re-invite is unticked and replaces header is unticked. Then re-test and check to see whether the same behaviour happens. This takes it down to a basic level of function when it comes to transfers.

If it then works, check whether eyebeam has a client that supports replaces header. The 3CX soft phone certainly does. An alternative to the above is to retest using the 3CX softphone.

Kind regards
Richard

 

[dbarna]

It worked very very well!!! Thank you so much.

Please, forgive my lack of knowledge, however, is it very bad to use the configuration you recommended for Eyebeam? ie, what is the negative aspect of using a softphone without "replace header" feature?

Thanks again,
Daniel