Extension showing as "callout state" for around an hour after taking a call

[DeanKellham]

Hi,

We're seeing one extension using a T29G which appears on all other users BLF as "callout state" immediately after taking a call which lasts for up to an hour. During this time the extension will not ring as part of their Ring Group and is effectively treated as busy. This is only affecting one extension. Any idea why this would be. Please see attached.

Kind regards,
Dean

 

[JohnS_3CX]

Hi Dean,

It might indeed be busy, and what you see above is the side-effect.

Start by looking at what endpoints the user has (how many client apps or devices they are using)

Once you know that, eliminate them one by one by shutting them down / disconnecting them and then receiving a call to see if you can still replicate this.

Once you narrow this down to a single endpoint / client, you then have to look at logs / captures to see what it is actually doing.

You need to look at things such as:

- does it truly end the call?
- does it forward or fork the call somewhere?
- if it ends the call, does the PBX receive the "BYE" signal?

That sort thing..

 

[DeanKellham]

Hi John,

Thank you for your response.

I can confirm that there are no other clients in play; this is the only endpoint.

Where might I find the relevant logs for to see what's happening with these calls? Would these be taken from the Yealink phone itself, or would I be looking to 3CX?

Kind regards,
Dean

 

[JohnS_3CX]

You can first look at the actual endpoint and see if it actually is still in a call ( is it also a T29?)

Then you can look at the Number of Calls in use (click on it)


Confirm that there is an active call still.

If the phone shows that there is no call on screen, but the above shows otherwise, then it appears that the phone has not ended the call actually or it has but the PBX has not received the signal.

In that case, you can run packet captures from both sides and see if you can catch the SIP signals that prove this.

 

[DeanKellham]

Hi John,

I have been speaking with the affected user and can confirm that the issue is occurring with no active call being listed in the 3CX dashboard.

Kind regards,
Dean

 

[JohnS_3CX]

Then in this case, the PBX considers that the line is busy. I think you will now have to look at 3CX logs to find out what happened.

What if instead of calling the ring group, you call the extension directly?