Extensions getting "stuck" in Shared Parks

[AltecSolutionsGroup]

We are having an issue where our reception phone (and a couple others) have "accept multiple calls" enabled.

If you pickup a call, park it, pick it up, and park it, the extension gets "stuck" into the Shared Park. The phone will pick up the call properly, but the extensions call to the Shared Park will not be released "locking" the Shared Park until you call it again (just get hold music) and hang up. This happens multiple times a day.

It is hosted on AWS, the 3CX version, SBC version, firmware version of the phone, and template version are all the latest.

Additional details:

1. Some others experiencing the same issue reported it here: https://www.3cx.com/community/threads/stuck-on-shared-park-after-picking-up-twice.86516/ but the thread is locked with no update other than "it is under investigation" in almost 5 months.

2. This issue did not exist when the PBX was on premise. It seems to be only a combination of the SBC and "accept multiple calls" that is affected.

3. I had opened a support ticket, send them detailed info, support captures, etc. I gave up pursuing that because the support team couldn't comprehend that an extension was stuck in a Shared Park without a call with an external phone number associated with it.

This is becoming a serious issue on a relatively large PBX install. Has anyone had luck resolving this?

 

[dmat1175]

We have been dealing with the same thing since the upgrade to version 18 last year. In our case, it happened only when picking up calls from the desk phones (we don't use the web client). We have a mix of Yealink T53W's, T54W's, and a few T58A's. That said, the recent firmware upgrade on the T53W's and T54W's to version 96.86.0.72 seems to have mostly gotten rid of the problem. 3CX published this update late last week. I think I have had only 2 calls stick so far this week and both were on the T58A's which have not received a new firmware update as of yet. Before the update, it was always multiple calls per day.

In our case, hosted on Azure, behind 2 SBCs, with about 125 phones at our site.

One thing before the firmware update that did help a little was limiting how many phones had access to each Shared Parking spot via the BLFs. I noticed it only happened on shared parking spaces that were on every phone, so I restricted some of the parking spots to just a few phones. That helped some but obviously was just a workaround.

Hopefully that helps, but I know people also had it happen from the web client as well. I tired to find the release notes for the new Yealink firmware, but no luck on their site. I'm not sure if it was a bug fix with those devices for our case.

 

[JohnS_3CX]

Hi @dmat1175

The recent T5 series firmware update we released addresses issues with shared parking.

Glad to hear you did not face any issues with the parking since the update.

There are also updates for the T4xU series, and later probably for the T4xS series.

I'm not sure about the T58A though because I think those have entered EOL status and might not be getting updates from Yealink..

 

[dmat1175]

Thanks @JohnS_3CX

I reached out to Yealink support to see about a possible update to the T58A.

 

[AltecSolutionsGroup]

Thanks guys, I'm going to have the T54S swapped out for aT54W with the new firmware to see if it resolved the issue.

 

[AltecSolutionsGroup]

Update: We swapped the phone out, and upgraded all the phones to the latest .72 firmware, but the issue persists.