Fanvil phone - Problem dialing someone's extensions

[dpslusser]

Hello,

I recently bought a Fanvil phone to test with, before we migrate to 3CX for our entire office.

I really like to phone, but I am having a problem when I use the keypad to dial someone's extension.

For example:

If I dial a number to call someone, and that company uses a PBX/Autoattendant, I usually enter that someone's extension when prompted. But....when I make that call with the Fanvil phone, and dial the extension (Ex. 2278), it ends up dialing Ex. 2227.

I have tried several different companies, and different extensions, and it always seems to mess up the numbers I type.

I tested this on the 3CX Softphone (PC Application), and its works just fine. No problems.


Being so new to 3CX, I am not even sure what to search the Google Machine for.



Fanvil Phone Info:
Model: X5S
Hardware: V1.0
Software: 1.2.5
Uptime: 445 : 03 : 35

 

[YiannisH_3CX]

Hello @dpslusser

Can you tell me the version of the PBX you are running? You can see the exact build number on the dashboard under the Information column.
Also is the phone local to the PBX or remote? Did you use the default template to provision the phone?

Try doing the same test in a local call. Create a digital receptionist and dial another PBX extension. Does that work?

 

[dpslusser]

Hello @dpslusser

Can you tell me the version of the PBX you are running? 15.5.0

Also is the phone local to the PBX or remote? Phone is local. Connected to same switch as 3CX Server.

Did you use the default template to provision the phone? Followed the instructions from here: https://www.3cx.com/sip-phones/firmware-update-fanvil/

Try doing the same test in a local call. Create a digital receptionist and dial another PBX extension. Does that work? I already have a DR setup. Went ahead and called it. Dialed Extension 0501 (which is the desk next to me). It worked just fine.

 

[YiannisH_3CX]

In that case you will now need to troubleshoot the DTMF signalling between the PBX and the provider. You will need to run a wireshark capture while replicating the issue and search for "rtpevent".
You should be able to determine if the PBX is sending the correct digits to the provider. If it does then you will need to contact your provider and ask them to take a look at the issue.