Solved Grandstream GXP2160

[Randall Caudill]

I am unsure what the issue is but for some reason ever since the 16.1 update, Grandstream GXP2160 phones are having issues transferring calls to Shared Parking. Customer will receive call then proceed to put caller to any SP but when doing this, they hear the hold music and both line indicators start flashing. they then hang up the phone and wait a good minute or longer before lines become available again (not flashing) then proceed to call designated extension. Any help as to what would be causing this? The Yealink phones on the same system do not have this issue.

 

[Evolute IT]

I am unsure what the issue is but for some reason ever since the 16.1 update, Grandstream GXP2160 phones are having issues transferring calls to Shared Parking. Customer will receive call then proceed to put caller to any SP but when doing this, they hear the hold music and both line indicators start flashing. they then hang up the phone and wait a good minute or longer before lines become available again (not flashing) then proceed to call designated extension. Any help as to what would be causing this? The Yealink phones on the same system do not have this issue.

Are you using the official template from 3CX?

Also, what's the firmware version of the phone?

 

[Randall Caudill]

Yes. the latest supported by 3CX .132

 

[JohnS_3CX]

Hi Randall,

How are they doing this? Just transfer blind to * 00 or with some other way via speed dial or BLF?

I would recommend to factory reset one of the GrandStreams and reprovision it. Make sure the templates are up to date, and that you are not using a customized template. See if this phone will act correctly then or if it continues to produce the problem like the rest of the GrandStreams.

 

[Randall Caudill]

No they are pressing the DSS key (BLF) designated SP1, SP2 or SP3 (shared parking). everything is stock/default/latest

 

[Randall Caudill]

The same process is done on the Yealinks as well.

 

[JohnS_3CX]

Can you share some additional information, like:

• the way the phones are connected (LAN / SBC / STUN?)
• how you provisioned them (PnP / Manual?)
• path/flow of call before it reaches the phones?

Meanwhile as above, try to factory reset one of the GrandStreams and reprovision it. Make sure the templates are up to date, and that you are not using a customized template. See if this phone will act correctly then or if it continues to produce the problem like the rest of the GrandStreams.

 

[Randall Caudill]

SBC
PnP (auto)
call queue (but even if call queue takes a call, parks them, then a non call queue extension to pick the call from SP and put caller back to park... issue still occurs unless they have a Yealink)

And as per my previous messages, templates are default and up-to-date

 

[Randall Caudill]

I tried factory reseting the device and provisioning it again which did not resolve the issue.

 

[JohnS_3CX]

Hi Randall,

How many BLF positions are being used on the phone currently? I made some tests here and but the SP works normally.

 

[Randall Caudill]

Just 5 on the main and 17 on the side(all extensions)

 

[JohnS_3CX]

Hi Randall,

I would recommend to open a ticket for further in-depth investigation.

 

[Randall Caudill]

well it ended up being the grandstreams were setup with Attended Transfer versus Blind Transfer. Changing that option made all the difference.

 

[JohnS_3CX]

Hi Randall,

I'm glad this was resolved