Group Pickup Issue

[Rodney Manning]

Setup:

3CX 16.0.3.676 Cloud hosted on GCP.
Grandstream 2170 with Latest 3CX Firmware.
Using 3CX SBC on Raspberry Pi

Problem:
Outside caller call on DID xxx-xxx-xxxx rings directly to an extension. That extension is call fwd always via set Call FWD not PBX. When the destination answers the call and is on the call a second call comes in. That person alerts someone by a hand gesture to pick the call from their extension. When the person picked up the call they got the active call not the ringing call. Don't have any logs of this nor a time of incident to trace logs. This has happened a few times and since it is in a law office that is a big NO NO. ANy help would be greatly appreciated.

**EDIT i do have only pickup group calls enabled.

 

[Evolute IT]

Setup:

3CX 16.0.3.676 Cloud hosted on GCP.
Grandstream 2170 with Latest 3CX Firmware.
Using 3CX SBC on Raspberry Pi

Problem:
Outside caller call on DID xxx-xxx-xxxx rings directly to an extension. That extension is call fwd always via set Call FWD not PBX. When the destination answers the call and is on the call a second call comes in. That person alerts someone by a hand gesture to pick the call from their extension. When the person picked up the call they got the active call not the ringing call. Don't have any logs of this nor a time of incident to trace logs. This has happened a few times and since it is in a law office that is a big NO NO. ANy help would be greatly appreciated.

**EDIT i do have only pickup group calls enabled.

First of all, NEVER use the Call Forwarding on the phone itself. This is NOT supported by 3CX. Use the statuses or "ring mobile" to forward/follow me.

As for the pickup, disabling the call forward should fix the issue. If not, make sure they are both in same group and also, they can use the Webclient to pickup a call directly.

 

[Rodney Manning]

I was thinking on that line. I will change it on Monday and do some more testing. Thanks for the quick reply.