Hold Issues

[computer76]

Up until today our phone system has been working as normal but for some reason starting this morning when we put an external call on hold we are unable to pick up that call from any extension, internal calls are able to be placed on hold no problem. Below is exactly what we are experiencing.

External call comes in
Receptionist answers call and places call on hold
Caller receives an incoming call from our office but no one is there when they answer said incoming call so they end both calls
Caller receives another incoming call but this call comes through as unavailable, once again no one is there so they end the call and call our main number back
When anyone at any extension attempts to pick up the call from hold there is no one there

No settings have changed and we have made sure that the 3CX software is all up to date as well as the phones firmware. As I stated internal calls from extension to extension work fine with hold. Any suggestions?

 

[cobaltit]

You'll want to provide more information as posted here:

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

And does hold actually mean hold or do you mean park?

 

[YiannisH_3CX]

Additionally to the info requested above, can you elaborate some more on the issue? Does the caller receive a call from your system while they are on hold and without no one calling them?
Check your trunk settings and make sure that the option "Supports Re-Invite" is not enabled and try again.

 

[Clément Rousseau]

hi,

to help you we need more info about your 3cx and extension configuration, especially :

• how is your inbound rule ? call goes directly to an extension or do you use a queue ? (for the intro prompt for exemple?), and if so what are queue settings ? more than one agent ? how about destination for no answer ?
• does the extension you are talking accept multiple calls ? (in extension transfer rules tab),
• what are extension transfer rule setting for available status ?
• when you speak about put a call on hold, do you mean parking calls ?

if you speak about parking calls, I am sorry but I will not be able to help that much because that's something we dont use in France and I dont know a lot about it. Anyways answering theses questions can still help others to understand better your issue.

 

[computer76]

Yes the caller receives a call from the system when they are on hold without any one calling them. Once the caller is placed on hold we can not pick the call back up. I have already tried disabling the "Supports Re-Invite" option with the same result. This just randomly started occurring as was working before just fine with no configuration changes. Below are the details on our installation.

• 3CX Version: Enterprise Annual 16.0.4.493
• Server OS: e.g. Debian 9 / Windows Server 2012 R2 / Raspberry Pi
• Is the 3CX Server Hosted and where: Hosted with 1&1 Ionos
• IP Phone Make/Model/Firmware: Grandstream GXP1780 Firmware 1.0.1.98
• Provisioning Method: STUN
• Trunk Provider or Gateway Make/Model: Bandwidth.com
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[computer76]

No one has any insight on this issue? It is still occurring! It seems to have started occurring once our 3CX updated to version 16.0.4.493

 

[YiannisH_3CX]

At this point you will need to go through the PBX logs to find what the issue is. I would recommend switching the logging level of the PBX to verbose by navigating to Dashboard / Activity log / Settings. Restart all PBX services after that to apply the change. Once the services come back up start a pcap and replicate the issue. You can check the pcap and the logs to find the cause of the issue.
Alternatively you can create a ticket with our support department and supply them with the logs and pcap so they can assist you troubleshooting.