Hosted 3CX call windows disappear

[axelcare]

Hi,

We have a 3CX hosted in an external compagny. We have one central phone number for our clients to call us with two different canals (finance and callcenter) managed by a phone robot.
The finance departement work with WebApp. They can call each other within the company with the direct number and with 3CX app, but when they try to call from the central phone number and access finance canal, the prompt windows appears then close immediately.
The external company says that the problem come from our side, but I'm not a phone engineer and I don't how to troubleshoot that. Can someone guide me ?

 

[NikolasA_3CX]

Please clarify if you are calling your DID using an internal extension.

 

[axelcare]

No, I use the phone app on Android

 

[NikolasA_3CX]

So you are using a 3CX extension to call a DID that is on the same PBX?

 

[axelcare]

No, I use a phone (not in PBX) from outside the organization and I try to call inside the organization (PC that is on the PBX).

 

[NikolasA_3CX]

As far as I understand this is a normal inbound call correct?
If this is the case please check the following

1) Go from the management console to SIP Trunks>>select your sip trunk, go to the options tab and make sure "Supports Re-Invite" and "Support Replaces" are unchecked.

2) If the finance department is in a queue, navigate to the queue, and let me know the "Ring Time" and "Maximum Queue Wait Time" of the queue.

3) If the finance department is in a ring group, navigate to the ring group, and let me know the "Ring Time".