Hotdesking 3CX V20 U5, LogOn works, LogOff doesn't reset the phone

[jdb1000]

Any help is appreciated.

Yealink T57W, latest 3CX Firmware on the phone.

Hotdesking (Yealink T57W) 3CX V20 U5,
When the user doesn't have an assigned permeant endpoint hotdesking works as expected.
When the user does have an assigned permeant endpoint (Yealink T57W) hotdesking doesn't work as expected.

• LogOn works
• LogOff doesn't reset the phone.

 

[Evolute IT]

What do you mean by "permanent assigned hotdesking endpoint"?

Hotdesking doesn't have "assigned users". You just provision it as Hotdesking phone and enable Hotdesking in the user.

 

[jdb1000]

If the user has an IP Phone assigned to them, then hotdesking doesn't reset the phone after logout. Their profile/blf stays on the hotdesk phone and the hotdesk phone has to be rebooted to clear the profile.

If the extension doesn't have any IP phone assigned, then hotdesking works as expected.

I'm not certain that correlation is causation, but it's what I've noticed.

 

[Evolute IT]

So they have an actual deskphone provisioned for their user, AND also login into other devices with Hotdesk, and in that case, the logout doesn't work?

Am I understanding this correctly?

 

[jdb1000]

So they have an actual deskphone provisioned for their user, AND also login into other devices with Hotdesk, and in that case, the logout doesn't work?

Am I understanding this correctly?

Yes. But I'm not sure if that is the cause. I'm still testing scenarios.

 

[jdb1000]

Yes. But I'm not sure if that is the cause. I'm still testing scenarios.

Yes, it looks like this is what's happening. When the extension doesn't have an assigned IP Phone, then the hotdesk phone works as expected. But when the extension does have an assigned IP phone, the hotdesk phone doesn't reset the interface after the hotdesk logout.

 

[jdb1000]

3CX is hosted with 3CX, phone is using Linux VM SBC.

 

[Evolute IT]

@JohnS_3CX @N_G could be a bug.

@jdb1000 I would open a ticket with verbose support info about that one. And relay the ticket number here for proper tracking.

 

[jdb1000]

@JohnS_3CX @N_G could be a bug.

@jdb1000 I would open a ticket with verbose support info about that one. And relay the ticket number here for proper tracking.

Will they refund my $100 if it's a bug? Seems ridiculous to have a product without basic support.

 

[Evolute IT]

Will they refund my $100 if it's a bug? Seems ridiculous to have a product without basic support.

Yes they will.

But you can also go through a Silver+ partner. We have tickets access without charging.

 

[jdb1000]

@JohnS_3CX @N_G could be a bug.

@jdb1000 I would open a ticket with verbose support info about that one. And relay the ticket number here for proper tracking.

Ticket 2176218

 

[JohnS_3CX]

Having to reboot the phone to clear it, shows perhaps that the phone may have been "stuck" somewhere waiting before it can go ahead. You would have to analyze the phone itself to know more.

However in my case it logs out successfully using T57W and T43U for comparison using hosted V20 U5.

In addition, we have a more resilient log out mechanism now, you can press the Log Out BLF on the phone and we will keep resending the log out command in case the phone missed it or ignored it the first time around.

 

[jdb1000]

Having to reboot the phone to clear it, shows perhaps that the phone may have been "stuck" somewhere waiting before it can go ahead. You would have to analyze the phone itself to know more.

However in my case it logs out successfully using T57W and T43U for comparison using hosted V20 U5.

In addition, we have a more resilient log out mechanism now, you can press the Log Out BLF on the phone and we will keep resending the log out command in case the phone missed it or ignored it the first time around.

Would you happen to have 2 phones of the same model? When I have an assigned T57W and the hotdesk phone is T57W, it doesn't log out properly. When I have an assigned T57W and the hotdesk phone is T48S, it does log out as expected. I do have custom templates in my environment, but the assigned phone is using the 3CX standard template and the hot desk phone is using the 3CX standard template.

 

[jdb1000]

@JohnS_3CX, I updated my instance to 3CX Version 20, Update 5 Alpha, Build 20.0.5.384, December 2024 and the logout still fails to refresh the phone on the first attempt, but it does succeed on the second attempt. I can live with this and hopefully it will be addressed in a future update. It would be nice if someone could do a sanity check to make sure I'm not crazy, lol.
Thanks for the help.

 

[Charles_3CX]

Please ensure that the permanent phone is set as the router phone and that the hotdesking phone uses the permanent phone as its SBC. If this setup is reversed, each time you log in or out of the hotdesking phone and it restarts, the phones behind it will also unregister. Alternatively, you can provision all phones as router phones to avoid this issue.

With this setup in place, do you still experience the need to press the log-out button twice to log out successfully?

 

[jdb1000]

@Charles_3CX, I tested the scenario where both HD and Permanent phones are connected to Linux SBC and the issue persisted. I tested the scenario where both the HD and Permanent phones are directly connected to the 3CX server, and the issue persisted. The only thing that provided any difference in behavior was to update the 3CX server from v20U4 to v20U5a. v20U4 wouldn't update the HD interface no matter how many times I pressed the Logout BLF, but with v20U5a the HD interface fails to update on the first push of the Logout BLF, but it does succeed on the second push of the Logout BLF. I am only seeing this when both phones are T57W.

 

[Charles_3CX]

I have responded to the ticket for the test system, where the phones are connected using default templates, to conduct further tests and collect logs and captures for analysis.

 

[JohnS_3CX]

@JohnS_3CX, I updated my instance to 3CX Version 20, Update 5 Alpha, Build 20.0.5.384, December 2024 and the logout still fails to refresh the phone on the first attempt, but it does succeed on the second attempt. I can live with this and hopefully it will be addressed in a future update. It would be nice if someone could do a sanity check to make sure I'm not crazy, lol.
Thanks for the help.

I can replicate it now and it's under investigation - Thanks for reporting!

For now the log out method mentioned above should work fine until we have a chance to address it.

 

[JohnS_3CX]

Hi,

We can confirm this will be fixed in U6.

 

[jdb1000]

Hi,

We can confirm this will be fixed in U6.

Awesome! Thank you!