Hotdesking Issues

[Udhara Perera]

Hello,

Thank you in advance for any help with this issue:

We are having issues with hotdesking at one site :

Login to the phone using *77*ExtensionNumber* this then asks for the pin and the pin is provided followed by #, this then states that the login is successful.

However the number stays as the default of HD0000#. When you go to look at the 3CX Hotdesking section it even shows the user is logged in so its communicating correctly with the server just not on the way back. If you reboot the phone it still stays the same.

However this issue is only at one site (Site B) , Site A however has hot desking phones setup and works without any issues.

Phones used: Grandstream GXP2160
3CX PBX is installed on a dedicated server with a hosted server provider.

Diagnostics,: have factory reset the phones, check network ports, switches, deleted and recreated HD numbers, checked user permissions in 3cx.

Site A (Where Hotdesking works fine)
Internet : 100mbps/100mbps
SBC running on VMware Esxi

Site B (Where Hotdesking does NOT works)
Internet : 20mbps/20mbps
SBC running on VMware Esxi

I cannot figure out what might be causing the issue.
Please advise.

Regards
Udhara

 

[SweetAction]

I'd recommend a wireshark. I would guess the config going to the phone never arrives.

If you reprovision a random phone in Site B (edit an extension, change a blf, phones->reprovision) does that work? Does the BLF modification show up correctly?

If you move the phone to Site A, does it work?

 

[Udhara Perera]

I deleted one the hotdesking phone and reprovisioned them as a normal extension and it works straight away.

I did not try moving a phone from site B to site A as I have about 9 Phones at site B and did not think that it could be an issue related to the phone.

I Have not specifically tried to change the BLF keys and reprovision, however I will try this out ,, as well as a wireshark.

 

[YiannisH_3CX]

Hello @Udhara Perera

Once the extension successfully logs in can you call the extension you used? Does the phone ring?
Also how are the phones provisioned to the PBX? Are you running the supported firmware and templates?
What PBX version are you running? You can see the exact build number on the Dashboard, under the Information column next to the licence version. For example 15.5.15502.6.

 

[Udhara Perera]

Hi @YiannisH_3CX

Once the extension successfully logs in can you call the extension you used? Does the phone ring?

No It does not ring. (The PBX shows that the extension is logged in)

Also how are the phones provisioned to the PBX?

Provisioned through PnP, with a Debian SBC running as a virtual machine on a VMware ESXi server on site.

Are you running the supported firmware and templates?

Yes

What PBX version are you running?

15.5.15502.6

 

[Lee Cramman]

Fanvil phones by any chance?

 

[SweetAction]

I deleted one the hotdesking phone and reprovisioned them as a normal extension and it works straight away.

I did not try moving a phone from site B to site A as I have about 9 Phones at site B and did not think that it could be an issue related to the phone.

I Have not specifically tried to change the BLF keys and reprovision, however I will try this out ,, as well as a wireshark.

Yeah, a wireshark will be needed.
The reason I asked about moving phone to other site was to rule out phone issues (instead, it would be a network / site issue).

Sounds like some prov requests make it (new extensions work) but not all.

Fanvil phones by any chance?

Grandstream GXP2160 listed in OP

 

[Lee Cramman]

Grandstream GXP2160 listed in OP

I'll get back in my box then

 

[SweetAction]

I'll get back in my box then

Don't take it that way. We are all here trying to help each other. No offense meant.

 

[Lee Cramman]

Don't take it that way. We are all here trying to help each other. No offense meant.

No offence taken, hence the smiley

I should have checked the OP more carefully!

 

[Lee Cramman]

Were the phones definitely provisioned using PNP?

Also, in the hotdesking entry for that phone, is the listed IP address of the SBC shown correctly, is the SBC definitely still sitting on that IP and has the SBC ever had it's IP address changed since it was installed?

 

[Udhara Perera]

Were the phones definitely provisioned using PNP?

Yes

Also, in the hotdesking entry for that phone, is the listed IP address of the SBC shown correctly, is the SBC definitely still sitting on that IP and has the SBC ever had it's IP address changed since it was installed?

Yes, I did the initial install of the SBC using a raspberry Pi , then when things didn't go to well , I set up the Debian one.

IP was the same on both instances. but they were never on simultaneously.

 

[Lee Cramman]

Yes



Yes, I did the initial install of the SBC using a raspberry Pi , then when things didn't go to well , I set up the Debian one.

IP was the same on both instances. but they were never on simultaneously.

Do you see the correct IP address for the SBC and MAC address for the phone when it is provisioned through plug and play?

Are you remembering to include the IP address of the SBC under the Hot Desking entry?

Other than that I'm a bit stumped, sorry. There is a previous thread from someone with exactly the same symptoms as you. He also changed from a Pi to Debian and it turned out he had forgotten to decommission the Rasp Pi SBC before firing up the Debian one.