Hotdesking Oddities

[Adrian Parker]

Morning all,

Got an odd one which I am hoping someone may be able to provide so ideas on how to resolve.

3CX Pro licence, hosted in Amazon Lightsail. Business has three sites, let's call them site A, B, C. All have SBCs on-site and are using combination of Fanvil X4 and X4U's. Phones all register perfectly happily when setup as a normal extension, calls between sites are fine, etc. etc. All phones are on a separate VLAN per site.

There has recently been a need for a number of staff to move between site A and C. Hotdesking was therefore successfully added to site C, for around four handsets, and these work without issue. Site C has a standard 80/20 FTTC VDSL connection running at 75/18.

As it was so successful, it was therefore asked if the same could be done at site B. Again, site B has a standard 80/20 FTTC VDSL connection running at pretty much max sync speed. Pi SBC on site, six handsets, VLAN setup. Draytek 2862 router and TP-Link PoE switch. One phone needs to be setup for hotdesking, a Fanvil X4U running v2.4.12. Phone was previously a 'normal' extension and worked fine. When logging into the hotdesk phone at site B, the user gets the usual prompts and gets a successful logon prompt. The HD0000X extension then shows as "Logged in by XXX (Name)" on the Hotdesking screen but doesn't show on the phones tab. When hotdesking at site C, the user shows as an active phone once logged in. When calling from the phone in question it shows as HD0000X on the handset of the person they are calling rather than the name. Phone was assigned extn under the Phones tab, as it showed as "New" in the list. All perfectly normal.

Have performed several factory resets on the phone, re-created a new hotdesk extn and assigned this, but the same issue occurs. I have yet to try a new handset but my gut feeling is that it's something else, maybe network related.

Has anyone experienced anything similar in the past?

Any assistance gratefully received.

Adrian

 

[JohnS_3CX]

When calling from the phone in question it shows as HD0000X on the handset of the person they are calling rather than the name.

Check if the caller's X4U has actually reprovisioned after the user logged in.

It sounds like it's failing during the reprovisioning stage.

You need to look at the physical phone, not the management console.

Make sure the extension logging in doesn't have any special characters in its name or BLFs:
https://www.3cx.com/sip-phones/fanvil-x3-x5/#h.8owp0itk5r99

 

[Adrian Parker]

Check if the caller's X4U has actually reprovisioned after the user logged in.

It sounds like it's failing during the reprovisioning stage.

You need to look at the physical phone, not the management console.

Make sure the extension logging in doesn't have any special characters in its name or BLFs:
https://www.3cx.com/sip-phones/fanvil-x3-x5/#h.8owp0itk5r99

Hi John,

Thanks for the reply.

When the user logs in, the phone still shows as HD000X being the registered line. I assume this should be changing to be extn [email protected]?

As a test, I factory reset the phone and provisioned it normally i.e. as a non-hotdesk extn. This picked up the staff members extension, VLAN details, etc. wihtout issue and calls can be made.

I can confirm that there are no special characters in any of the users who are trying to login (in fact they have standard set-up extensions working fine for them back at the other site)

 

[JohnS_3CX]

Create a brand new extension, and leave everything default, do not even add a name.
Then login to the phone using that extension and see if the problem goes away. If the issue goes away then do the following:


1. Make sure to regenerate the below passwords of the previously problematic user extension



2. And also do NOT change the default passwords of the HD0000X extension. If you have done so already, delete and recreate it so you can get new passwords generated that are compliant with the phones requirements.

We have seen cases where people changed their authentication credentials to something that the Fanvil considers invalid, and ended up breaking provisioning.