Incoming call goes to multiple extensions

[Francois_Kolibri]

Hello guys !

I'm not really sure what to think of this, but a second opinion would be really appreciated.


The user (extension 241) is using his personal cell phone (not the 3cx app) to call the company phone number. Once in the IVR, he dials "102" to reach the extension. Yealink's desk phone (at the company office) and 3cx android app (at 102' home) are both ringing.

After a couple of seconds, the original user's desk phone (also a Yealink) starts ringing with his name and extension number as the Caller ID (extension 241 - at the company office).

I searched a bit in the logs for an explanation but didn't really get any.
Still, I stumbled across this in the 3CX Tunnel log file showing that extension 241 got notified once the "BYE" got sent from the 102:

14:36:14.885|7f6b1a7fc700|Error|Bridge.cpp(922): There's no connected outbound tunnel!
14:36:14.885|7f6b1a7fc700|Error|Bridge.cpp(403): Can not determine a destination tunnel for local Request: SipReq:  BYE [email protected]:5080 tid=d968cc34181ab826 cseq=2 BYE [email protected]:5060 / 2 from(wire)
14:36:14.942|7f6b1a7fc700|Error|Bridge.cpp(922): There's no connected outbound tunnel!
14:36:14.942|7f6b1a7fc700|Error|Bridge.cpp(403): Can not determine a destination tunnel for local Request: SipReq:  NOTIFY [email protected]:5080 tid=ebf1a205c5a4772c cseq=6 NOTIFY [email protected]:5060 / 6 from(wire)

3 Questions about this:
1 - Why is the call ring back to his extension (just like a callback feature) since it only sends a "NOTIFY" code ?
2 - Why 241 got notified about 102's "BYE" code ?
3 - How does the system know the user's personal cell phone number ? Didn't see his number anywhere in the management console, the Yealink' local and remote contact list. The 3cx isn't synced with the AD or the O365


Thank you for your time.

 

[leejor]

If this scenario is tried from another number, does the same thing occur?

Have you checked the 3CX Activity log to see why things are happening as they are.

Is caller ID screening/forwarding being used, somewhere, and the mobile number is involved?

How does extension 102 relate to 241, is there any call forwarding involved...part of the same ring group?

 

[Francois_Kolibri]

Thank you for the fast reply.

If this scenario is tried from another number, does the same thing occur?

The installation currently has over 130 extensions. I did not get any report of the issue on other extensions.
Honestly, I'm not able to replicate the issue.

Have you checked the 3CX Activity log to see why things are happening as they are.

For the extension 241, there is simply nothing between 2PM and 3PM.
For the extension 102, there is 3 lines at the time of the call in question:

07/13/2020 2:36:05 PM - [CM503003]: Call(C:6981): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483
07/13/2020 2:36:05 PM - [CM503003]: Call(C:6981): Call to <sip:102@3CX-IP-ADDRESS:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
07/13/2020 2:36:05 PM - [CM503003]: Call(C:6981): Call to <sip:102@3CX-IP-ADDRESS:0> has failed; Cause: 487 Request Cancelled/INVITE from OFFICE-IP-ADDRESS:1433

Is caller ID screening/forwarding being used, somewhere, and the mobile number is involved?

On the extension 102, the forwarding rules are default (all forward to voicemail). Call Screening is disabled and there is no mobile number set for the extension.
On the extension 241, the forwarding rules are also default (all forward to voicemail). Call Screening is disabled and there is no mobile number set for the extension.
I have checked every Ring Group extension and none have the cell phone number or either of those extensions.

How does extension 102 relate to 241, is there any call forwarding involved...part of the same ring group?

There is simply no relation. Besides being in the same network, but this would mean that other Yealink phones would have the issues since about 50 of the 130 extensions are in the same network/site.


Thank you for the review.

 

[leejor]

At this point, I think the only way of knowing what happened, or what is happening, is to be able to replicate the issue, then capture, in the Activity Log, Verbose mode, if feasible.

If you can show that it happens every time that mobile calls in, and dials the same extension, in the IVR. then capture a different number doing exactly the same, to see if it is originating number related.