Incoming calls not connecting...

[David Searles]

Hi,

Just put a new small install in at a customer, all seems fine, but randomly incoming calls won't connect when an end-user picks up their phone.

Incoming calls hit a simple queue with 4 users. Its a ring all queue.

End-user 1 picks up handset, call continues to ring. next person picks up call - connects okay?

Any advice would be great...

 

[AWS2P]

As often starting by first step is best way for us to help you. Please fill this
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[AWS2P]

First you have IVR 801 then Q 802 ring all from 100 to 103 ext. , right ?

How many SC do you have on PBX license?
Your Gamma trunk is 4 channels?

 

[David Searles]

Hi, Yeah, that's the general route in. Though I have since removed the IVR and placed a prompt on the main queue.

I have 4 channels on the sip - there are still 16 channels on the 3CX license as I've not assigned a purchased license yet.

 

[JohnS_3CX]

Is this a Local / STUN / SBC installation?

 

[David Searles]

Sorry, this is a STUN install - only 4 handsets in total - really small install...

I've made a mess of this thread, my apologies.

Basically, just a small install.
4 channel SIP
4 Extensions (STUN)
1 Queue with all 4 Extensions as members
Current Version: 16.0.493
Hosted on AWS
I've set different SIP Ports on each phone.

The symptoms are random, its not every call.

 

[JohnS_3CX]

Hi David,

Did you set the phones to receive a Static IP or reserved IP via DHCP?

Were the individual ports forwarded on the customers router?

Did you reprovision the phones once you set the individual ports?

 

[maurice]

Hello ,

I have the same issue.
Also an 4 channel sip
4 snom DECT extensions ( STUN)
Version 16.0.4
different sip ports
When there is an incomming call the first picks up the phone, no connection, the 3 others phone's are stil ringing.
the second one picks up and he has picked up the call.
The symptoms are random, so will it be ok for weeks , and so they have it every day.

We have switched the phone's for other phone's
We reset the pbx
Build a whole new Pbx

the problems are still there.

This is also the only customer that has this problem.

 

[JohnS_3CX]

Hi @maurice

Best start a separate thread for this, but please use this link to provide all the relevant info along with your description and we will be glad to help
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[maurice]

ok i will make this a separate thread.