Solved Incoming calls to a Teams recipient will not disconnect after external caller hangs up

[LocoTM]

Hello,

if a external user call me on Teams and hangs up my call dont get ended.
I need to manually end the call but if im hanging up, the call get's endet on both sides..
This Issue persist only on Teams so that means if the external caller hang up on the 3cx directly everything works fine.
Is there any fix for this maybe? I know it's still on Beta.

 

[Evolute IT]

Hello,

if a external user call me on Teams and hangs up my call dont get ended.
I need to manually end the call but if im hanging up, the call get's endet on both sides..
This Issue persist only on Teams so that means if the external caller hang up on the 3cx directly everything works fine.
Is there any fix for this maybe? I know it's still on Beta.

What version of the PBX are you using and what config did you get (FQDN and port-wise.) ?

 

[LocoTM]

What version of the PBX are you using and what config did you get (FQDN and port-wise.) ?

Hi thanks for the quick reply.
My Version of PBX is 18.0.226.


Im using Direct Routing FQDN "teams.myoffice365domain.de"
My Port is 5062 i think it's not a Port Issue because if im disabling the portforwarding no further calls got transfered.

 

[Evolute IT]

Hi thanks for the quick reply.
My Version of PBX is 18.0.226.


Im using Direct Routing FQDN "teams.myoffice365domain.de"
My Port is 5062 i think it's not a Port Issue because if im disabling the portforwarding no further calls got transfered.

It could be due to a lag somewhere. If your PBX is on-prem, could be network latency.

Leave this opened. Someone from the staff will probably want a capture of a call and some logs to analyze.

 

[LocoTM]

It could be due to a lag somewhere. If your PBX is on-prem, could be network latency.

Leave this opened. Someone from the staff will probably want a capture of a call and some logs to analyze.

allright thank you

 

[StefanW]

as we cannot replicate this, who does the call hit your system?
PSTN Gateway, SIP Trunk, what is the name?

does this also happens if a 3CX extension calls you on teams?

 

[LocoTM]

as we cannot replicate this, who does the call hit your system?
PSTN Gateway, SIP Trunk, what is the name?

does this also happens if a 3CX extension calls you on teams?

Hi,

it is a Telekom SIP:




yes just tried to call from a second extension to my Teams User and the call is still active.

The interesting point is if the call is active you can the call on the dasbhoard:



As soon i'm hanging up the call the active call dasboard is clear but Teams still recognizing as active:




So from technical aspect i think it not SIP Provider problem because the probleme is still there if im calling from extension but looks like it's a SIP Communication problem because as i know SIP is responsable to inform the clients the signalation.

___

Edit:

OK now the really interesting point comes:
if im calling a external no mather if internal or external extension/number and the external user (no teams) hangs up the also my Teams recognizing the of call.

 

[NickD_3CX]

Hi @LocoTM ,

This is indeed a bit strange.
Do me a favor:
1. Switch 3CX Logging to "Off" from Dashboard --> Activity Log --> Settings
2. In the Dashboard --> Activity Log press "Purge" to delete the current logs
3. Go back to Dashboard --> Activity Log --> Settings and enable "Verbose"
4. Replicate the issue by calling from a 3CX Extension to a Teams Extension
5. If the issue happens, generate the Support Info from the Management Console, top-right corner select Support, then press Generate Support Info
6. From the admin email inbox, check your mail and download file
7. Upload it to a filesharing service of your choice like GDrive, WeTransfer, etc, and send me the download link in a PM.
8. Also tell me from which extension to which extension you called so I know what I am looking for.

Maybe I can have a look in the logs to get a clue.

 

[LocoTM]

Hi Nick,

allright i sent you the logs see PM with download link.
Calling from extension 101 to 100.

Just noticed another interesting point.
The Problem persists only with Teams Windows Client if im using the Webclient from Teams there is no problem.
Just tried another Teams Client on other Computer and the issue persisst so no matter source computer.
Seems to be a problem with the Client Version.

 

[BennyG]

Just to let everyone know. We also have the exact same issue.

Running on the latest v18 Alpha update with SIP trunks. Works fine using the 3cx app or on a normal handset, but within teams the call doesn't hang up.

 

[LocoTM]

Just to let everyone know. We also have the exact same issue.

Running on the latest v18 Alpha update with SIP trunks. Works fine using the 3cx app or on a normal handset, but within teams the call doesn't hang up.

Do you also confirm over Teams web everything is working fine?

 

[BennyG]

Correct, the web client works fine (Safari on OSX)

 

[BennyG]

@LocoTM Interestingly, the web client also works fine for another issue I have. I wonder if the two are related. Can you try keep the call active within teams client and see if it does eventually hang up?

https://www.3cx.com/community/threads/slow-call-transfers-to-3cx-extension.84924/

 

[LocoTM]

@LocoTM Interestingly, the web client also works fine for another issue I have. I wonder if the two are related. Can you try keep the call active within teams client and see if it does eventually hang up?

https://www.3cx.com/community/threads/slow-call-transfers-to-3cx-extension.84924/

Hi Benny,

leaved the call for 20 Minutes open but teams client still not recognizing.

 

[NickD_3CX]

@LocoTM @BennyG ,
We shall look into this and let you know what we find.
It seems to be something that happens on certain systems and on others not.
I shall keep this thread updated.

 

[NickD_3CX]

@LocoTM @BennyG ,
Follow-up question please, I was only able to replicate if I had logged into the Teams Desktop Client and Teams Webclient, with the same user, at the same time.

Could you please check on your end of this is happening?
It could be that you are using the Teams Desktop App, but someone else is also logged in with the Teams Webclient.

 

[BennyG]

@NickD_3CX I have just tested again after installing the release build of Update 1 and the issue does still exist in the latest build.

I can confirm I don't have the web client open.

I do however have teams signed in on my mobile (iPhone). When signed out on my mobile from teams, and answer the call on my desktop client, the call does drop perfectly fine. So it appears to be an issue if teams is signed in on multiple devices.

 

[NickD_3CX]

Thanks for confirming!

At least we are onto it now.... We'll be investigating this and I'll try and keep this thread updated with any developments.

 

[LocoTM]

sounds good, thanks for the teamwork

 

[NickD_3CX]

To update this thread.
The issue was indeed identified and should be fixed along with V18 Update 2 when it comes out.