Internal Call Pickup Issues

[yparker0320]

I have issues with users trying to pick up a call that is coming in to another office extension with *20* or BFL button for that user. Let me clarify with an example.

3 offices
Phone A rings and Phone B tries to pick up using *20* or using the BFL button on the phone, and it is not picking up or if it does, it only has the person picking it up can't hear the person calling. You can put that person on hold and when you take them off hold it has sound both ways. All users are receptionists and I have also checked the box for only allow pickup from within the department.

Using Grandstream 2135 and 2170 phones worked great in v18 upgraded, and now it does not work in v20

 

[NicholasP_3CX]

Are these phones local to the PBX, or remote?

 

[yparker0320]

Are these phones local to the PBX, or remote?

All local on the same VLAN and same switch. It is also happening in other buildings as well, in different departments.

 

[NicholasP_3CX]

So are the phones and the PBX on the same VLAN? My main concern is how the phones are provisioned to the PBX.

 

[yparker0320]

So are the phones and the PBX on the same VLAN? My main concern is how the phones are provisioned to the PBX.

Yes, they are. I have a custom profile made, and I have also tried the one that is in 3cx. I am auto-provisioning with the PBX. Should I try to manually provision? I am really at a loss and welcome to send screenshots and configs if needed. I am going to setup 3 Yealink phones and see if they have the same results.

 

[NicholasP_3CX]

You could also test with a web client on the local network. You would, however need to have split DNS setup on your network so it has a secure connection.

Also check that you have the users defined with "Operations" on their view tab.

 

[yparker0320]

You could also test with a web client on the local network. You would, however need to have split DNS setup on your network so it has a secure connection.

Also check that you have the users defined with "Operations" on their view tab.

View attachment 46463

All users have Operations and I have split DNS. I have verified that if I use the BFL button I have sound, but not if I use *20* on the web client or IP phone. Here is the weird thing, if I use *20* it picks up the user and the person doing the pick cannot hear the end user, but if they place the call on hold and then pick it back up you have sound both ways. *20* and BFL both work for external calls in.

 

[NicholasP_3CX]

Try it with a Yealink phone, and do a capture if the behaviour continues. It would be good to see which codecs are being negotiated and on which port the audio is being exchanged.

 

[yparker0320]

The Yealink phone was able to use the *20*, and it worked, I am going to attach the support.zip for the capture file for the one that did not work. It was ext 5301 calling 5303 and 5302 doing the *20* as I am not very good with Wireshark

 

[yparker0320]

Anyone have any more ideas to try?