Issue with normal phone and router phone on same extension

[stevelup]

Hi

I wanted to have a scenario where people who work a couple of days in the office and a couple of days at home have a device at both locations (Fanvil X4-U V2)

The office phones are all connected to the office SBC, and the home phones are each acting as a router phone.

The issue appears to be that these two devices get confused by the system and both phones show as being on the same SBC when you look in the admin console. At this point everything is working normally and you think all is well, but next time the router phone gets re-provisioned, the on-board SBC stop working.

It's almost as if it's using the extension number as the key rather than the phone MAC when it decides which provisioning file to use.

Thanks,

Steve

 

[JohnS_3CX]

Hi Steve,

You can troubleshoot this as follows

1. In the Webclient Admin, delete both devices from the user
2. Add the home device first as a router phone, taking care to select the correct MAC
3. Factory reset that device and wait for it to come online and the SBC to go green in the Voice & Chat page.

1. Once this is done, you now have to log into the Management Console and edit the same extension.
2. Under Phone provisioning don't touch the existing entry, just click +Add and select the second phone with the correct MAC for the office
3. Select Provisioning Method as "3CX SBC(remote)" but make sure to pick the office SBC in the drop down.
4. Press OK to save, and now factory reset the 2nd device.

Let is know if this solves the problem.

 

[stevelup]

Hi

Yes, that's exactly what I'm doing, and it all works fine initially. The problem arises the next time the remote phone is re-provisioned for any reason, the onboard SBC stops working after a subsequent reboot. This was difficult to troubleshoot at first, but I'm 99% sure that's what's happening.

When I then look in the 'Phones' page of the Management Console, I see both extensions showing as connected to the same SBC (even though they show their correct local IP and MAC)

If I then go into 'Trunks' the router phone SBC is offline

I was using custom templates, but accept this is unsupported, so I've recreated the scenario with original supported templates.

I'm out of the office today, I'll start from scratch on Monday and see if I can precisely replicate it, including logs and screenshots.

Are there plans for making custom templates available in the Webclient UI - only the stock templates appear there? Will things become a bit more unified - it seems odd having to do some stuff in the Webclient and other stuff in the main Management Console?

There are also some things that don't appear to be synchronised between the two. For example if I look at my office hours, they are populated in the Management Console, but unpopulated in the Webclient.

Many thanks,

Steve