Issues with Paging putting calls on hold

[HBYMZ]

We've recently upgraded from v18 to v20 and noticed that now when our receptionist pages groups, anyone currently on a call have said call automatically get put on hold and then the page goes through.

From my own testing, it seems this only occurs with a locally hosted 3cx PBX. When I test from a 3cx system hosted in Azure with the phones connected to a local SBC, the call will continue with the user only hearing the call waiting beep while other phones broadcast the page.

Is there anyway to have the calls continue during a paging broadcast on the local installation? I'm not seeing any options anywhere.

 

[Guillaume Bourgeois]

We've recently upgraded from v18 to v20 and noticed that now when our receptionist pages groups, anyone currently on a call have said call automatically get put on hold and then the page goes through.

From my own testing, it seems this only occurs with a locally hosted 3cx PBX. When I test from a 3cx system hosted in Azure with the phones connected to a local SBC, the call will continue with the user only hearing the call waiting beep while other phones broadcast the page.

Is there anyway to have the calls continue during a paging broadcast on the local installation? I'm not seeing any options anywhere.

I believe your local PBX is using Multicast (an old V18 configuration), while the Cloud PBX uses Paging. These are very different.

In the case of Multicast, you can disable this feature (priority) directly on the phones.

 

[HBYMZ]

Thanks for that information, unfortunately the issue persists with the setting turned off.

 

[Guillaume Bourgeois]

Hmm... I made a mistake, it seems you don't have a multicast parameter. You should see an IP in a multicast field. If that's not the case, then it's not multicast.

He might have another parameter related to paging groups with the "Auto-Answer" function.
@Fanvil Technical Support

Do you recognize this behavior?
A user is already in a conversation, and 3CX sends a non-multicast paging, automatically putting the call on hold.
Is this a setting in the phone?

 

[HBYMZ]

Not sure if that helps with the troubleshooting, but from my observations as mentioned, I have another client with the same version of 3cx and firmware phones that is hosted on Azure with no issues. Just this one that is locally hosted on a mini-pc.

 

[Guillaume Bourgeois]

@HBYMZ

Could you please share your Fanvil phone's configuration file?

Go to System > Configurations > Right Click on "Right click here to SAVE configurations in 'xml' format" and "save as."

Save the file.
Open the file with a note-taking application like Notepad, and replace the values in the following settings with fictitious ones:
- Register_User
- Register_Pswd
- Proxy_Addr
- Local_Domain
- STUN_Server

And any other sensitive information.
If you're unsure, you can upload the configuration file to a Google Drive or OneDrive and send it to me privately.

I will remove the sensitive information and return it to you for posting on the forum.
The goal is to identify a setting that might be activated, causing the problem you are experiencing.

 

[HBYMZ]

Here is the config file.

 

[Guillaume Bourgeois]

Go to Settings > Features and uncheck "Enable Intercom Barge" + Apply.
Then, try again.









According to Fanvil documentation :
Enable Intercom Barge by selecting it, the phone auto answers the intercom call during a call.
If the current call is intercom call, the phone will reject the secondintercom call

 

[HBYMZ]

That fixed it, can't believe I didn't notice that setting while checking the phones.

Thank you very much for your help.

 

[colonial]

Hmm on mine Fanvil x6u-v2 enable intercom barge is not enabled