Multiple internal calls issue between two locations on same PBX

[DKIncentre]

Hi there.

We're hosting v18 for a client with two locations. (We'll call West and South). SNOM D785s at West. SNOM D735s at South. SBCs at both sites. PBX is hosted in our office, not at client's.

"Accept Multiple Calls" is enabled for every extension. If a user is on a call and another external call comes in, they have the ability to answer it. No problem there.

But if a user in West is on a call with a user in South, and another user in South calls West, the user in West doesn't have the option to pick up the call on the same phone. They have to run to another one of their extensions to answer it. The problem only happens between these two sites. I couldn't duplicate it with a web-client test extension from my end. If West wasn't getting the additional calls from South, that would be easier to figure out. They do get the call, but "Accept Multiple Calls" doesn't seem to apply.

Scratching my head on this one. Anyone else see anything like this?

 

[OlegR_3CX]

But if a user in West is on a call with a user in South, and another user in South calls West, the user in West doesn't have the option to pick up the call on the same phone.

Hi there.
There should not be any difference, since you can receive external calls and it works fine, the same should be when internal calls too. Can you advise if the user sees an incoming internal call on that phone? Also, you can check in the 3CX panel of the same extension if you open it via the Webclient/PWA.

 

[DKIncentre]

Any phone in West exhibits this behaviour. They can receive internal calls just fine. It's only when they're already on an internal call that they can't pick up another internal call on the same phone.

 

[OlegR_3CX]

Feel free to open the ticket with us, so that we can request the logs and see in more detail what is the issue there.