Outgoing call drops as incoming call is coming in

[GMCS]

Hello all.

I currently am hosting a 3CX instance in my AWS LightSail and have a client who is experiencing a issue when they are dialing a number out, or waiting for the other person to pickup, the call would be dropped when a incoming call comes in. The calls that are coming in are from a call group I setup. I do have ALLOWUSEBUSYOPTFORGROUP set to 1 due to most of the time it is one person in the office, and when she is on the phone, she does not see other calls arrive while she is on the phone. Enabling this allows her to see incoming calls as she is on the phone. I do know their is some issues with this feature, but was wondering if i am missing anything that could cause these calls to drop while dialing.

The 3CX verison is 16.0.8.9, client is using Fanvil X5U phones. The phones are setup by Direct IP (STUN - Remote). I am unsure if I were to put in place a SBC if that would correct the issues. (I would not have a issue with that, but would want to know before changing everything)

Thanks!

 

[ChrisC_3CX]

First thing I'd recommend is definitely reverting the ALLOWUSEBUSYOPTFORGROUP parameter back to 0 as it not only will render the configuration revolving around it unsupported but will most definitely cause different kinds of issues one of which may be dropped calls.

Instead of using Ring Groups, better use Call Queues that will allow users to utilize the 3CX Webclient in order to see calls waiting in the Call Queue.

The phones are setup by Direct IP (STUN - Remote). I am unsure if I were to put in place a SBC if that would correct the issues.

There is indeed a chance this might end up being related to the STUN configuration, however, before taking any action other than confirming they have been setup as per our guide here, I recommend doing what I mentioned above first. If you do have more than one IP Phone on the same site, I highly suggest using the 3CX SBC regardless of whether it's to resolve this issue or not as the pros greatly outweigh the cons as opposed to a STUN configuration.

 

[GMCS]

Thanks for the quick response. I will talk to the customer about that. They are used to using a Avaya system where they could see more than one call come in and put each one on hold and grab the next call. I know if i switch that setting back to 0, if she is on the phone she won't see calls coming in. I honestly don't know if she will be ok with using the webclient to see what's waiting and to pull calls, etc. I will see what they say and let you know the outcome.

 

[ChrisC_3CX]

Understood! Let us know how it goes!