Outgoing Call drops when getting an Incoming call

[MarkSitzler]

We are running the latest version of 3cx(June 22) and have 3 Fanvil 6u(all at FW.v 2.4.11) at our reception desk. Whenever one of the receptionists is making an outbound call and a call comes to the ring group, it drops the inbound call. The ring group is set to ring all. We have other Fanvil phones(X5s and X4) that are in their own ring group and do not have this problem. On each of the extensions, Accept multiple calls is enabled. We are stumped on what is causing this. Thank you in advance, any help is appreciated.

 

[JohnS_3CX]

Hi Mark,

In that specific ring group, do you perhaps have "End Call" as your Destination if no answer ?

 

[MarkSitzler]

Hi Mark,

In that specific ring group, do you perhaps have "End Call" as your Destination if no answer ?

Hi JohnS,
For the Destination, if no answer we have it set to go to the voicemail of one of the receptionists.

 

[leejor]

"For the Destination, if no answer we have it set to go to the voicemail of one of the receptionists."
The one that was engaged?

Have you checked the 3CX Activity Log to see why the call dropped? Is this a hosted set-up? If so, do the sets happen to use STUN?

Does the call drop whenever any of the members are engaged, or just when it is certain extensions?

Does this happen on internal calls, to the group, as well?

 

[MarkSitzler]

Yes, but we have 2 other receptionists who the calls should be going to rather than stopping the outgoing call( i will note that it only drops the outgoing call if the person that they are calling has not yet picked up. if they have picked up the call remains). I'll have to rerun the activity log on verbose again as it got rid of the logs from yesterday already. It is a hosted setup and we are using the Local Lan to provision the phones rather than STUN, as everything local. It is only our Fanvil 6u phones that seem to be having this problem in the Ring Group which we use at reception, we test it with Fanvil X5 and X4's and it worked with no problem. We haven't tried it with an internal call, I'll go test it and get back to you with that.

 

[JohnS_3CX]

Hi Mark,

You mentioned "Accept multiple calls is enabled".

Ring groups do not accept multiple calls though, so I'm worried this implies you have enabled an old and unsupported 3CX parameter to allow this, causing you troubles now as that was never made into a feature. It causes erratic behavior, and you are also describing erratic behavior.

If you or someone else has by any chance set this to anything other than zero, please go ahead and disable it and then restart your services.