Solved Phone continues ringing after answered

[GWA]

We've had this issue occur a few times.

Someone calls the 3cx system, user answers the phone and can communicate but they also still hear the ringing.

Each time this has occurred, simply hanging up and re-calling seems to fix the issue. I have not been able to replicate it on demand. My users have reported the issue from both sides, as a caller and a receiver.

Just wondering if anyone else has had this happen and if they know how to prevent it?

 

[Alphabetic]

Are your phones set up in STUN?

If yes, the Easiest thing for you to do is to stick in an SBC.

If no, then please provide more information on the setup.

 

[ChrisC_3CX]

The initial info to provide would be:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, just to confirm, do you mean that the user is answering the IP Phone or Webclient, and that same IP Phone or Webclient is still ringing?

 

[GWA]

Sorry for the lack of additional info.

3CX Version: 18.0 Update 2
Server: Debian 10
Hosted on Azure VM
Phone in question are both Windows client and mobile clients
Trunk: Ixica canada
Firewall checker: green check
No custom templates.

The issue my client has experienced was a customer called his extension, he answered the call and was able to speak with the customer, but the customer was also still hearing the phone ringing. So the customer can hear both the client and customer.

This is the first time I have had anyone complain of this specific issue.

I have personally had it happen a few times in which I answer my Fanvil x6 phone, but the call continues ringing on my Android phone. Simply hanging up the Android stops the ringing while my call on the Fanvil continues uninterrupted.

 

[ChrisC_3CX]

The issue my client has experienced was a customer called his extension, he answered the call and was able to speak with the customer, but the customer was also still hearing the phone ringing. So the customer can hear both the client and customer.

So just so that I do not misunderstand this, an external caller, calls into the 3CX PBX and a 3CX user answers the call on the Mobile or Windows App. After the call is answered, what exactly is still ringing? Is it the Mobile or Windows App, or, is it perhaps the external caller who still hears ringing in the headset and in the same call that was answered and is now an established call and ongoing conversation?

The reason I need to clarify is because, if the above is correct, then the below is a completely different situation:

I have personally had it happen a few times in which I answer my Fanvil x6 phone, but the call continues ringing on my Android phone. Simply hanging up the Android stops the ringing while my call on the Fanvil continues uninterrupted.

If my understanding of the issue is correct and what you're experiencing is what is described above, can you confirm if this is something you can replicate at will? Can you call from any number and get this behavior or at least manage to get the same behavior always when calling from specific numbers?

 

[GWA]

It is the external caller who still hears ringing in the headset and in the same call that was answered and is now an established call and ongoing conversation.

The customer can hear both the client and the phone still ringing. Again, I have only had one occurrence of this issue.


As for the second issue, I have never tried to replicate it, as I said, simply hanging up the android phone stops the issue. You may ignore this issue.

 

[ChrisC_3CX]

It is the external caller who still hears ringing in the headset and in the same call that was answered and is now an established call and ongoing conversation.

The customer can hear both the client and the phone still ringing. Again, I have only had one occurrence of this issue.

If this is the case it may very well have to do with the provider on the other end (the one the caller uses). I do not recommend delving into this especially since it was only one occurrence and very likely not a problem on your end. In any case, I can confirm that 3CX does not send a ringtone so what the other end is hearing is definitely not being generated from 3CX.

 

[GWA]

Thanks for the quick response, it is what I was kind of hoping to hear, but had to due my due diligence in investigating anyways.

Thanks again for your assistance.

 

[ChrisC_3CX]

You're very welcome!

Do feel free to start a new thread should anything else come up!