Pick up extension while on a call

[seantp]

If user A's extensions is ringing and user B hits users A's BLF key on their phone they can pick up the call

However, if user B is on a call and they see user A's extension is ringing. They try to put their current call on hold and hit the BLF key to pick the call up. Nothing happens.

Is that just a limitation or is there something wrong?

 

[craigreilly]

On one particular phone brand or many phone brands?

In the scenario - they "try" and put the call on hold. Is pushing the "HOLD" button not doing anything, or the BLF button to pickup another extension not working?

 

[seantp]

The phone in questions is a Yealink T48G, the other office phone is a T46S.

The hold button works, my test call was placed on hold. Then they hit the BLF button and nothing happened. I was calling in on my other line and she saw the BLF line ringing but couldn't grab it and my call went to the next available extension in the ring group.

 

[craigreilly]

Did you have the phone off the hook or in the cradle? dial tone? no dial tone?
Anything in the log files?
Theres no reason this shouldn't work.

 

[YiannisH_3CX]

Hello @seantp

Please describe the call flow so we can try and replicate. Was the call made directly to the phone or is the destination of the call a ring group? Is the extension that tries to pick up the call a member of the ring group?

 

[seantp]

I'm going to try and grab the activity log sometime this week. It's too hard to do during the day, even filtering it down to the extensions there is a lot of data.

All the extensions are part of the same ring group. Ext 130 rings first then Ext 110
I call Ext 110 with its DID. Then I use my cell phone to call into the main line which routes to the ring group. Ext 130 will show BLF110 ringing. They put my first call on hold and then try to pick the call up and the button does not react.

 

[YiannisH_3CX]

I tried to replicate the issue but was unable to. I can pick up the call in this scenario. What PBX version are you running? You can see the exact build number on the Dashboard, under the Information column next to the licence.