Problem with "Available 2" status and mobile phone

[corotte]

Hi,

i got a problem with function "ring my extension and my mobile at the same time" when using "Available 2" since last service pack (v11, sp3 build 28392.820). It was working well on v11, sp2 build 27588.780

we use the "Available 2" status because we discover that when using this status with "ring my extension and my mobile at the same time" AND with a SIP phone AND a mobile number set, the SIP phone AND mobile ring but mobile phone is also able to answer the call when SIP phone AND mobile phone ring at the same time before going to the forwarding rules. This is not hapening in "Available" status since the mobile phone just "ring" as normal then is transfered to the mobile phone using forwarding rules.

This "function" is REALLY usefull since me and some coworkers are often on the road for emergercy and don't have time (or forget ) to change our status to redirect phone call directly on our mobile phone. It make sure that if we are not in front of our SIP phone to aswer, we will answer using the mobile phone.
It is also usefull since we use the callcenter function. Let me explain :
When a call goes trough a call queue, each extension ring one after the other but does not reach the forwarding rules of the extension since the call need to be answered. Using "Available 2" status as describe will ring SIP phone AND mobile phone and provide us the possibility to answer the call using our mobile phone.

here is the log of a call made to extension 101 set to "available 2" status with "ring my extension and my mobile at the same time". Forwarding rules will transfer the call to the mobile phone.

the call goes like this :
1- i call the PBX
2- IVR for welcome is played so i dial the extension number
3- SIP phone ring but not the mobile phone
4- Since there is no answer, the call is transfered to the mobile phone directly

Here is the log of the call. Note that i've replace the phone number for security in the log.

15-janv.-2013 13:59:33.148   [CM503007]: Call(C:819): Ivr:801 has joined, contact <sip:[email protected]:40600>
15-janv.-2013 13:59:33.146   [CM503007]: Call(C:819): Line:10000<<EXTERNAL-PHONE has joined, contact <sip:[email protected]:5060>
15-janv.-2013 13:59:33.143   L:819.2[Ivr] has joined to L:819.1[Line:10000<<EXTERNAL-PHONE]
15-janv.-2013 13:59:32.939   [CM503025]: Call(C:819): Calling T:Ivr:801@[Dev:sip:[email protected]:40600;rinstance=83ca7e0b251a58be] for L:819.1[Line:10000<<EXTERNAL-PHONE]
15-janv.-2013 13:59:32.928   [CM503027]: Call(C:819): From: Line:10000<<EXTERNAL-PHONE ("EXTERNAL-PHONE" <sip:[email protected]:5060>)  to  T:Ivr:801@[Dev:sip:[email protected]:40600;rinstance=83ca7e0b251a58be]
15-janv.-2013 13:59:32.928   [CM503004]: Call(C:819): Route 1: from L:819.1[Line:10000<<EXTERNAL-PHONE] to T:Ivr:801@[Dev:sip:[email protected]:40600;rinstance=83ca7e0b251a58be]
15-janv.-2013 13:59:32.928   [CM505003]: Provider:[Unlimitel] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Primus-Unlimitel] PBX contact: [sip:PBX-PHONE-LINE@OUR-IP:5060]
15-janv.-2013 13:59:32.926   [CM503001]: Call(C:819): Incoming call from Line:10000<<EXTERNAL-PHONE to <sip:[email protected]:5060>
15-janv.-2013 13:59:32.926   Line limit check: Current # of calls for line Lc:10000(@Unlimitel[<sip:[email protected]:5060>]) is 1; limit is 5
15-janv.-2013 13:59:32.836   [CM503012]: Inbound office hours rule (unnamed) for 10000 forwards to DN:801
15-janv.-2013 13:59:45.537   [CM503025]: Call(C:819): Calling T:Extn:101@[Dev:sip:[email protected]:53147;transport=tcp] for L:819.1[Line:10000<<EXTERNAL-PHONE]
15-janv.-2013 13:59:45.534   [CM503027]: Call(C:819): From: Line:10000<<EXTERNAL-PHONE ("EXTERNAL-PHONE" <sip:[email protected]:5060>)  to  T:Extn:101@[Dev:sip:[email protected]:53147;transport=tcp]
15-janv.-2013 13:59:45.534   [CM503004]: Call(C:819): Route 1: from L:819.1[Line:10000<<EXTERNAL-PHONE] to T:Extn:101@[Dev:sip:[email protected]:53147;transport=tcp]
15-janv.-2013 13:59:45.533   [CM505003]: Provider:[Unlimitel] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Primus-Unlimitel] PBX contact: [sip:PBX-PHONE-LINE@OUR-IP:5060]
15-janv.-2013 13:59:58.153   Currently active calls - 1: [819]
15-janv.-2013 14:00:05.665   [CM503025]: Call(C:819): Calling T:Line:10000>>MOBILE-PHONE@[Dev:sip:[email protected]:5060] for L:819.1[Line:10000<<EXTERNAL-PHONE]
15-janv.-2013 14:00:05.572   [CM503005]: Call(C:819): Forwarding: T:Line:10000>>MOBILE-PHONE@[Dev:sip:[email protected]:5060]
15-janv.-2013 14:00:05.572   Line limit check: Current # of calls for line Lc:10000(@Unlimitel[<sip:[email protected]:5060>]) is 1; limit is 5
15-janv.-2013 14:00:05.572   L:819.1[Line:10000<<EXTERNAL-PHONE] forwards call from Extn:101 to Out#:>>Rule{Rule for Unlimitel}>>MOBILE-PHONE based on rule Fwd[Custom 1/NoAnsw]
15-janv.-2013 14:00:05.572   L:819.1[Line:10000<<EXTERNAL-PHONE] failed to reach Extn:101, reason No Answer
15-janv.-2013 14:00:05.784   Leg L:819.3[Extn] is terminated: Cause: 487 Request Cancelled/INVITE from 192.168.10.249:53147
15-janv.-2013 14:00:05.783   [CM503003]: Call(C:819): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 192.168.10.249:53147
15-janv.-2013 14:00:14.463   Leg L:819.2[Ivr] is terminated: Cause: BYE from 127.0.0.1:40600
15-janv.-2013 14:00:14.257   [CM503007]: Call(C:819): Line:10000>>MOBILE-PHONE has joined, contact <sip:[email protected]:5060>
15-janv.-2013 14:00:14.254   L:819.4[Line:10000>>MOBILE-PHONE] has joined to L:819.1[Line:10000<<EXTERNAL-PHONE]
15-janv.-2013 14:00:11.143   [CM505003]: Provider:[Unlimitel] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Primus-Unlimitel] PBX contact: [sip:PBX-PHONE-LINE@OUR-IP:5060]
15-janv.-2013 14:00:30.153   Currently active calls - 1: [819]

I've been banging my head for weeks now since i have little time to check this issue.
Any ideas ?

 

[eagle2]

What type of trunk you are using for calling mobile phones, is it a gsm gateway (what make, type) or a SIP trunk ?
Ringing mobile phone at the same time depends on the line type used (should be fine with SIP trunks).

Regards

 

[corotte]

it's a SIP trunk

 

[eagle2]

This should work normally on a SIP trunk, unless 'early-media' is active for the trunk (meaning 3CX considers call been answered and stops ringing other destinations). Other possibility is delay of mobile trunk is bigger than forward no-answer time in 'available' profile, then you run into forwarding no-answer mode. Try logging into 'verbose' mode

Regards

 

[corotte]

i've attached a verbose log of the same test call i've explained at the beginning.

i will try to take a closer look as soon as i can since i just do a copy/paste.

eagle2, it seem that i see "early-media" in the log but i did'nt look closely.

Thanks a lot for your help

 

[corotte]

After searching in the verbose log, i still don't find the answer.

Does someone have an idea of what is happenning ?

 

[eagle2]

If you have a support plan, please escalate the case to 3CX support.

My opinion in general is, the 3CX server stops ringing the deskphone, because the call is considered being answered by mobile phone.

Some providers support 'early media', as commented above, and such event could cause this effect. If possible try another provider for calling mobile numbers (another outbound route).

Regards

 

[leejor]

If possible try another provider for calling mobile numbers (another outbound route).

Or, try ringing another outside number, as a test, (perhaps a landline) to see if answer supervision is being passed correctly.

One of the drawbacks of using a mobile number as a forwarded destination is that, (with most having a voicemail option), the call will be considered answered if the line is in use, as the call will go directly to VM.

This, of course, is assuming that answer supervision is being passed correctly.