Ring Group Bug Report

[doush]

I dont know if this is the correct forum to report bugs. Please move if necessary.
There is a bug in current 18.0 (Build 450) version. (Maybe applies to other versions aswell)

While an IP Phone (extension) inside a Ring Group is on the call and it gets disconnected from the 3CX Server (TCP/IP disconnection such as ethernet cable or VPN), that extension never gets calls from the Ring Group anymore when the connection is restored.
You need to restart the 3CX services to fix the issue.
Easy to Replicate:
1- Inbound call comes in to the SIP Trunk (Grandstream GXW-4108)
2- SIP Trunk Routes Call to Ring Group (Ext 600)
3- IP Phone Extension 102 is inside the Ring Group and rings
4- 102 answers the call. While on the call, connection between the IP Phone and 3CX Server disconnects for a second. Call Drops
5- When the connection restores, Extension 102 is no longer inside the Ring Group.

When you call Ring Group 600 directly from another extension, 102 doesnt ring at all anymore.
It can receive direct calls to its extension number but is no longer a part of the Ring Group.

Restarting 3CX resolves the issue.

 

[doush]

Anyone who could reproduced the bug ?

 

[VasilisV_3CX]

Hi @doush,

Can you provide more information regarding this? https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[doush]

I am not sure how the below info will help any further but as you have requested it is given.
This happened to us 2 times (with 2 different phone models) during the last 2 days when there was a disconnection between the Phone and the 3CX Server while the phone was on the call via the Ring Group. I think it should be easily reproduceable following the above steps.

• 3CX Version,18.0 (Build 450)
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? On-premises
• IP Phone Make/Model/Firmware version, Grandstream GXP-2160 and Yealink T46G
• Provisioning Method: Local (Through Layer 2 Tunnel)
• Trunk Provider or VoIP Gateway Make/Model, Grandstream GXW-4108
• Are custom Phone Templates being used: NO

 

[VasilisV_3CX]

Thanks @doush,

4- 102 answers the call. While on the call, connection between the IP Phone and 3CX Server disconnects for a second. Call Drops

Can you clarify what you mean by Call Drops? Do you mean you no longer hear audio (expected) or that the call drops on the PBX?

 

[doush]

Call Drop = When you are on the call, and the connection between the Phone and the 3CX server disconnects due to layer2 or layer3 problems on the network, so the call terminates immaturely. SIP session drops on the server.

 

[VasilisV_3CX]

Hi @doush,

What I'd like you to do is the following:

1. Switch your PBX to Verbose logging.
2. When this happens again, start a Capture on the PBX. (Management Console >> Dashboard >> Activity Log)
3. Call the IP phone directly, answer the call and hang up 5 seconds later.
4. Call the Ring Group, and don't answer.
5. Stop the Capture, Generate the Support Info and PM me the Support files.