Second call ringing over the first instead of beeping

[JDLAnthony]

Hi all,

I have a user who has been plagued by this issue for a couple weeks. The user is on a call using their 3CX Windows app. When a second call comes in, the normal ring tone plays instead of the light "beep" indicating a second call is waiting. I have not been able to find many resources on this issue or where to check through my research, so I am coming here to see if anyone has seen this before and has any suggestions to try. Thank you!

 

[VasilisV_3CX]

Hi @JDLAnthony,

Do they hear the beep AND ringing? Is the user sure that they only have 1 client open at a time? If they've got the extension registered on another client and have accept multiple calls enable they'll hear the beep plus another ringtone.

Is the ringing only occurring on that extension or is it for multiple in the same location?

If that extension is registered on another device, does the same thing happen?

What version of the PBX is this?

 

[JDLAnthony]

Hi Vasilis, thank you for your reply.

1. They hear only ringing from what I have heard with testing with the user.
2. The user doesn't use the web client, so they only have the Windows client open on their PC. I would need to confirm if they have the client configured on more than 1 PC though. Would if have this behavior if the user has 2 PCs (one at each office) with the Windows app configured on both?
3. The issue only seems to be happening with one user at this time.
4. I'll have to confirm with the user if this is happening on one PC or if it is multiple.
5. The PBX is version is 16.0.9, though we plan to update to 18 soon.

 

[VasilisV_3CX]

Hi @JDLAnthony,

That's rather strange. I'd suggest creating a nice clean new extension and provisioning it to the Windows Client. Test the situation again, does it still happen?

If no, I suggest comparing the two extensions to see what the one has that the other does not.

Would if have this behavior if the user has 2 PCs (one at each office) with the Windows app configured on both?

Yes, if you have the extension provisioned on two separate clients, you'll hear it ring on both however on the one that is busy on a call, you'll hear the beeping as it should (which doesn't seem to be your situation).