Snom D345 shows "Halten" when answering Queue/IVR calls - requires 2× Hold press to recover

[haba-beton]

Hello,

When an agent answers an incoming call routed via a 3CX Queue or IVR on a Snom D345:

1. Agent presses the answer key
2. Phone immediately displays "Halten" (Hold) — no audio in either direction
3. Agent presses the Hold key → call enters Hold state again
4. Agent presses Hold a second time → call resumes and audio works normally

So the agent has to press Hold twice after every Queue/IVR answer to actually be able to talk.

- The 3CX Softclient (Web/Windows) answering the exact same Queue call works perfectly — no Hold display, audio flows immediately on answer.
- Direct extension-to-extension calls on the same Snom D345 also work fine — only calls coming from a Queue or IVR trigger this behavior.

Does anyone know of a way to get the Snom desk phones to behave like the 3CX Softclient on Queue/IVR answer — i.e. connect straight to the call instead of landing in the Hold state first?

Thanks!

 

[AbdullaR_3CX]

Hello @haba-beton,
Can you confirm which firmware version is currently running on the Snom D345 phones?
If the phones are not running firmware version 10.1.175.16, then please update them to that version first.

The latest supported firmware can be downloaded from here https://www.3cx.com/docs/phone-firmwares//

 

[haba-beton]

Hello @AbdullaR_3CX,
yes we are running the latest available version (10.1.175.16).

 

[AbdullaR_3CX]

@haba-beton
Is this the only device behaving like this, or are multiple Snom D345 phones affected?
Have you tried removing the phone from the extension and provisioning it again from scratch?

 

[haba-beton]

The issue affects all our phones, including the Snom D345 and D385. I've already tried that approach, but we manage our own provisioning server. My next step will be to attempt direct provisioning from 3CX. I'll report back with the results.

 

[AbdullaR_3CX]

@haba-beton Please make sure that :

• If the phones are remote to the PBX, they should be provisioned behind an SBC or behind a router phone.
• If the phones are on the same local network as the PBX, then they should be provisioned locally.