Sporadically have to press call pickup to answer incoming call after lifting the handset

[Chris@BIT]

Hi There,

Hardware used:

• Headset: Jabra WHB003
• Handset Lifter: Jabra GN1000
  
  
• Headset: Plantronics WO2A
• Handset Lifter: Plantronics HL10

3CX version 15.5.15502

When trying to answer an incoming call we press the button on the headset to answer the call.
The handset is lifted but the phone is still ringing.

We have to press the call pickup button on the handset base in order to pickup the call.
It happens about 1 in 5 calls at worst, doesn't appear to matter if the incoming call is from a mobile or landline.

We also have the 3CX mobile app loaded on our mobiles and desktop app on our workstations as well.

I do not believe this to be an issue with the headsets due to it essentially pretending to be the
handset (used through the handset port on the back of the Grandstream).

Any assistance would be appreciated.

Kind regards,
Chris

 

[cobaltit]

Sounds like a problem with the hook switch. What phones are you using?

 

[Chris@BIT]

Hi @cobaltit

Hah, I listed everything but the actual phone.
The phones we are using are Grandstream GXP2130.

 

[Chris@BIT]

Anyone out there have any ideas as I am at a loss.

 

[JohnS_3CX]

Hi Chris,

Can the handset lifters not be bypassed altogether with headsets you are using?

If not and you have a faulty hook you might be able to use the windows or webclient or CTI mode