strange issue, door intercom and some 1st calls of day fail

[olowth]

we've got a really weird issue

client reports that when trying to make a call for the 1st time each day it fails, subsequent calls after all go through fine.

this is also happening for a new door intercom (fanvil i20s) that's been fitted. when the call button is pressed it rings the group (804 - Door), it flashes up on the phones and softphones but then immediately terminates. press the call button again and the same thing happens. on the 3rd call it all works. subsequent calls throughout the rest of the day all work.

Any one got any ideas what's happening and how we can make it work?

cdr log
Call 259995,00000C1338C64FDF_71,,2021/09/21 11:13:52,,2021/09/21 11:13:53,Failed_Cancelled,Ext.703,Door,703,804,804,,,,,,,,,Extension,GroupRA,,Door,Door,,

Call 259996,00000C1338C69214_72,,2021/09/21 11:14:09,,2021/09/21 11:14:09,Failed_Cancelled,Ext.703,Door,703,804,804,,,,,,,,,Extension,GroupRA,,Door,Door,,

Call 259997,00000C1338C8D7D1_73,00:00:09,2021/09/21 11:16:38,2021/09/21 11:16:43,2021/09/21 11:16:52,TerminatedByDst,Ext.703,Ext.304,703,304,804,,Ext.304,304,,,,,Chain: Ext.703;Door;Ext.304;,Extension,Extension,Extension,Door,James L,James L,

event log
is attached.

 

[Alphabetic]

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Are you using a supported SIP provider?

I would perform a wireshark trace and see what's happening when you make the calls.

 

[olowth]

thanks for the quick response. unfortunately the SIP provider is custom but that shouldn't matter for the door intercom calls that we've been able to see. with it only happening over night then it would make sense that the door intercom is some sort of timeout / registration issue although the door extension is registered.

3cx pro license 16.0.8.9
Server 2019
On-Prem
Fanvil i20s firmware - 2.8.2.7020
Desktop phones - Snom 715 - 10.1.73.16
Softphones - 16.3.0.220
no custom templates

 

[ChrisC_3CX]

We might need more information to hopefully narrow this down.

For starters I'd recommend providing the information mentioned in the post kieferschild linked to.

 

[olowth]

looks like the door entry function key type was wrong. it was set to PTT, so when ever someone held the call button slightly longer it would call and then on release it would hang up the call. Changing the settings we've been able to replicate the problem. Changing the to type to Hotkey seems to be working fine.

The issue around the 3cx client not dialling 1st thing I've been able to see this. User selects entry from the phone book, then clicks call but nothing happens. Clicks call again and it dials. Looks to me to be a client issue rather than a 3cx server issue. Thoughts?

 

[Alphabetic]

looks like the door entry function key type was wrong. it was set to PTT, so when ever someone held the call button slightly longer it would call and then on release it would hang up the call. Changing the settings we've been able to replicate the problem. Changing the to type to Hotkey seems to be working fine.

The issue around the 3cx client not dialling 1st thing I've been able to see this. User selects entry from the phone book, then clicks call but nothing happens. Clicks call again and it dials. Looks to me to be a client issue rather than a 3cx server issue. Thoughts?

Try and replicating it, reboot the PC.

Try another browser.

 

[JohnS_3CX]

If set like this, it should be OK. Just replace 806 with your destination

 

[JohnS_3CX]

Also make sure you have correctly provisioned the product:


1. Model must be i20S not plain i20



2. Add your destination as a Custom Speed Dial


This will ensure that the correct settings will end up on your device. Make sure to factory reset it first, because leftover wrong settings might still remain from before.