Strange situation on calls dropping when merging a call.

[Song]

This used to work, nothing changed on the network side or carrier side. Anyway this is strange.
Incoming call to the main line and when they press my extension, I have it ring to my cell phone also. So I picked it up on my cell phone. From my cell phone I put the caller on hold and I call my Dad. My dad pickup and I can hear him, now I put merge call. The first caller dropped but my dad is still on the phone.

So Strange.

I did another test without going through the phone system and have someone call me directly on my cell phone. I pickup and put them on hold and call my dad and merge the call and both party are able to hear each other.

So Can someone tell me what setting is needed or look for? is this a carrier issues or 3cx issues? I mean this has been working before and suddently jus stopped working.

thank you

 

[VasilisV_3CX]

Hi @Song,

What devices are being used here? Your mobile device, any IP phones, web clients etc?

Can you clarify this:

I have it ring to my cell phone also.

Do you mean you have "Ring my mobile simultaneously" enabled? If yes, when calling your father from your phone, are you calling via your phone and not via the 3CX App?


If you do the same thing connecting internal calls, does the same thing happen? Extension calls you, you call your dad and you connect them, are all three connected or does one drop?

 

[Song]

Hi @Song,

What devices are being used here? Your mobile device, any IP phones, web clients etc?

Can you clarify this:

Do you mean you have "Ring my mobile simultaneously" enabled? If yes, when calling your father from your phone, are you calling via your phone and not via the 3CX App?


If you do the same thing connecting internal calls, does the same thing happen? Extension calls you, you call your dad and you connect them, are all three connected or does one drop?

Device being used here is my cell phone only. I have setup the desktop phone under Forwarding Rules with Options: Ring my mobile simultaneously. So when an incoming call come into my extension it will ring to my cell phone at the same time. At this point I pick up from my cell phone. Yes I pickup with my cell phone number and NO 3cx app is installed on my cell phone. I am calling via my cell phone.

Internal calls calling me also dropped. Again this was working and suddenly stopped for whatever reason. I have rebooted the 3cx and restarted all the services with no luck. Anything else I need to do to firgure this out?

thank you

 

[VasilisV_3CX]

Hi @Song,

From my cell phone I put the caller on hold and I call my Dad. My dad pickup and I can hear him, now I put merge call. The first caller dropped but my dad is still on the phone.

This merging is happening from GSM, meaning that the merging not working is something you'd need to discuss with your provider.

Internal calls calling me also dropped.

When a call comes to your extension and you're not on a call, does this happen? Or does it only happen if you're already on a call with your mobile?

 

[Song]

Hi @Song,


This merging is happening from GSM, meaning that the merging not working is something you'd need to discuss with your provider.


When a call comes to your extension and you're not on a call, does this happen? Or does it only happen if you're already on a call with your mobile?

which provider? my cell phone provider or the business line provider? I would assume it will be my business line provider for the 3cx correct? Because if someone call me directly on my cell phone and I put that person on hold and call my dad and merge the call that work fine.

If i'm not on any call it will never drop. Seem like it can only handle one person . Only went merging call. I can go back and forth with the call but merging will drop.l

thank you

 

[VasilisV_3CX]

Hi @Song,

Your SIP Trunk provider, yes. Once they come back to you, let me know. This may require more investigation from our dedicated Support team.