Stuck on shared park after picking up twice

[Lasar Computers]

We are using the 3cx app on windows and when we pick up a shared park call it works fine, but when we put the same call on park and pick it up again it puts us (our extension).
Call comes in
Pickup call
Put call on shared park
Pickup call
Put call on shared park
Pickup call again

At this stage, I can talk to the person, but a shared park is taken up by me and I can't receive calls. We don't notice till we see the manager window and realise that I'm stuck on shared park.

This does not just happen with extensions, Screenshot is our testing, but it does happen with external callers.

 

[VasilisV_3CX]

Hi @Lasar Computers,

Can you replicate this at will? If yes, have a look at the number of lines you have in use. Are you only using Line 1?

Can you replicate this using the Web Client?

 

[Lasar Computers]

Hi @Lasar Computers,

Can you replicate this at will? If yes, have a look at the number of lines you have in use. Are you only using Line 1?

Can you replicate this using the Web Client?

Yes, we can replicate this. It happens mostly on the second time we park someone but does happen on the first sometimes.

We are using 2 Sip trunks. 1 for inbound and all outbound calls and the other just for inbound.
We are unable to replicate this using our internal Yealink phones.

 

[Lasar Computers]

A follow up, I can not replicate this using the webclient and dialing the shared park extensions.

 

[VasilisV_3CX]

Hi @Lasar Computers,

Ensure that when you are doing parking the calls in the Windows Client, no other "Lines" are being used:



What I think may be happening is that multiple lines are being used, this may be why you're unable to reproduce this with the Web Client. Can you verify and let me know?

 

[dmat1175]

We have been dealing with a similar issue since the upgrade from V16 to V18, but in our case it happens with our Yealink phones which are a mix of T53W, T54W, and T58s (all on the most recent firmware). We don't use the web client or desktop apps. A call will be parked and then picked back up, but the shared parking space never frees up and the BLF will remain red. The active call log will show the extension that picked up the call talking to the shared parking spot. If you pick up the parking spot, it will just be playing the hold music. Hanging up again will free up the space. I have been able to replicate this with internal calls and external calls. In our case, we have a total of 20 shared parking spaces, but only SP1 - 6 are BLFs on every phone.

Additional Info:
Hosted 3CX via Azure
Version: 18.0 (Build 307) Enterprise Annual
Provisioning Method: SBC - Windows Server 2016 VM
Trunk Provider: Siptrunk.com
Firewall check passes
No custom templates

 

[VasilisV_3CX]

Hi @dmat1175,

What firmware version are the IP phones using? Make sure they're running the latest version.

Have you tried to factory reset the phones and try again?

 

[dmat1175]

The T53W and T54Ws are all on 96.86.0.45. The T58's are on 58.86.0.20. I just tested factory resetting one T53W and was still able to reproduce the issue.

 

[VasilisV_3CX]

Hi @dmat1175,

Can you go into the Management Console >> SIP Trunks and tell me exactly what the SBC version is?

 

[dmat1175]

SBC version: 18.0.30

 

[ChrisC_3CX]

@dmat1175

I'll PM you for more information on this.

 

[Lasar Computers]

SBC version: 18.0.30

What did Chris PM you, any fixes?

 

[dmat1175]

I sent him some captures from the PBX and our SBC server. I'll let you know what we find out.

 

[Lasar Computers]

We have been dealing with a similar issue since the upgrade from V16 to V18, but in our case it happens with our Yealink phones which are a mix of T53W, T54W, and T58s (all on the most recent firmware). We don't use the web client or desktop apps. A call will be parked and then picked back up, but the shared parking space never frees up and the BLF will remain red. The active call log will show the extension that picked up the call talking to the shared parking spot. If you pick up the parking spot, it will just be playing the hold music. Hanging up again will free up the space. I have been able to replicate this with internal calls and external calls. In our case, we have a total of 20 shared parking spaces, but only SP1 - 6 are BLFs on every phone.

Additional Info:
Hosted 3CX via Azure
Version: 18.0 (Build 307) Enterprise Annual
Provisioning Method: SBC - Windows Server 2016 VM
Trunk Provider: Siptrunk.com
Firewall check passes
No custom templates

This has also happened on the web client since we updated from V16 to V18

 

[GilesT]

@dmat1175

I'll PM you for more information on this.

is there any update on this?

 

[ChrisC_3CX]

@GilesT @Lasar Computers

To keep you guys up to date, here's what we've found with @dmat1175 so far. First off, in dmat's case, it seems to only be affecting IP Phones behind SBCs, mainly T53Ws and T54Ws and upgrading to the BETA SBC showed some improvement.

Before the upgrade to the BETA SBC, dmat was able to replicate this after parking and unparking a call to Shared Parking 4-5 times. Is this the case for you as well?

@Lasar Computers You say this happens on webclient, is it only on webclient or has it happened elsewhere too?

@GilesT On what 3CX Clients/IP Phones does this happen in your case and how are they setup?

Also, if you could both please provide some general information about your instances:

• Hosted where
• What OS
• What exact 3CX version
• How many extensions in total
• System specs

If this is a general issue and therefore there's a common cause, there must be some commonalities between cases so the more info we gather the better.

 

[Lasar Computers]

@GilesT @Lasar Computers

To keep you guys up to date, here's what we've found with @dmat1175 so far. First off, in dmat's case, it seems to only be affecting IP Phones behind SBCs, mainly T53Ws and T54Ws and upgrading to the BETA SBC showed some improvement.

Before the upgrade to the BETA SBC, dmat was able to replicate this after parking and unparking a call to Shared Parking 4-5 times. Is this the case for you as well?

@Lasar Computers You say this happens on webclient, is it only on webclient or has it happened elsewhere too?

@GilesT On what 3CX Clients/IP Phones does this happen in your case and how are they setup?

Also, if you could both please provide some general information about your instances:

• Hosted where
• What OS
• What exact 3CX version
• How many extensions in total
• System specs

If this is a general issue and therefore there's a common cause, there must be some commonalities between cases so the more info we gather the better.

No, it only seems to happen on the 3CX App. Webclient and our fanvil phones are fine.
Hosted on AWS
Debian OS
Version 18.0.237
26 Extensions
t2.micro instance
https://aws.amazon.com/ec2/instance-types/

 

[ChrisC_3CX]

Hey @Lasar Computers , I'll PM you for more information on this.

 

[GilesT]

@GilesT @Lasar Computers

To keep you guys up to date, here's what we've found with @dmat1175 so far. First off, in dmat's case, it seems to only be affecting IP Phones behind SBCs, mainly T53Ws and T54Ws and upgrading to the BETA SBC showed some improvement.

Before the upgrade to the BETA SBC, dmat was able to replicate this after parking and unparking a call to Shared Parking 4-5 times. Is this the case for you as well?

@Lasar Computers You say this happens on webclient, is it only on webclient or has it happened elsewhere too?

@GilesT On what 3CX Clients/IP Phones does this happen in your case and how are they setup?

Also, if you could both please provide some general information about your instances:

• Hosted where
• What OS
• What exact 3CX version
• How many extensions in total
• System specs

If this is a general issue and therefore there's a common cause, there must be some commonalities between cases so the more info we gather the better.

Phones: Yealink SIP-T46S (maybe others but i am unable to contact customer currently to confirm)
Hosted where: MSP cloud hosting (Perth, Western Australia)
What OS: Debian 4.19.208-1
What exact 3CX version: v18 update 2 build 314
How many extensions in total: 304
System specs:

CPU: 2vCPU
RAM: 4 GB​

Disk1: 25 GB​

Disk2: 10 GB​

 

[NickD_3CX]

Phones: Yealink SIP-T46S (maybe others but i am unable to contact customer currently to confirm)
Hosted where: MSP cloud hosting (Perth, Western Australia)
What OS: Debian 4.19.208-1
What exact 3CX version: v18 update 2 build 314
How many extensions in total: 304
System specs:

CPU: 2vCPU​

RAM: 4 GB​

Disk1: 25 GB​

Disk2: 10 GB​

Are the IP Phones configured to work via an SBC? If yes, what is the version of the SBC?