Solved Suddenly switch to "do not disturb"

[raptusag]

Hello There,

since the last 2-3 weeks (maybe since the update to v16.0.910) one customer complains that some of their softphones (v16.0.1.0 Mac and v16.0.1.81 Win) automatically switch to the "do not disturb" status without any interaction of the user. So we verified:

• Auto Switch is disabled
• No business hours are configured
• Dial codes (changed) have not been used
• Outlook/O365 is enabled but not yet configured
• Time of 3CX PBX is correct

The logging is set to medium but no information there either. The only "weird" thing in the log is, that every 30 minutes for some extensions there are 40x the following logs "Settings of Extn:*** has been updated". But that was there already before.

Anybody else has this behavoiur?
Anything else we need to look for or which we missed?

Thanks for your input.

 

[3C Technology]

You will need the logging to be at Verbose level to see profile changes. Have you confirmed the calendar for the user/s in question does not have meetings at the same time the profile changes ?

 

[raptusag]

Thanks for the quick feedback

We just changed the logging to verbose.
Further we deactivated the integration with Outlook/O365 (which was not yet configured)

With that the softphone should not be able to access the calendars of the users in question.

Will keep you posted.

 

[3C Technology]

Just remember to turn Verbose off when finished trouble shooting.

 

[JohnS_3CX]

The status can change via

• Desktop Client - Advanced Settings - Switch profile when idle
• PBX Scheduled Auto Switching under extension Forwarding Rules
• PBX Settings - O365 Integration - Calendar / Presence Sync tab
• Pressing DND on supported deskphones or any 3CX soft client

 

[raptusag]

This morning 2 extensions of our customer switched to DND again. We verifed:

• Switch when idle: Off
• Auto Switching: Off
• O365 Calendar: Off
• Time on PBX und Softphone: Synced & Correct

According to the customer they did not press the DND button in the softphone. This user reported us, that the he switched his extension back from DND at exactly 08:23:03.

The log shows the following:

13.09.2019 08:23:24 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:23:03 - Extn:554: Synch devices to dndOFF
13.09.2019 08:23:03 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:23:03 - Extn:554: Starting DND change transaction to dndOFF requested from configuration
13.09.2019 08:23:03 - Settings of Extn:554 has been updated
13.09.2019 08:23:03 - Extn:554: Profile is set to dndOFF
13.09.2019 08:23:03 - OverrideExt.554 has inactive profile override
13.09.2019 08:23:03 - Settings of Extn:554 has been updated
13.09.2019 08:23:03 - Extn:554: Profile is set to dndOFF
13.09.2019 08:23:03 - OverrideExt.554 has inactive profile override
13.09.2019 08:22:57 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5483>
13.09.2019 08:21:29 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:19:34 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:18:27 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5483>
13.09.2019 08:17:39 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:15:44 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:13:57 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5483>
13.09.2019 08:13:48 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:11:53 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:09:58 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:09:27 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5483>
13.09.2019 08:08:29 - MWI Extn:554: sending to sip:[email protected]:5060;rinstance=1-2ef597cc06b747f49d0d09e6f5481734; new=0; total=0
13.09.2019 08:08:03 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:06:08 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:04:56 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5483>
13.09.2019 08:04:13 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:02:18 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:00:26 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5483>
13.09.2019 08:00:22 - Endpoint Extn:554 has refreshed contact <sip:[email protected]:5060>
13.09.2019 08:00:01 - Extn:554: Synch devices to dndOFF
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280019269431
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280019268309
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280019136888
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280019135898
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018990518
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018989151
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Extn:554: DND change request to dndOFF is ignored - same state is charged already
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018818949
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018818080
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018683646
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018682768
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018538078
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018537104
13.09.2019 08:00:01 - Settings of Extn:554 has been updated
13.09.2019 08:00:01 - Extn:554: Profile is set to dndOFF
13.09.2019 08:00:01 - OverrideExt.554 has active profile override until 132128298000000000 (2019-09-13 06:30:00); now is 132128280018374524
13.09.2019 08:00:01 - Settings of Extn:554 has been updated

There is defenitively something weird happening here...

What is "active profile override"?

Any help is appreciated.

 

[JohnS_3CX]

Please check that the user did not manually set a forced DND via dial codes

Dial from the user's phone the code * 60 and then when the command completes also dial * 30

This will ensure that any override is removed (assuming you are using the default dial codes)

 

[raptusag]

Thanks, we will try that and update here.

 

[raptusag]

Thank you very much. This has fixed the problem.
Please mark this thread as solved.