unable to call and tranfer calls

Discussion in '3CX Phone System - General' started by luiscarvalho, Oct 8, 2009.

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  1. luiscarvalho

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    Hi everyone!

    For some reason, I am unable to do "call and tranfers" - the caller keeps hearing the "music on ohold" forever. however I can do straigth transfers without any problem.

    I am using the free version.

    any clues?

    thanks!
     
  2. SY

    SY Well-Known Member
    3CX Support

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    http://www.3cx.com/forums/forum-rules-read-to-get-answers-93.html
     
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  3. luiscarvalho

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    I am still clueless on this subject. my provider is voip.telepac.pt

    And here is a copy of the log:

    14:47:44.801 [CM503008]: Call(108): Call is terminated
    14:47:44.801 [CM503020]: Normal call termination. Reason: Busy
    14:47:44.801 [CM503016]: Call(108): Attempt to reach <sip:28@192.168.51.2> failed. Reason: Busy
    14:47:44.801 [CM503003]: Call(108): Call to sip:28@192.168.51.2 has failed; Cause: 486 Busy Here; from IP:192.168.51.29:5060
    14:47:44.739 [CM503025]: Call(108): Calling Ext:Ext.28@[Dev:sip:28@192.168.51.29:5060]
    14:47:44.692 [CM503004]: Call(108): Route 1: Ext:Ext.28@[Dev:sip:28@192.168.51.29:5060]
    14:47:44.692 [CM503010]: Making route(s) to <sip:28@192.168.51.2>
    14:47:44.676 [CM505001]: Ext.21: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA922-5.1.15(a)] PBX contact: [sip:21@192.168.51.2:5060]
    14:47:44.676 [CM503001]: Call(108): Incoming call from Ext.21 to <sip:28@192.168.51.2>
    14:46:28.721 [CM503007]: Call(107): Device joined: sip:21@192.168.51.24:5060
    14:46:28.721 [CM503007]: Call(107): Device joined: sip:+351302068284@voip.telepac.pt:5060
    14:46:28.721 [CM505001]: Ext.21: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, no-replaces, able-no-sdp, recvonly] UserAgent: [Linksys/SPA922-5.1.15(a)] PBX contact: [sip:21@192.168.51.2:5060]
     
  4. mhanson

    mhanson New Member

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    Please explain step by step the problem.

    What I see here is that Ext 21 is calling 28 and it is being denied as busy. So I take it you are trying to call 28 for an announced transfer, is that right?
     
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  5. luiscarvalho

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    My call cames from the ouside and is answered by estension 21. estension 21 calls extension 28 and the the call is placed on hold. however extension 28 is unable to answert the call, and therefore the initial caller is listening to the music on hold forever...

    I have tried this both with the "bria for outlook" client and cisco phones. This only happens with outside callers. and it only happens with "call and transfer".
    with a direct transfer there is no problem. also between internal extensions, call and transfer works.
     
  6. mhanson

    mhanson New Member

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    Ok, so it sounds like this is what is happening.

    the system is seeing 21 and 28 talking, so when the call is transferred, it is seeing 28 as busy.

    In 28s extension page, go to the forwarding rules tab, then change the busy detection mechanism field from PBX to Phone status, that should clear the problem.
     
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  7. SY

    SY Well-Known Member
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    Matthew,

    There is one problem.
    In log:
    It means that 192.168.51.29:5060 responses with busy status to the PBX (which is on 192.168.51.2) I don't think that "use phone status" will fix the problem. :(

    Thanks
     
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  8. luiscarvalho

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    so Stepan, any clues?
     
  9. SY

    SY Well-Known Member
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    Hi luiscarvalho,

    Full description of call scenario together with PBX log which will show PBX activity during the call may help to understand the problem. Otherwise it is just another puzzle...
    Your posts include only desultory information: part of the log, some information of participants etc.

    Could you please try to provide following information:
    1. FULL PBX log for call. from the beginning(call comes to PBX, PBX delivers it to 21, 21 transfers call to 28)
    2. specify participants of call: what is source of call (PSTN, another extension, VoIP provider), what is the device which plays the role of extension 21, what is the device which handles extension 28?
    3. Provide description of configuration (on PBX side) for source of call, extension 21 and extension 28.
    4. (very solid input) complete wireshark capture of network traffic on PBX host (it should be started before call been initiated by the source and should be finished after 40-50 seconds after you perform transfer)

    Thanks

    P.S.
    The "clues" are very simple, just provide information. :)
     
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  10. luiscarvalho

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    Matthew,

    that did the trick.

    Thank you very much!
     
  11. luiscarvalho

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    well, not quite!!

    it seems that it only happens with the outlook BRIA soft phone client, because with the cisco phones, we have no issues and the call is transfered.

    being a windows application, I thought that the firewall on that vista machine had someting to do with it, but after disabling the firewall, the problem persists. I even tried with windows XP, but the same thing happens - music on hold forever, for the initial caller.

    thanks,

    Luis Carvalho
     
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