Unable to transfer calls to remote office

[Kyle Jones]

Hi all,
We have 3 offices. The main office with around 20 3CX users and two remote offices with around 5 phones each.
At one of the remote sites calls are working fine except for the fact that we cant transfer calls to them. We can dial them through and the caller hears the hold music but as soon as you hit the transfer button the external call is dropped.
This is only an issue with one remote office, the other is working fine. Both working over VPN

3CXv 16.0.2.910 - Pro
Nothing appears on the dash board even log

Any ideas?

Thanks

 

[JohnS_3CX]

Hi Kyle,

So you have 16.0.2.910 + VPN to remote phone sites (so they should appear as local to the PBX).

1. What models are you using?
2. What is their firmware version?
3. How are they phones provisioned? (LAN / SBC / STUN)
4. Are you using the default 3CX templates or custom?

 

[AWS2P]

Your PBX is local to main site?
Are the phones on remote site all the same brand an model?
Is it a problem with incoming callls from a trunk?
is this problem affects all the phones on the same site?
if phones try to transfert internal calls does it works ?

 

[Kyle Jones]

Yes they do appear as local. Plug a new phone into the network at the remote site and it appears in 3CX just like in the main office.

-Phones are Yealik T23G at all sites
-Firmware version varies between sites but target phones are on 25.73.0.40 which is currently supported by 3CX
-Provisioned by LAN
-Default templates used

 

[JohnS_3CX]

The T23G should all be running on firmware revision 44.84.0.35 currently. Can you check again please?

 

[Kyle Jones]

Sorry my mistake - The target phone I looked at is one of the only W52P's we also have on the network

So to summaries -
W52P - firmware version is 25.73.0.40
Another target phone in the same remote office is a T23G on firmware version 44.81.0.110 - This is out of support. Whats the chances both phones are having exactly the same issue even though they are different models and different firmware?

 

[JohnS_3CX]

Before you wonder about why things misbehave, it is always best to upgrade to the latest supported firmware by 3CX for your PBX version. Then reset and reprovision the devices as per our guides to ensure they are up to par with what we test on our end.

So for the WP52 I suggest to move it up to 25.81.0.30 first and reset and reprovision via the FW link that is included in our guide here https://www.3cx.com/sip-phones/firmware-upgrade-yealink-dect-w52p/

And as for the T23G you should have an update waiting on your PBX for the latest ROM or if you already have it the phone will appear as red in your Phones tab.

Please go ahead and bring them up to date and let us know if this helps solve the problem for you