Solved Unexpected auto-answer with v18 and legacy Windows app

[mcbsystems]

I've recently migrated from v16 Standard to v18 Pro, both self-hosted on Azure.

With legacy 3CXPhone v16.3.0.261 running, calls are auto-answered even though Auto Answer is not highlighted:



If I highlight Auto Answer, calls are still auto-answered. (It's not just that the setting is backwards.)

If I downgrade to 3CXPhone v16.3.0.220, calls are still auto-answered. (It's not just in the latest release.)

If I Exit from 3CXPhone, calls are not auto-answered. (Also confirmed that the Yealink T54W has its auto-answer disabled.)

The Yealink is connected through a v18 SBC on Windows. The 3CXPhone is apparently connected directly the Azure server--there is no reference to the SBC in its provisioning file.

3CXPhone is in CTI mode so the Yealink goes off-hook when 3CXPhone auto-answers.

I don't see anything in the SIP or 3CXPhone logs that seems relevant. The Activity Log shows that the extension joins the call:

09/13/2021 4:59:24 PM - [CM503007]: Call(C:37): Extn:10 has joined, contact <sip:[email protected]:5060/UDP>

The EBP.log indicates that it's trying to open some CRM that is not installed (and that I don't recognize):

9/13/2021 4:59:24 PM - CallStatusChanged - CallID='37:2' - RealTimeCallID='37' - Incoming='True' - OtherPartyNumber='61912345678' - State='Ringing'
9/13/2021 4:59:24 PM - Call arrived - contactNumber='61912345678' - callType='Inbound' - callId='37'.
9/13/2021 4:59:24 PM - EBP to be called with cmd: C:\Program Files\EBP\CRM8.0FRFR40\EBP.CRM.Application.exe /database="C:\Users\Administrator\Documents\EBP Demo CRM 8.0 FR Ligne Open Line.ebp" /voipcall="61912345678"
9/13/2021 4:59:24 PM - Error while trying to execute EBP: The system cannot find the file specified
9/13/2021 4:59:24 PM - CallStatusChanged - CallID='37:2' - RealTimeCallID='37' - Incoming='True' - OtherPartyNumber='61912345678' - State='Connected'
9/13/2021 4:59:24 PM - Call connected - callType='Inbound' - callId='37'.
9/13/2021 4:59:29 PM - CallStatusChanged - CallID='37:2' - RealTimeCallID='37' - Incoming='True' - OtherPartyNumber='61912345678' - State='Ended'
9/13/2021 4:59:29 PM - Call ended - callType='Inbound' - callId='37'.

Any thoughts on why 3CXPhone is auto-answering?

Thanks,

 

[NickD_3CX]

I have a strong suspicion that this weird line you see regarding CRM is either a custom integration, or you you have enabled to launch an external application from the menu Advanced Settings --> Behavior.

As a first step, I'd suggest this:

1. Exit the 3CXPhone on this PC
2. On another PC, preferably somewhere you have never installed 3CXPhone, install the app and provision it to the same extension using the provisioning file from the Welcome Email.

Does the same happen?

Also, from where are you calling this extension? You aren't performing an intercom call using a dial code right? Or the extension is in a Paging Group?

 

[mcbsystems]

I am testing by calling in from a cell phone (through Google Voice).

Thanks for the reference to Advanced Settings --> Behavior. That led me to the cause of the auto-answer. With 3CX Standard, I had configured 3CXPhone to call my app directly. With the appropriate parameters, that will pop the record in my CRM. Now that I've upgraded to Pro, I deleted the custom parameters, which reverted to %CallerNumber% %CallerDisplayName%. When 3CXPhone calls my app with a phone number, my app thinks it is trying to dial OUT. So while it is receiving an incoming call, it immediately dials out, thus taking the phone off hook. Once I unchecked "Launch application on incoming call", the auto-answer behavior stopped.



As for the weird CRM integration, EBP integration was announced on the 3CX blog here. It is being loaded as "DotNetScriptPlugin" from this line in C:\ProgramData\3CXPhone for Windows\PhoneApp\3CXWin8Phone.user.config:

<add key="CRMPlugin" value="CallTriggerCmdPlugin,CommandLineAPIPlugin,DotNetScriptPlugin"/>

There are several other DotNetScript files in the same folder. Checking my development files, I found an EBP.zip dated 7/19/2017 with my 3CX 15 files. I must have installed it as a sample to see how the integration works. I don't see an uninstaller, so I uninstalled 3CXPhone and my app, renamed these folders:

%AppData%\3CXPhone for Windows
%ProgramData%\3CXPhone for Windows\PhoneApp

then re-installed. And yet the EBP DotNetScriptPlugin is still installed!

Finally with the help of an old version of this page, I found the source: a legacy client-side CRM integration being distributed by the server:



Clicked that little "X" to remove it, uninstalled/renamed folders/reinstalled 3CXPhone, and the DotNetScriptPlugin is STILL there, but there is no EBP subfolder, and no EBP.log file is created in %AppData%\3CXPhone for Windows. I'm guessing DotNetSciptPlugin is a generic name that loads any legacy CRM, if present?

In any case, the auto-answer has stopped and I think I'm finally rid of the EBP integration. Phew!

 

[NickD_3CX]

Excellent!

Thanks for sharing the solution and glad to hear you got things sorted out!