Solved v20. Having a huge problem with extension going to DND with no user intervention.

[opennube]

My setup.
Brand new installation of v20 on 3CX servers. (mistake? probably). Two offices, one in Miami, one in Orlando with 3CX SBC in each office and most of the desk phones are Yealink 46S phones, except for the conference phones. Users are synced with Office 365. All of them using PWA. There is no special schedule or office hours, but I set different departments, all of them with the same time zone and same office hours.
I have a ticket open, but I wonder if I can get a more substantial answer here.
The issue:
Some of the extension (not all, and not the majority, but a significant number of them) simply switch to DND without the user intervention. I have several 3CX installations under me, the only two v20 installs have this issue. I've never had this issue on v18. The problem is that it's very random. 3CX asked me to replicate it, but I can't. Also, they asked me to create the .zip file log and let them know the extension and time that when it happened. It is pretty much impossible unless I stay starring at the system for who knows how long. Finally, it happened to my extension. I did not do anything, until I realized I was on DND. Needles to say the frustration of the office since they cannot call their coworkers.
For the most part, they are the same extensions that have this problem, but not always. For example, it's been a week since I deployed the PBX and mine did not have this issue until today. For one user that was out of town, I manually switched it to "Business trip" but after some random time, it will switch to DND. This user was out of town during the deployment, so by then he never even used the deskphone, the app or anything and the extension kept on changing to DND.
What I tried so far
Rebooting services. Because today all of the sudden and not getting any notification, the SIP service stopped.
I tried the *60, *30 trick on the their desk phones. The issue still persists on thise extensions.
I tried all kind of schedule settings: the "switch status" option, with and without.
I tried having the extension uninstall from the mobile app in case it was the mobile app causing it.

Besides the well-deserved admonition of "you should have not deployed v20 on production." Anybody had this issue? Any suggestion or point me to a possible solution?
Thank you.

 

[Guillaume Bourgeois]

Hi,
Check if Sync Calendar is enabled. If it is, uncheck it.

https://www.3cx.com/docs/manual/microsoft-365/#h.1hlklicqyt4j

 

[opennube]

Hi,
Check if Sync Calendar is enabled. If it is, uncheck it.

https://www.3cx.com/docs/manual/microsoft-365/#h.1hlklicqyt4j

Thank you. I just did. I will report tomorrow if this makes a difference. Appreciate it.

 

[opennube]

@Guillaume Bourgeois It seems like that fixed this problem. I only had one instance this morning, but nothing like it was yesterday before unchecking that option. I can't thank you enough!

 

[Guillaume Bourgeois]

@Guillaume Bourgeois It seems like that fixed this problem. I only had one instance this morning, but nothing like it was yesterday before unchecking that option. I can't thank you enough!

To help you understand what this option (sync calendar) is for, here is:

Sync calendar - this automatically updates 3CX users’ status to Do not Disturb or away based on the "Show As" status in their Microsoft 365 calendar entries. So if you are in a scheduled meeting, your phone will not ring. At the end of the Microsoft 365 calendar entry, 3CX switches the profile back to the previous status. The mapping of “Show As” to 3CX Profiles is as follows:​

• “Busy” or “Working Elsewhere” (Calendar) → “Do Not Disturb” (3CX)​
• “Out of office” or “Away” (Calendar) → “Away” (3CX)​

All the details are here

​

​

It's a great feature when used properly.
This is not a bug.

 

[opennube]

To help you understand what this option (sync calendar) is for, here is:

Sync calendar - this automatically updates 3CX users’ status to Do not Disturb or away based on the "Show As" status in their Microsoft 365 calendar entries. So if you are in a scheduled meeting, your phone will not ring. At the end of the Microsoft 365 calendar entry, 3CX switches the profile back to the previous status. The mapping of “Show As” to 3CX Profiles is as follows:​

• “Busy” or “Working Elsewhere” (Calendar) → “Do Not Disturb” (3CX)​
• “Out of office” or “Away” (Calendar) → “Away” (3CX)​

All the details are here

View attachment 39605





​

It's a great feature when used properly.
This is not a bug.

You are absolutely right. It is a great feature. It was my ignorance. Thank you. I wish the people at 3CX support would have told me that instead of using one of my tickets for nothing.

 

[Charles_3CX]

Regarding your

You are absolutely right. It is a great feature. It was my ignorance. Thank you. I wish the people at 3CX support would have told me that instead of using one of my tickets for nothing.

Regarding this, the ticket that was with tech support had many answers to try to get to the reason for this occurrence. We also asked you to supply us with the support info from the system in verbose logging mode containing the data of the time that this issue happened. This was never received, so we were unable to check what was happening.

I have also sent you a reply to the ticket. But for your information, please check our support procedures before opening tickets so you are aware of what will be required to provide from your side for us to assist in the future.