Web client not always dialing to Fanvil phone

[jmatano]

• 3CX Version, 16.0.4.504
• Server OS: Server 2016
• Is the 3CX Server Hosted and where? Local, same LAN
• IP Phone Make/Model/Firmware Chrome Extension & Fanvil X2 or Fanvil X3S (both on latest updates from 3CX)
• Provisioning Method: Local
• Trunk Provider or Gateway Make/Model: Generic and working OK
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

We are having a issue with if we log in to the 3CX Web Client and use the Chrome 3CX app to click to call, where the endpoint is a Fanvil hard phone, there is about 10-20% failure rate that the call never reaches the phone. It sometimes takes as many as 3 attempts before the phone is engaged. It also could take up to 20 seconds before the phone begins to dial.

This issue does not happen if Browser extension or Softphone is being used. I tried watching the call log and event log and nothing shows up unless the phone is connected.

This is definitely business critical as click to dial is key to our business for the sales team. It's one of those things that need to "just work".

 

[jmatano]

Any ideas with this? It's really hurting the people in the office still. Remote through smartphone or chrome extension is working fine.

 

[JohnS_3CX]

Hello,

I was able to conduct some tests with an X3S, and it worked every time.

Unfortunately I was not able to replicate the problem, even when the phone is a remote phone it still works correctly every time.

What I can suggest is when the Fanvil appears to have the problem, just restart it. When it comes online, continue to test it and see if anything changes. If nothing changes, then I would start suspecting the network first, or the actual connection of the phone.

 

[gorbros]

@jmatano
In addition to what @JohnS_3CX suggest, does the phone has the latest firmware?

 

[JohnS_3CX]

Can be found here https://www.3cx.com/support/phone-firmwares/

Also your management console Phones section will inform you if there are any pending updates for phones