When two softphones in different devices are active

[HiroNikuyama]

Hi Thank you for your support.

We have received some reports from users.
When a user received a call, and two softphones of the extension in different devices are active, a device doesn't stop its ringing even after the user picked up the call in another device.
e.g.
softphones of 1000 are active with a windows client, and android app.
The softphones of both devices are ringing when 1000 is called.
the user picked up the call on the softphone app of android.
But the softphone of the windows client is still ringing.
--same happens vice versa also--

Please kindly advise where should we check?

Best regards

 

[VasilisV_3CX]

Hi @HiroNikuyama,

Just a few questions for clarification:

1. What devices / apps is the extension using? 1000 is provisioned on an android app and 2 windows clients, or was this for example? If yes, does this issue happen when you answer from any of the 3?
2. Once answered, does the call work as intended while the other two continue to ring?
3. Do the calls last longer than 32 seconds?

 

[HiroNikuyama]

Hi @HiroNikuyama,

Just a few questions for clarification:

1. What devices / apps is the extension using? 1000 is provisioned on an android app and 2 windows clients, or was this for example? If yes, does this issue happen when you answer from any of the 3?
2. Once answered, does the call work as intended while the other two continue to ring?
3. Do the calls last longer than 32 seconds?

Thanks for the reply.
Q1. 2 devices --on an android app and a windows client.
Q2. Once answered, the call worked as intended while the other one continue to ring.
Q3. I'll check the end-user.

best regards.

 

[VasilisV_3CX]

Hi @HiroNikuyama,

Thanks for clarifying, while you check with your client, just a couple more things to check:

Q1. 2 devices --on an android app and a windows client.

Just to be sure, we're talking about the old Windows Client or the new Desktop app? I assume the Windows Client, which shouldn't be a problem at all either way.

Q2. Once answered, the call worked as intended while the other one continue to ring.

So this works both ways? If you answer on the Android, the Windows client continues ringing, and visa versa?

 

[HiroNikuyama]

Just to be sure, we're talking about the old Windows Client or the new Desktop app? I assume the Windows Client, which shouldn't be a problem at all either way.

The new Desktop app.

So this works both ways? If you answer on the Android, the Windows client continues ringing, and visa versa?

Yes

 

[VasilisV_3CX]

Alright @HiroNikuyama, I'll wait for you to come back.

 

[HiroNikuyama]

Alright @HiroNikuyama, I'll wait for you to come back.

Hi, it seems this does not happen every time, but sometimes.

>Do the calls last longer than 32 seconds?
Could you be more specific about what the "32 seconds" mean?

・either the call on the device that the agent picked up can last more than 32 seconds or not?
・either the ringing or the device that the agent did not pick up the call continues more than 32 sec or not?
・other

Best regards,

 

[VasilisV_3CX]

Hi @HiroNikuyama,

・either the call on the device that the agent picked up can last more than 32 seconds or not?

This one.