Windows Client Keeps Ringing After Answering on iOS App?

[jacobgraf]

When on a Zoom call (for example) on a Windows machine and receiving a call on both an iOS device and the Windows device, the call is declined from the mobile device, but continues to ring on the Windows device for 10-15 seconds. I've instructed the user to make sure to go into DND mode in 3CX during the Zoom call, but sometimes they forget. Ideally, if both the mobile and desktop apps ring and the call is declined (from either device) the other devices should also stop ringing. Is this normal? How do I go about fixing this? Thanks!

• 3CX Version, Professional Annual 18.0 (Build 312)
• Server OS, Ubuntu Linux
• Is the 3CX Server Hosted and where?, On-premises
• IP Phone Make/Model/Firmware version, N/A
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model, Flowroute
• Has the Firewall Checker passed: Yes
• Are custom Phone Templates being used: No

 

[JohnS_3CX]

This is perfectly normal. You could have multiple endpoints on 3CX under the same extension and they will all ring until either one of them answers the call, or until the call reaches the destination if no answer.

The solution is to switch to DND.

 

[jacobgraf]

Got it. Are any of these scenarios normal? This same customer has experienced these as well.

1. iOS and Windows phones ring. Call is answered on the iOS device but the windows phone continues to ring? Simultaneous calls are disabled.
2. iOS and Windows phones ring. Call is answered on the iOS device. Call continues to ring on the Windows device but there is no way to stop it. The Windows app doesn’t show there is an active incoming call but it’s still ringing with no way to mute it other than waiting 7-10 seconds.

 

[JohnS_3CX]

Neither of those are normal. From your description it appears like there is some lag between the time the call gets answered on endpoint A, and until endpoint B receives acknowledgement that the call was answered elsewhere so it can stop ringing.

Otherwise it won't know that it has to stop and it will continue ringing until the timeout.

 

[jacobgraf]

Hmm. Got it. Can you point me in the right direction of how to fix that?

 

[JohnS_3CX]

That sounds a lot like a network issue to be frank, you can easily replicate it by pulling the network cable off of your PC while it's ringing, and then answer from iOS. The PC app will remain in a ringing state until you reconnect your network.

Similarly, Under an unreliable WiFi connection, the PC would miss the notification that the call was answered elsewhere and would stop ringing a little later when the app gets the next message update from your PBX.

If it is a network issue I'm afraid there won't be much else I can suggest

 

[jacobgraf]

No worries. I get it. Every network is different! In my case, it's a UniFi USG along with a few UniFi APs. I will start looking into the network side of things and see if I can track anything down!

 

[JohnS_3CX]

You could temporarily hook your PC up to LAN instead of WiFi, you know just for a couple of days to confirm that the issue goes away entirely before you start looking into the WiFi. It would serve as a good "control" for your test.

Then see if there is anything that can be done to address WiFi issues from there onwards.

 

[JoshuaM]

When on a Zoom call (for example) on a Windows machine and receiving a call on both an iOS device and the Windows device, the call is declined from the mobile device, but continues to ring on the Windows device for 10-15 seconds. I've instructed the user to make sure to go into DND mode in 3CX during the Zoom call, but sometimes they forget. Ideally, if both the mobile and desktop apps ring and the call is declined (from either device) the other devices should also stop ringing. Is this normal? How do I go about fixing this? Thanks!

• 3CX Version, Professional Annual 18.0 (Build 312)
• Server OS, Ubuntu Linux
• Is the 3CX Server Hosted and where?, On-premises
• IP Phone Make/Model/Firmware version, N/A
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model, Flowroute
• Has the Firewall Checker passed: Yes
• Are custom Phone Templates being used: No

I know this is an old topic, but I thought I'd share this here.
There is actually a way for users to decline a call on one device and the call stops ringing on all devices. The problem is that this comes with more than just that, as it's a global parameter. If this is enabled it also means that in a queue with the ring strategy "ring all", if one user declines the call, it gets declined for the queue and whatever is set at "destination if no answer" happens immediatly.
The option is in the parameters and is called "SIP_FORKED_ID_BUSY".
Maybe it has even more impact somewhere in the system, but as the way the queues work with this option set to 0, we have not tested it a lot, as we have no use case for this.