Yealink handset status not updating in console

[Darkneopulse]

Hi Guys,

Hopefully this hasn't been answered before, I couldn't find any other threads talking about it.

I have a client whose handset status doesn't match their extension status in the online 3CX console, e.g. they set their phone to DND and it shows as available in the console and they still receive calls, whereas when I set my phone (Same model and firmware) to DND, it displays as DND in the console.

The only other thing that may be relevant is the handset uses auto-switch in the forwarding rules as the handset user is often still there before and after trading hours and doesn't want the phone to ring, as far as I know this works correctly.

Any help is greatly appreciated.

• 3CX Version: Professional Annual 16.0.611
• Server OS Debian 9.9
• Is the 3CX Server Hosted and where? Hosted with Google in Sydney
• IP Phone Make/Model/Firmware Yealink T48s, firmware 66.85.0.5
• Provisioning Method: Direct SIP
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[JohnS_3CX]

Hi,

It sounds like the phone was not properly provisioned. Try reprovisioning it and it should start working normally again.

You can disable auto-switching in the extension temporarily for troubleshooting purposes, although this is probably not causing you the issue.

 

[Darkneopulse]

Hi JohnS,

I realized I forgot to mention that I have already factory reset and reprovisioned this handset.

I may do that temporarily, I was hoping it wouldn't cause issues haha.

Thanks for your Reply!

 

[JohnS_3CX]

What you can do, is run a capture on your PBX and then press DND on the phone.

You would see the phone public IP sending an INFO message to the PBX public IP and the message body will contain something like this


When you press it again, the next INFO message will contain


In both cases you should see a 200 OK coming back from the PBX acknowledging that the command was received.

It would be a good idea to simultaneously also run a capture from the phone (using the Web UI and finding the pcap option) to ensure that both pcaps contain the same messages when you press DND.

1. Obviously if the Yealink pcap shows the phone is not sending them out at all, you have a configuration problem.

2. Equally, if the phone sends the messages but the PBX never got them, you have a network problem.

3. Lastly, if the PBX clearly got them, replied 200 OK but never acted upon them (i.e you don't see the extension status has changed when monitoring the extension in your Webclient) then you have to investigate the PBX and not the phone.

Hope this helps!