Yealink T46G not functioning properly.

[Nate H]

Having a strange issue where Yealink T46G are not receiving calls properly. Phones are showing available and can call outbound. Inbound calls are immediately going to voice mail. When using the windows soft phone or 3cx cell phone apps calls push through as normal. No changes to any extensions or the server have happened in over two weeks. Attempted reprovisioning and factory reset and provision with no luck. Any ideas?

 

[cobaltit]

What does not receiving calls properly mean? They are going to voicemail, getting a busy signal or what? When using the apps, are these configured on the same extension, part of the same ring group or? What 3CX version?

 

[YiannisH_3CX]

Also are the phones local or remote to the PBX? If remote, did you provision them through an SBC or STUN?
Make sure that the phones have not been set to DND using the *61 dial code.

 

[Nate H]

Not receiving calls properly the phone rings once then goes directly to voicemail. These phones are local to the PBX. Using the apps I tested two extensions with the same issue, by direct dialing the extension and dialing the same ring group they are in. The apps function properly for calls. 3CX version 16.0.910. I will test the DND dial code. Do dial codes not update the status on the phone and webclient?

 

[AWS2P]

Haven't you set too short ringing time for external calls going to no answer destination ?

 

[Nate H]

Ring times are set to 20 seconds. Plenty of time for the phone to ring more than once. Dial code *61 was not enabled the phone quit ringing once before going to voicemail.

 

[AWS2P]

Have you set logs to verbose and see if some logs cans help to understand what happens?

if you do internal call between extensions is it the same? one ring and voicemail?

Did you made changes in some global settings?

 

[YiannisH_3CX]

When you say the phones ring once, you mean you see the IP phone ringing or do you just hear the ringing on the calling side?

 

[Nate H]

I have set the logs and ran wireshark packet trace. Logs specify has failed; Cause: 487 Request Cancelled/INVITE from ###. Wireshark specifies call was sent to the phone properly.

Only global changes made were to the music on hold nothing more.

Yes extension to extension occurs the same as external to extension.

When I say ring once then voicemail. Happens on both the physical side of the phone and the calling side. The caller hears one tone then reaches voicemail. The Yealink will ring once then stop when the caller is directed to voicemail.

 

[AWS2P]

Can it be like an auto-answer mode ?

All the pbx phones are affected or only a few?

 

[YiannisH_3CX]

Are the phones local to the PBX or remote? IF remote are you using STUN or SBC? Also make sure that the phones are running the supported firmware and are provisioned using the default template.

 

[Nate H]

Brought in two other partners to look at the PBX and we all agreed it was a bug with the PBX all provisioning and configuration was correct. We had to wipe and restore from backup all runs well again.

 

[CentrexJ]

You probably used the ‘splash’ ringtone which on the Yealink phones makes a quick ring and stops.

 

[YiannisH_3CX]

Brought in two other partners to look at the PBX and we all agreed it was a bug with the PBX all provisioning and configuration was correct. We had to wipe and restore from backup all runs well again.

Glad to see the issue has been resolved and thank you for updating the thread with your solution. However how did you come to the conclusion that this was a bug? Do you have any logs that support this? I am asking so we can identify it and fix it, if this was indeed a bug in the system. Did you or any of the other partners open a ticket with our support department so we can identify the issue?