T38G pickup handset doesn't answer the incoming call

[hernexto]

Hi,

Sometimes on an incoming call, you pick up the handset but it doesn't 'answer' the incoming call. You must press the 'answer' button.

I checked is not a problem of the hardware trigger. I am using latest generig fimware.

Any reason for this?

[Yealink Support]

Hi hernexto,

Could you please provider more info about it for us?
1.May I know how often does this issue occur?
2.What is your phone firmware version currently?
3.Did the issue have existed when you bought the phone from sale? Or after using a period of time? It is an important point for us.
4.Where and who did you buy it from?

thanks in advance

[hernexto]

Hi,

1.- The phone operator says hasn't happened anymore for several days, it occurred only 2+2 times on two separate days (I though it happen more often...)
2.- Firmware Version 38.70.0.125 Hardware Version 21.4.5.160.64.0.0
3.- Usage: Phone has 11 months, never happened before, phone manages 150-200 calls on working days.
4.- I bought it (among 20x T32G more) from a local small distributor called DENOVETEL (in spain) no clue who is their supplier. In case it helps for tracking, s/n is: 1106312123400494

Thanks,

[hernexto]

OK, I just talked with the afternoon's operator (they are 24/7) and he is suffering this from 'always' (he is working here for 6 months)

Any clue about what is happening??

[Yealink Support]

Hi hernexto,

Thanks for your reply.
Do you have the other T38 phones that work well?
Please replace the good handset into the bad phone's. Try again and confirm the issue whether still exist or not.

Any updates, please feedback to me.
thanks

[hernexto]

>> "4.- I bought it (among 20x T32G more)"

There is only ONE T38G, the other 20 are T32 and T22G.

As the T38G handset is physically different (bigger maybe?) to the others... I can not replace it, it doesn't fit.

I verified the button on the base (where the handset resides and triggers) and doesn't look like a hardware problem.

The operator has also a T32G that is used in a very similar way, and doens't show that problem.

thanks,

---

The operator just told me that if we press the trigger-button when it 'seems' to fail... the call is in fact finished !

The only way to talk is to press the "answer" button or the speaker button (if you press it twice, the handset works as spected)

[Yealink Support]

Hi hernexto,

I want you replace the handset in order to exclude the handset hardware issue. Our phone don't have the corresponding configuration about it.
Maybe the offhoke key is defective, you can do RMA.
Our RMA process is if your phone is defective and not out of the warranty, you can contact your local distributor to support on you. It is a fastest way.

thanks

[Daniel Velasco]

(07-11-2014 10:46 AM)Yealink Support Wrote:  Hi hernexto,

I want you replace the handset in order to exclude the handset hardware issue. Our phone don't have the corresponding configuration about it.
Maybe the offhoke key is defective, you can do RMA.
Our RMA process is if your phone is defective and not out of the warranty, you can contact your local distributor to support on you. It is a fastest way.

thanks

Hello,

We have the same problem.

The problem isn't de offhoke button. We have replaced the phone twice. In this case we have model T28 + 3 EXP38 pannel extension.

We have connected DC adaptor of phone and 3 expansion modules.

Sometimes when operator answers the incoming call, the call continue ringing for several seconds, we have to answer the call pressing the "answer" softkey or line key. In this situation the audio ouput is handsfree skeaper and we have to pressing twice the offhoke button because the handset is on the operator's hand.

We don't have the problem when we disconnect the extension pannels.

Firmware Version 2.72.0.75
Hardware Version 1.0.0.39

[Yealink Support]

Hi Daniel Velasco，

Would you please help clear below items:
1. Do you mean this issue won't occur every time when operator anser the incoming call? What is scenario while this issue occurs?
2. Why do you need connect 3 EXP38 to the T28 phone? Could you please export the config.bin file of your phone and send it to me?
Access to web GUI->Settings->configuration tab, click the export button and save the config.bin file in you PC. Then you can past it in this tread.

thanks

[Daniel Velasco]

(09-24-2014 04:09 PM)Yealink Support Wrote:  Hi Daniel Velasco，

Would you please help clear below items:
1. Do you mean this issue won't occur every time when operator anser the incoming call? What is scenario while this issue occurs?
2. Why do you need connect 3 EXP38 to the T28 phone? Could you please export the config.bin file of your phone and send it to me?
Access to web GUI->Settings->configuration tab, click the export button and save the config.bin file in you PC. Then you can past it in this tread.

thanks

Hi,

We connect 3 EXP38 because we need monitoring about 70 extensions and 20-30 speed dials.

I was with operator during 8 hours, and this problems occured 6-8 times with 100-120 calls. The phone was in standby, the phone rings with incoming call, operator answer the call pick up the handset and the call wasn't answered. We needed to answer the call (at 3, 5, 10 seconds, it depens of everey call) by pressing line key, but the audio output was the speaker.

We have noted sometimes the BLF on EXP-T38 are too slow.