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BUG?:3CXPhone CTI triggers auto answer on second call when parking 1st
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nickybrg Offline
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Post: #16
RE: BUG?:3CXPhone CTI triggers auto answer on second call when parking 1st
Craig - in reply to your comment -
Quote: 3cx support saying this is by design... (In other words: We don't feel like fixing this.)

We see that you are not reasoning correctly nor fairly here - To appreciate the challenges of this feature, first you have to understand the underlying technology around the features which are used. CTI and Simultaneous calls cannot go hand in hand together. This is why 3CX states that CTI should be used with 1 call only and not with the phone configured to accept multiple simultaneous calls.

Yes this is by design. The correct implementation to support multiple sim calls requires the support of a new communication protocol which is an advanced version of CTI - this is called CSTA. CSTA is a feature which has to be provided by the Phone manufacturer first. Then it can be used as a CTI replacement.

For the others reviewing this post here are my comments.

tsukraw - We are not seeing a big problem here.
You have 2 calls - When One is parked, we auto answer the next one for you. Yes it would be best if you press answer to take the call but we think this is a small side-effect. Remember you are using CTI with multiple sim calls which is NOT SUPPORTED. CTI is not designed to handle Multiple Sim Calls. CSTA is the correct mechanism to do so. For the record, CSTA is something that only Snom currently supports.
This is the same thing as when you have 1 connected call and another call comes in. When you press ON Line 2 on a phone, it automatically puts the first line on hold. The point I want to make is that there is an automatic action that is made when you have simultaneous calls. In this case, the price you have to pay for using CTI with Multiple sim calls is that the second call will be automatically answered.

Quote:How do you/they suggest our Admin does this? She needs CTI and needs to accept multiple calls.

Its ok - she parks a call and automatically answers the next line. She is a secretary. Her job is to answer calls as fast as possible. If this is not OK use the correct feature for this and put a QUEUE or use the 3CXPhone for Windows in SIP Mode and full presence screen open.

Quote:I know that this issue is related to 3CX and not Yealink but does anyone know how to disable CTI mode for a Yealink phone ?

if you disable CTI Mode for yealink phones, you will operate in Make Call Mode which is an old discontinued functionality which causes problems in the reporting because of the way calls are made. So it is not recommended.
In any case - the correct way to disable CTI is the following: (Invalidates 3CX Support)

1) Go to this location
2) Open the file cti_template.xml
find the Yealink Phone section
3) Comment out the phone model you have from the Models section and from the useragent from the Supportedmodels section.
4) Restart the webserver and your phone will not be recognized with CTI and will work in "Make Call Mode".
5) Restart 3CXPhone for Windows again.
NOTE - this action will disable CTI for ALL Models in your network, So if you have 100 T46's, then all 100 of them will work in Make Call Mode.

Conclusion - If you have 2 sim calls and one is parked, the other one is automatically answered. CTI is designed for 1 incoming call only and will not show the second incoming call come in so you still cannot know who the caller on the second line is. In all fairness, not even the hardphone will show the CID information of the second caller because the display is showing the information of call 1 at that time.
01-06-2015 07:49 PM
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RE: BUG?:3CXPhone CTI triggers auto answer on second call when parking 1st - nickybrg - 01-06-2015 07:49 PM

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