Cannot pick up incoming calls

[williamg]

As of posting, using the latest build of BFO (2.0.1.166), there are times where incoming calls does cannot be picked up as there is no prompt, you can hear the ringing and the asterisk server we use does show that there is really a call coming through.

The BFO toolbar is there, however cannot bring click on the calls button when we experience this problem. Restarting outlook seems to fix it. It has happened to all the machines we've installed it on so far however not very frequently, not sure how to reproduce the bug either.

Is this a known issue? Any suggestions would be great help.

Thanks

[Derek Jacobs]

Do you have a wireshark trace taken from the machine in question that shows the invite reaching the machine?

[williamg]

Yes, I can see the invite reaching the machine in wireshark.


Just further observation.. when we experience this problem, we cannot pick up calls from the same caller until we restart outlook, however other callers work fine.

Also when we close outlook, it does not terminate the OUTLOOK.EXE process, we have to end it ourselves.

Should I email you the capture file?

[Derek Jacobs]

That is very odd.
A capture would help, yes.

[williamg]

You must have 6 posts before you can post URL's/Links.

[Derek Jacobs]

It would be ugly in here with SPAM without that restriction.

[williamg]

Hello, has there been any updates regarding this issue?

We are still experiencing the problem after the release of v2.0.2

I have some further observations as to when this occurs, but first let me explain our setup:

We have 2 offices, we have an asterisk server set up in each office. All calls interoffice are voip via iax2 protocol. All other calls uses a real line.

The problem seems to only occur when we do interoffice calls, not everytime, but its the only thing in common when it does occur. All other incoming calls has no issues. If we force the interoffice calls through a real line, it works fine.

X-Lite has no issues with our setup.

[Derek Jacobs]

Hi William

There have been no further product updates at this time.
I'm sorry.

[h4nym]

I also have the same problem... I can hear the ringing sound, but no window in the bottom right hand corner, and the 0 calls stays resolutely on zero!

Just to add - this, for me, is on all calls.

I've had to install X-Lite to get me out of trouble... help!

[Derek Jacobs]

This issue has been reported to engineering.

[birusan]

Outgoing works fine, but incoming does not work every time. Outlook must be restarted. Other soft clients can receive the incoming call.

[h4nym]

Derek

Any news on this? X-Lite isn't really cutting it for me - I need to be able to transfer calls! Do you have an ETA on a fix? Even a temporary hotfix?

Hany

[Derek Jacobs]

Call transfer is not a feature of X-Lite. Please purchase one of our retail products for call transfer support.

[h4nym]

Call transfer is not a feature of X-Lite. Please purchase one of our retail products for call transfer support.

Thanks Derek, I'm perfectly aware that Call Transfer is not a feature of X-Lite. Which is one of the reasons why I did purchase one of your retail products. The one I purchased is called "Bria for Microsoft Outlook". The only problem with your retail product called "Bria for Microsoft Outlook" is that it won't give me any means to answer an incoming call... it will signal the inbound call by playing the ringing tone, but it won't let me pick it up. That's a bigger problem than not being able to transfer a call.

Now - this issue was reported 3 months ago. What's happening with getting this sorted?

[Derek Jacobs]

The issue has been reported to engineering.
Unfortunately I do not have any estimate for when the next release will be.

Having seen this issue before now, have you tried changing your screen resolution or font size to see if that helps?
(Not a permanent fix, more a question)