Solved 16.0.641 - Lost external calls when using queues

[Quentin D]

Hi there,

Since last update I get lost calls when using a queue.
My flow is :
IncomingCall > If not answer in 5 sec > Queue

My phone receives the call but when I take it, I lose it.
I have the same issue using webapp or android app.

I was on "Hosted By 3CX" when I've seen this issue so I rolled back to an "On premise" option but I still have the same problem.

 

[Quentin D]

I have the same issue if I use an IVR to dispatch calls.
The IVR works but when I take the call, I lose it.

 

[AWS2P]

as info given are little short to have a better overview can you answer this please
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Quentin D]

• 3CX Version, PRO 4SC Annual 16.0.6.641
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? OVH
• IP Phone Make/Model/Firmware Smartphone using latest Android app
• Provisioning Method: Local / VPN / STUN / SBC
• Trunk Provider or Gateway Make/Model Orcadis (unsupported but the problem doesn't comes from it)
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[AWS2P]

do a call test from internal extensions do you have same problem of lost calls?

 

[Quentin D]

No. If I call from ext 10 > queue > pick with ext 11 it works.
It only happens from external calls > queue/IVR > internal ext.

FR : Non ça n'arrive que lorsque l'appel vient de l'extérieur. Si je prends l'appel en direct ça fonctionne mais dès que l'appel transite par une file d'attente ou un répondeur, je perds la connexion de mon coté et le numéro externe n'est pas notifié de la perte de l'appel.

 

[Quentin D]

OK forget about that.
Looks like a trunk issue in the end.

I've checked with an OVH trunk and it works.
I will contact my provider to check and fix it.

 

[AWS2P]

how are your trunk settings?
check if you have trunk options like this

 

[Quentin D]

 

[AWS2P]

untick this setting and try

 

[AWS2P]

set like my screen copy , and do a test call

 

[AWS2P]

Le problème est réglé?

 

[Quentin D]

Thank you. It worked ;-)

 

[Quentin D]

Le problème est réglé?

Oui merci