3CX V20 lost calls in queue

[Stephen H]

Greetings,

I've been getting reports of calls dropping while holding in queue. This seems to be timed with the upgrade to version 20 a while ago but only recently been brought to my attention. Our event log shows Event ID 102 and 'Lost call in queue' information which coincides with abandoned calls in call history. Hard to duplicate and capture, although it has been happening quite a bit. I saw in another community post that this issue was solved by disabling Support Re-Invite, however, does not seem to be an option accessible in Version 20.0 Update 5 (Build 551 Release. Any idea how i can resolve this issue?

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[Stephen H]

Is this an issue in this version and can i upgrade to resolve this issue?

 

[motivit.admin]

We are getting the same issue here. Hopefully, someone will enlighten us on how this is being triggered and why.

 

[KyriacosS_3CX]

Hi,

Perhaps this is relevant/helps:

Solved Thread 'Lost Call in Queue - Multiple Notifications - 3CX Hosted 18.0.7.312'

Jul 27, 2023

My customer is receiving Lost Call notifications by the thousands from 3CX. I restarted all the services, thinking it was a glitch, however they continue to receive the notifications. I disabled " Notify Queue Manager when a Queue call is lost" to stop the notifications from 3CX. I suspected that the numbers are spam calls, however my customer verified that the numbers are legit customers of theirs. Pasted below is a truncated and scrubbed list of the notifications I found in the Event Log. IS there a known bug in 3CX that would cause this behavior? Our customer runs 3CX Hosted...

• LaughingBoy
• Replies: 3
• Forum: Phone System / PBX

Best,
K.

 

[Stephen H]

Thanks for the response, @KyriakosK_ I've checked all of the recommendations, assuming this was a caused loop with no answer positions. I'm still seeing abandoned calls. Not seeing 'scrubbed' as indicated in the event file of the poster. Just event 105 call lost in queue
Thanks

 

[KyriacosS_3CX]

This might be obvious, but no chance people are just hanging up because it takes too long to get their calls answered? Just need to remove this posibility.

 

[Stephen H]

I have, the time varies. Ive seen 12 second wait times, sometimes more. The fact that callers are calling back saying their call was dropped also confirms my suspicions.

 

[KyriacosS_3CX]

Could you call from an external line in and do a call quality check?

 

[Stephen H]

I certainly will make this active on all of the call center agents. Will this help in detecting an issue on a call that drops while waiting in a queue before it even reaches a call taker?

 

[KyriacosS_3CX]

As this is extension based, probably not directly - but my thought is to see if the connection between the PBX and the SIP provider is good. I would also check if the server is overloaded, causing call drops.

By the way I see you mentioning both 102 and 105 statuses. Was 102 a mistake or are both present? 102 is when a user presses 2 to ask for callback.

 

[Stephen H]

Sorry, it was only 105. Thanks for the advice to monitor those extensions

 

[KyriacosS_3CX]

This seems like semeral behaviour:

Thread 'V20 Queues not queuing'

Apr 10, 2025

Hi All,

I’ve recently rebuilt a v20 server and in the process on configuring it back up from scratch and either I’m tired and I’m missing something obvious or I’ve just fluked it all this time in my old setup and feel a bit foolish asking.
But why when using a call handling queue with a DID.
Why can’t my inbound callers ‘Queue’
In my testing
If I have two agents logged in, and both are on a a call, why does the next inbound call route to the option destination if no answer and caller hears “no agents available to take your call”

Shouldn’t it put them in the queue until the timeout (1800)...

• pcwg
• queue queue call center
• Replies: 8
• Forum: Phone System / PBX

Was traced on how Teams integration meshes with queues.

 

[Stephen H]

I did see some 102 events this morning, which as you said is a call back request. Should this action show as an abandoned or unanswered call then? I will say that call back looks to be configured correctly as the call back report shows on one group, call backs 2 failures 1 and same on another queue. Abandoned calls also showing 11:10 waiting time and no polling attempts while 3 people were logged in at the time



Now seeing in call log that an abandoned call shows Terminated by Queue. Why would this happen?

 

[KyriacosS_3CX]

For a 102 the queue will then callback the user when their slot arrives - if the user does not pick up then that leads to a 105.

What is the queue Ring Time?

 

[Stephen H]

For a 102 the queue will then callback the user when their slot arrives - if the user does not pick up then that leads to a 105.

What is the queue Ring Time?

The queue ring time is pretty high as they want the call answered. It's at 65000. Although, the 105 being generated if the person being called back does not answer makes sense. Is this why the call is registered as an abandoned call in reporting?

 

[KyriacosS_3CX]

Check if you see, at least frequently an 102 for the same caller as the 105. That would be a good indicator - perhaps the outgoing call is from a different number than what people use to call in, so it gets ignored.

 

[PeterPotamus]

I'm also having issues with the call back. I have check my outbound rules tons of times but I can't get the system to connect to an outside number. The call back feature will only work for internal extensions.
I have even reordered the outbound rules and gotten nothing. Any ideas would help we are about to enter our busy season and this feature needs to work.

 

[KyriacosS_3CX]

I'm also having issues with the call back. I have check my outbound rules tons of times but I can't get the system to connect to an outside number. The call back feature will only work for internal extensions.View attachment 51227
I have even reordered the outbound rules and gotten nothing. Any ideas would help we are about to enter our busy season and this feature needs to work.

Hi,

May I suggest you start a new thread with more details on what your exact issue is, expected behaviour, what goes wrong, anything visible in log files that can help troubleshoot.