3CX v20 u8 build 1121 final? callers lost in callback queue

[PeterPotamus]

I'm getting "Event 105 There was a lost Call in Queue Reservations (333) from Caller ID +1XXX-XXX-XXXX" after an event 103 error ever since upgrading to the build previous to v20u8 final.

Event 103 Failed Callback. Callback to number +1XXXXXXXXXX failed. Queue: 333 [Reservations]. caller: +1XXXXXXXXXX

30 day Queue reports show:
Queue Calls Received Callbacks Failed Callbacks
333 - Reservations 2039 29 29

In the detailed call report, Ringing time ranged from 0:00 to 5:00 (numbers are redacted).

This feature was previously working on earlier builds of v20u8.
Any idea whats causing the callback feature to fail?

 

[NikosT_3CX]

@PeterPotamus if you make a call from an internal extension to this Queue and request a Callback, what happens ?
Because based on your description, if there is Ringing Time this means that the agents are being polled and the Callback call
is not answered.
Test with internal extension and let us know.

 

[PeterPotamus]

@NikosT_3CX I called our 333 Reservations Queue and entered the Callback option. The Reservations Queue got the request and called me back on my internal extension without any callback lost errors. So it appears it's working internally.

I've also retested this externally; it appears that the callback from external pops up on the reservation queue panel but disappears/drops before you can patch it through/pick up the call.

This results in a: "3CX: Queue Callback Attempt Failed. A callback to XXXXXXXXXX failed." log/email error notice.

 

[NikosT_3CX]

@PeterPotamus thanks for the feedback. Calling internaly and confirming that the CB works, eliminates the PBX side.
Do you have strict outbound rules on this PBX ?
Meaning, calls only from specific extensions or departments to be allowed to call out ?

 

[Alphabetic]

You could test this is an outbound rule issue by prepending 444 to your QCB and create an outbound rule for calls starting 444, strip 3.

Also, confirm your SC license count and SIP trunk number.

 

[PeterPotamus]

@PeterPotamus thanks for the feedback. Calling internaly and confirming that the CB works, eliminates the PBX side.
Do you have strict outbound rules on this PBX ?
Meaning, calls only from specific extensions or departments to be allowed to call out ?

No strict outbound or ext/dept rules regarding outbound. Just within the US only calling geo blocks.

 

[PeterPotamus]

You could test this is an outbound rule issue by prepending 444 to your QCB and create an outbound rule for calls starting 444, strip 3.

Also, confirm your SC license count and SIP trunk number.

Enterprise 24SC sub valid until well into 2027. We haven't hit anywhere near the max usage of channels last year or this year yet.

The 444 prefix and strip rule appears to complete the calls now. Thank you.. and i just want to confirm; Is this an acceptable rule to keep permanently?