3CXPhone keeps ringing after call has been Picked

[babafemi A]

Hi Everyone

We have a mini call center of 6 Agents using 3CXPhone Client on 3CX Server version 12. The agents using 3CXPhone started experiencing a background ringing after picking the call. the ringing stops once they hear the caller. We have been using the system for 4years without issues and we didn't make any change to the network or Computers as well as server. i observed that this behavior is peculiar to only 3CXPhone, hardware phones works fine. We are using two GSM Voip Gateways (openVox and Dinstar UC2000) and 3CX Server is installed on HP DL360, 8GB RAM and SAS 10K HDDs. Please has anyone experienced this or know what could be going on.

Regards

 

[leejor]

Does this happen only on queue calls? Calls from both outside (through gateway) and inside, from another extension? All agents? Every call?

the ringing stops once they hear the caller.

So once the caller starts talking, or during a short period just before the call sounds to be "connected".
Do the callers hear this?

 

[YiannisH_3CX]

Hello @babafemi A

I would recommend upgrading the PBX to the latest version and see if you replicate the issue there before doing any troubleshooting.
I would also recommend using supported devices where possible to avoid any compatibility or configuration issues.

 

[Vali_3CX]

Also for me isn't clear what OS is the 3CX client (Windows/MAC/Android/iOS) and what version.

 

[babafemi A]

Does this happen only on queue calls? Calls from both outside (through gateway) and inside, from another extension? All agents? Every call?

So once the caller starts talking, or during a short period just before the call sounds to be "connected".
Do the callers hear this?

This happens on both Queue call coming from the gateway and calls from other internal extensions to Agent extension only on 3CXPhone client. if we configure the same Agent extension on hardware phones, it works fine with no background ringing. All other internal calls are okay

No the caller does not hear this sound. Only the Agent

 

[babafemi A]

Also for me isn't clear what OS is the 3CX client (Windows/MAC/Android/iOS) and what version.

Hi Vali.

3CX Windows8 Phone (version 12.0.37098.0) runs on Windows 7 Professional Service Pack 1 on Dell Optiplex 960

 

[babafemi A]

Hello @babafemi A

I would recommend upgrading the PBX to the latest version and see if you replicate the issue there before doing any troubleshooting.
I would also recommend using supported devices where possible to avoid any compatibility or configuration issues.

Hi Yiannish

Thank you for the suggestions.Like i mentioned, we have used the system for over 5 year without issues and we run a 24/7 critical call center. Other hardware phones work very well with same set of gateways that we have in use. Our issue is with the Agents using 3CXPhone. As for the upgrade, we were considering that but with this current issue, my management will not agree until its resolved.

 

[Vali_3CX]

To me sounds like an early-media issue.