Agent in call queue not ringing

[Jpmichaud]

Hello,

one of our agent called me about a problematic he have for a little while, some call goes through the whole timeout before going to the destination if no answer but the agent doesnt ring.

According to the log he does get polled. You can see below every 12 second (which is the ring timeout set in the call queue) he get polled again before ending in the VM after the 135 set in the destination if no answer.

a little bit of info he is working from home and working from the webclient no browser extension and he is on wifi


22-01-2021 09:12:46:935 | 9 | [CM503025]: Call(C:4384): Calling T:Queue:8005@[Dev:sip:[email protected]:5483;rinstance=4306a7433d38edb9] for L:4384.1[Line:10000<<8194323344]
22-01-2021 09:12:47:158 | 9 | [CM503002]: Call(C:4384): Alerting Queue:8005 by contact <sip:[email protected]:5483/UDP>
22-01-2021 09:12:47:159 | 9 | L:4384.3[Queue:8005] has joined to L:4384.1[Line:10000<<8194323344]
22-01-2021 09:12:47:164 | 9 | [CM503007]: Call(C:4384): Queue:8005 has joined, contact <sip:[email protected]:5483/UDP>
22-01-2021 09:12:47:382 | 9 | Leg L:4384.2[Ivr:8031] is terminated: Cause: BYE from 127.0.0.1:5483
22-01-2021 09:12:59:622 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:12:59:623 | 9 | Leg L:4384.4[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:13:12:157 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:13:12:158 | 9 | Leg L:4384.5[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:13:24:624 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:13:24:625 | 9 | Leg L:4384.6[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:13:37:134 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:13:37:136 | 9 | Leg L:4384.7[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:13:49:649 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:13:49:653 | 9 | Leg L:4384.8[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:02:077 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:02:082 | 9 | Leg L:4384.9[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:14:709 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:14:709 | 9 | Leg L:4384.10[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:27:242 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:27:244 | 9 | Leg L:4384.11[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:39:750 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:39:751 | 9 | Leg L:4384.12[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:52:230 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:14:52:230 | 9 | Leg L:4384.13[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:15:02:444 | 9 | [CM503003]: Call(C:4384): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:15:02:446 | 9 | Leg L:4384.14[Extn:2348] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
22-01-2021 09:15:02:940 | 6 | [CM503010]: Call(C:4384): Making route(s) from Line:10000<<8194323344 to <sip:[email protected]:5060/UDP>
22-01-2021 09:15:02:940 | 6 | [Flow] Call(C:4384): has built target endpoint: VMail:9999 for call from L:4384.1[Line:10000<<8194323344]
22-01-2021 09:15:02:941 | 6 | [CM503004]: Call(C:4384): Route 1: from L:4384.1[Line:10000<<8194323344] to T:VMail:9999@[Dev:sip:[email protected]:5483;rinstance=2f08b497d741aab0]

Thanks in advance

 

[VasilisV_3CX]

Hello,

Could we verify that the web client is not ringing at all? Have you seen this happen on your colleagues web client while the Web Client page is open?

Can you enable the browser extension and try again?

 

[Jpmichaud]

He mentionned not hearing any ringing and didnt get the popup on the top right corner of the webclient. this is happening at random so its hard to replicate but i will ask him to install the browser extension and see if it happen again.

 

[VasilisV_3CX]

Thank you, we look forward to hearing your update.

 

[Jpmichaud]

Hello,

The same bug happened this time with the chrome extension. It didnt poll him at all but the clientstill waited the whole 2min15second before going to the Voicemail. A little bit of info, the agent that have the bug happened was last connected at 09:01 therefore he was loggedin the queue when it happened.


25-01-2021 09:36:46:838 | 9 | [CM503025]: Call(C:5958): Calling T:Queue:8005@[Dev:sip:[email protected]:5483;rinstance=4306a7433d38edb9] for L:5958.1[Line:10000<<4505023402]
25-01-2021 09:36:47:084 | 9 | [CM503002]: Call(C:5958): Alerting Queue:8005 by contact <sip:[email protected]:5483/UDP>
25-01-2021 09:36:47:084 | 9 | L:5958.3[Queue:8005] has joined to L:5958.1[Line:10000<<4505023402]
25-01-2021 09:36:47:089 | 9 | [CM503007]: Call(C:5958): Queue:8005 has joined, contact <sip:[email protected]:5483/UDP>
25-01-2021 09:36:47:331 | 9 | Leg L:5958.2[Ivr:8031] is terminated: Cause: BYE from 127.0.0.1:5483
25-01-2021 09:39:02:973 | 6 | [CM503010]: Call(C:5958): Making route(s) from Line:10000<<4505023402 to <sip:[email protected]:5060/UDP>
25-01-2021 09:39:02:973 | 6 | [Flow] Call(C:5958): has built target endpoint: VMail:9999 for call from L:5958.1[Line:10000<<4505023402]
25-01-2021 09:39:02:973 | 6 | [CM503004]: Call(C:5958): Route 1: from L:5958.1[Line:10000<<4505023402] to T:VMail:9999@[Dev:sip:[email protected]:5483;rinstance=2f08b497d741aab0]
25-01-2021 09:39:02:973 | 6 | [CM503027]: Call(C:5958): From: Line:10000<<4505023402 ("OC Telus:" <sip:[email protected]:5060>) to T:VMail:9999@[Dev:sip:[email protected]:5483;rinstance=2f08b497d741aab0]
25-01-2021 09:39:02:978 | 9 | [CM503025]: Call(C:5958): Calling T:VMail:9999@[Dev:sip:[email protected]:5483;rinstance=2f08b497d741aab0] for L:5958.1[Line:10000<<4505023402]
25-01-2021 09:39:03:221 | 9 | [CM503002]: Call(C:5958): Alerting VMail:9999 by contact <sip:[email protected]:5483/UDP>
25-01-2021 09:39:03:222 | 9 | L:5958.4[VMail:9999] has joined to L:5958.1[Line:10000<<4505023402]
25-01-2021 09:39:03:231 | 9 | [CM503007]: Call(C:5958): VMail:9999 has joined, contact <sip:[email protected]:5483/UDP>
25-01-2021 09:39:03:468 | 9 | Leg L:5958.3[Queue:8005] is terminated: Cause: BYE from 127.0.0.1:5483
25-01-2021 09:40:01:460 | 9 | Leg L:5958.1[Line:10000<<4505023402] is terminated: Cause: BYE from 208.68.17.52:5060
25-01-2021 09:40:01:463 | 9 | [CM503008]: Call(C:5958): Call is terminated
25-01-2021 09:40:01:464 | 9 | Leg L:5958.4[VMail:9999] is terminated: Cause: BYE from local

 

[VasilisV_3CX]

Hi there,

Can we find out a bit more.

• Does the call go to a queue?
• Do you have an IVR?
• Is there only one extension?
• Can you call the extension directly, and does it still happen?
• Can you give us the version of the PBX and a few more details from here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Jpmichaud]

• 3CX Version, 16.0.7.1078
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? Local
• IP Phone Make/Model/Firmware Yealink T40g (the people from this queue only use webclient)
• Provisioning Method: Local / VPN / STUN / SBC SBC
• Trunk Provider or Gateway Make/Model Voicemeup
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: YES
  
  The call goes through a IVR where it is directed to a Queue
  There is 3 extension in the Queue
  Polling strategy: skilled based round robin
  2 of the 3 extension are skill group1 and 1 extension is skill group 2
  the person experiencing the issue is part of the skill group number 1
  Yes he have his own extension but he isnt called directly on it a lot. I can try to give him call throughout the day and see if the problem is tied to his extension.
  

 

[NickD_3CX]

I can try to give him call throughout the day and see if the problem is tied to his extension.

I think this would be a good start to try and see if it is the Extension, or just the polling of the Queue.