Another year, another issue with NYE holidays

[Brad Cann]

So,

This year was different to last years total failure to cutover to holiday mode, it did actually cut over, and as we have no prompt on the holiday day, it did go over to "the default "Out of office
IVR" (HOL)", which we have set to after 1 second to go over to our usual Out of hours
Which works without issue (The out of hours) IVR for our oncall person. But this time on the holidays it didn't,


When 2 was pushed, as per the IVR, it tried to divert the call, but the call never happens(See 0 seconds ring/talk time), and it went to voicemail (on this extension), which is disabled for this extension, so basically hangs up the call. Upon restarting all the 3cx services it all works. Also, as we have a hangover day (When a public holiday is on a weekend, you get an extra day off on the next business day), the above also happened again, where it failed to divert to the mobile and did the sequence below:


Our next public holiday is on Australia day on the 26th January, and i don't want this to happen again. From looking at the 3cx forums, i have seen quite a number of people with issues on year changeover (1st january) having issues with the IVR, i'd like to know why this has happened, and what can be done to avoid it happening again, as this is now year 2 in a row with issues. Wether its misconfigured on our end or a bug in 3cx, either way.

 

[YiannisH_3CX]

Hi @Brad Cann

From your description it looks like the switch to Holidays did occur correctly but the forwarding to the mobile phone is what failed and from the call log it looks like that the call was attempted or at least the routing was followed correctly.
The activity log would have been the best place to start looking into this since it would show if the call was attempted or not and what the caused it to fail (if in verbose logging) but since you restarted the services the logs were deleted.
Can you replicate this behavior by adding a "dummy" holiday in the weekend so we can check what is causing this to fail? You will need to set the logging level to verbose and start a packet capture before replication. If you can get the logs we can have a look at the issue.

 

[Brad Cann]

Hi @Brad Cann

From your description it looks like the switch to Holidays did occur correctly but the forwarding to the mobile phone is what failed and from the call log it looks like that the call was attempted or at least the routing was followed correctly.
The activity log would have been the best place to start looking into this since it would show if the call was attempted or not and what the caused it to fail (if in verbose logging) but since you restarted the services the logs were deleted.
Can you replicate this behavior by adding a "dummy" holiday in the weekend so we can check what is causing this to fail? You will need to set the logging level to verbose and start a packet capture before replication. If you can get the logs we can have a look at the issue.

will do when i get a chance.