Bug Report -- Drop calls

[Brad Cann]

Gday All,

Maybe this is expected behaviour, but i don't think so.

We run 16.0.8.9 and had someone tell me that someone else ended their call (Another staff member), thinking that this would be a seperate permission, i checked and couldn't see it, it looks like it is attached to the "Rights" Permission of "Perform operations (Divert, transfer, pickup)". What i think is 2 possible bugs:

1. That permission doesn't seem right to "Drop Calls" in the windows client, or any client, i would think the ability to hard drop a call should either be a seperate permission or belong to say maybe, well to be honest, i can't see something it should belong in, without being a specific explicit permission.
2. That that permission allows you to "Drop" anyones calls, not even your own, this should most definitely not be allowed.
3. And when i run a report on that call (I ran a simulated call and got someone else to drop my call) 3cx shows me as having dropped the call, NOT the other 3rd party, who was not a party to the call.

 

[VasilisV_3CX]

Hi @Brad Cann,

We've replicated the behaviour you noticed with regards to the reports showing the extension terminating the call rather than the manager. We're investigating this and we will update you as soon as we're able.

With regards to the permissions, assigning an extension as the manager of the group gives them all of the permissions when selecting the Perform operations (divert, transfer, pickup), you're quite right that Dropping calls is included within this. You can remove the right if you'd like to avoid the situation altogether. However having the report accurately displaying who dropped the call will resolve this issue in a more logical manner, as you can prove who dropped the call and have management inquire after the correct person.

 

[Brad Cann]

Hi @Brad Cann,

We've replicated the behaviour you noticed with regards to the reports showing the extension terminating the call rather than the manager. We're investigating this and we will update you as soon as we're able.

With regards to the permissions, assigning an extension as the manager of the group gives them all of the permissions when selecting the Perform operations (divert, transfer, pickup), you're quite right that Dropping calls is included within this. You can remove the right if you'd like to avoid the situation altogether. However having the report accurately displaying who dropped the call will resolve this issue in a more logical manner, as you can prove who dropped the call and have management inquire after the correct person.

The role is user, and has Perform operations (divert, transfer, pickup), NOT Manager and this still happens. It seems a bit excessive that the permission level that states, divert, transfer and pickup (I would assume just about most users would have this permission, as its basic phone system things, at least to my understanding to be able to transfer a call) also includes drop the calls of any other call that isn't your own, that seems overboard for such a permission, especially as it is specifically not stated as an ability to do that.

 

[VasilisV_3CX]

Hi @Brad Cann,

I understand your point, and it makes sense in the context you're providing. I'd suggest that you contact a Partner to escalate this to the Ideas section to perhaps implement in an upcoming build.

 

[jmitch11]

The role is user, and has Perform operations (divert, transfer, pickup), NOT Manager and this still happens. It seems a bit excessive that the permission level that states, divert, transfer and pickup (I would assume just about most users would have this permission, as its basic phone system things, at least to my understanding to be able to transfer a call) also includes drop the calls of any other call that isn't your own, that seems overboard for such a permission, especially as it is specifically not stated as an ability to do that.

You do not need to enable the user permission to perform those operations because they'll already have that ability with their own extension. Enabling that option will give them that ability for others in the group. This is how it works in our environment so perhaps try to uncheck that box for the user extensions that shouldn't have that power over others.

 

[AndreasP_3CX]

With regards to the permissions those are Group Permissions. Perform operations means exactly this perform all operations. Hard dropping a call is in the same category as picking up a call or transferring a call. This is not a right that should be given lightly to the user (whether you are a Manager or User if you have the permission there is no difference in the way this works). Transferring your own calls to someone else does NOT require you to have that permission, that right is for you to transfer other extension's calls to somewhere else, so for basic telephony functions this is not required. This should be given to an extension that you want to handle other extension's calls, Preferably a Manager.