Call back feature causes hung calls

[Jessi7]

We are on a self hosted server with version 15.5. We have the call back feature enabled for some groups. Users have the 3CX for windows client.

We have an issue where persons who are in the call back queue are getting hung calls. When they receive a call back call, but the person who is being called does not pick up, their line gets hung and they no longer receive any calls from their call queues. They are able to make internal calls. If we go to the system management console and look under active calls, we cannot see a hung call in the system. The only way we have found to resolve the issue is to delete the user completely from the system and re-add them. Our other thought was to restart the SIP service, but we have active calls constantly and do not want to end them. This has been an issue for us from the first day we turned on the call back feature.
Is there somewhere else we should be looking to end the hung call?

 

[YiannisH_3CX]

Hello @Jessi7

If the call is not visible in the switchboard or under the Active calls tab then a restart of the either the SIP server service or the Queue manager service is the only way to drop the call.
I would recommend upgrading your PBX to V16 as there have been updated to the Queue manager that may resolve your issue.