Call disappears from queue after transfer

[Phill.]

Been having an ongoing issue where a call is transferred, it temporarily dissapears from the call queue view on both the web view and the client application, it then re-appears with correct call duration.
Any reason for this?

We use Yealink supported phones (latest supported firmware) with unique ports for each phone with PBX delivering audio option selected.

 

[YiannisH_3CX]

Hello @Phill.

Can you describe the call flow with more details so we can understand the issue? Does the call come directly into the queue from the trunk or is it transferred there by someone? Is it transferred out of the queue or to another queue?

 

[Phill.]

@YiannisH_3CX
external caller comes in via sip trunk, answered by the first agent in a call queue. The call is then transferred (either consult or blind) to an agent that is not in the queue. That is when the call disappears from both online switchboard and the desktop application versions.

 

[YiannisH_3CX]

The call should disappear from the Queue view as it is transferred out of the queue but if you are looking at all calls the call should still appear there after the transfer. I tried to replicate the behaviour but the call is visible in the all calls view. What PBX version are you using? You can see the exact build number on the dashboard under the information column next to the licence info.

 

[Phill.]

@YiannisH_3CX
Version 15.5.13103.5
.

 

[YiannisH_3CX]

You mentioned that the call disappears and then comes back. How long does the call disappear for? Are you facing any other issues with presence? Is the call visible in the all calls view of the web client?