Call disconnect

[kclark]

First post, so I am sorry if I am missing any info. I have an odd issue with one of my customers. When a user is starting an outbound call (still just ringing), an inbound call comes in to the ring group they are a part of, the outbound call is disconnected. If i uncheck the "accept multiple calls", then it works fine, but the user doesn't see that there is another inbound call. The receptionists need to see the additional call coming in. We are on Version 16.0.9 and using Fanvil X6U, but I'm not sure that makes any difference. I also have the parameter, ALLOWUSEBUSYOPTFORGROUP, set to 1, because this was also required for the ring group members to see a 2nd inbound call. Hopefully someone is able to point me in the right direction to clear up this issue.

 

[Evolute IT]

I also have the parameter, ALLOWUSEBUSYOPTFORGROUP, set to 1

In this case, please set it back to 0, reboot the system and see if the issue persist.

This parameter is not supported and causes many known issues.

 

[leejor]

When a user is starting an outbound call (still just ringing), an inbound call comes in to the ring group they are a part of, the outbound call is disconnected. If i uncheck the "accept multiple calls", then it works fine, but the user doesn't see that there is another inbound call.

An inbound call should not cause an existing call to drop. Does this also happen once the outbound call is connected?

This might very well be caused by your use of the ALLOWUSEBUSYOPTFORGROUP option. 3CX discourages it's use because of the possibility of unforeseen behavior, and this might be one of those cases. It's also possible that there is something in the way you have your setup/network, that is causing this.

If you have not yet done so, check the 3CX Activity Log (Verbose), to see if there are any clues as to why the call might be dropping.

 

[kclark]

@Frederick Marcoux - I changed the option back to 0 but I'm not seeing the services under Dashboard. Is there another way to restart with out going to the host server. Im also checking with the team that did the install on that part.

@leejor - If the outbound call is already answered, the inbound call doesn't cause a disconnect. The disconnect only happens when the outbound call is ringing. That seems odd that ALLOWUSEBUSYOPTFORGROUP isn't supported. I saw it wasn't supported on a post back from 2018,and assumed it would have been fixed. If that option can't be used, how is a reception group supposed to see an additional inbound call? Ex. She may be on an internal call and sees that a customer is calling, so she cuts the 1st call short. Is there something else that we can change to allow that?

I dont have the verbose option on but this is one of the test calls I made this morning.

09/03/2021 8:59:35 AM - [CM503003]: Call(C:676): Call to <sip:234@<servername>:0> has failed; Cause: 487 Request Terminated/INVITE from <IP Address>

 

[ChrisC_3CX]

If that option can't be used, how is a reception group supposed to see an additional inbound call?

If the second call is a call that's routed directly to the receptionists extension as opposed to a call that's routed to a Ring Group, and the receptionists extension has "Allow Multiple Calls" enabled, then the extension will be able to receive that second call and therefore choose to answer it or not.

Also, just want to confirm that modifying parameters such as "ALLOWUSEBUSYOPTFORGROUP" is indeed not recommended unless instructed to do so by a 3CX Engineer. As previously mentioned, the particular parameter has indeed been known to cause issues in the past so it would not be unlikely if it is the culprit in this case also.

 

[kclark]

If the second call is a call that's routed directly to the receptionists extension as opposed to a call that's routed to a Ring Group, and the receptionists extension has "Allow Multiple Calls" enabled, then the extension will be able to receive that second call and therefore choose to answer it or not.

Also, just want to confirm that modifying parameters such as "ALLOWUSEBUSYOPTFORGROUP" is indeed not recommended unless instructed to do so by a 3CX Engineer. As previously mentioned, the particular parameter has indeed been known to cause issues in the past so it would not be unlikely if it is the culprit in this case also.

The main number for my client is set to route to a ring group because there are multiple people that will act as receptionist. They are not all at the reception desk, so as far as I'm aware we need to use the ring group to accomplish all those phones ringing at the same time. So, because of this, the inbound calls don't route directly to any user's extension.

I wasn't instructed by an engineer to enable that option, it was just something I found to solve the problem of seeing multiple calls in a ring group. I dont recall ever having an issue like this with other phone systems. So how can I get this setup to work?

Also, I don't see a way of restarting the services from the Dashboard., is there some reason that Services would be a missing option in the admin web page?

 

[ChrisC_3CX]

In that case, I would recommend using a Call Queue instead of a Ring Group. That way, additional calls will at least be able to stay in the queue until an agent is available instead of going to the destination if no answer.

Also, I don't see a way of restarting the services from the Dashboard., is there some reason that Services would be a missing option in the admin web page?

Is this where the option is missing from:


Could you provide a screenshot?

Also:

• Is the PBX hosted or on-prem. If hosted, with who?
• What's the OS the PBX is running on?
• Are you logged into the Management Console as the main administrator account?

 

[kclark]

In that case, I would recommend using a Call Queue instead of a Ring Group. That way, additional calls will at least be able to stay in the queue until an agent is available instead of going to the destination if no answer.


Is this where the option is missing from:
View attachment 24288

Could you provide a screenshot?

Also:

• Is the PBX hosted or on-prem. If hosted, with who?
• What's the OS the PBX is running on?
• Are you logged into the Management Console as the main administrator account?

Looks like it was me just missing Services multiple times, thank you.

We have the PBX hosted in our data center
Its running on Debian
The admin user is the one setup during install, but this question is likely just important from me missing seeing Services.

The queue works similar to the Ring Group though in that a person can't see an additional call coming in to know that she may need to cut an internal call short to pickup a customer call coming in, right? Users would also need to sign into the queue each day? I'm going to see about just having inbound calls going direct to the main receptionist extension, then if that doesn't answer, hitting a RG of the others, and then finally going to the Digital Receptionist. Im not sure if they would want to let it ring that long though

 

[leejor]

The queue works similar to the Ring Group though in that a person can't see an additional call coming in to know that she may need to cut an internal call short to pickup a customer call coming in, right?

Queue agents are meant to handle one call at a time. The caller(s) will remain in the queue, until an agent becomes available.

It does give you the flexibility of adding agents quickly, if it becomes busy.

 

[ChrisC_3CX]

The queue works similar to the Ring Group though in that a person can't see an additional call coming in to know that she may need to cut an internal call short to pickup a customer call coming in, right?

That's correct, though, there are other ways to achieve this, such as, keeping an eye on the 3CX Switchboard for a second call in the Queue. If it is a call that needs to be picked up immediately, the agent can manually park it and then use a shared parking button to retrieve the call.

Users would also need to sign into the queue each day?

Users do need to log in to receive calls, but, if they never logout then there would be no need for them to log in the next day.

 

[kclark]

@ChrisC_3CX @leejor - The queues could possibly work for them then. If someone calls to a queue, do they just here ringing while they are waiting? Is there anything that would cause an extension to log out of the queue (i.e. phone restart)?

Would the desktop app give some kind of popup notification of a new call?

Thank you guys for the additional ideas.

 

[SweetAction]

@ChrisC_3CX @leejor - The queues could possibly work for them then. If someone calls to a queue, do they just here ringing while they are waiting?

You can choose the tone (including a ringing tone, but is not default.

Is there anything that would cause an extension to log out of the queue (i.e. phone restart)?

User clicking log out, status set to log them out, etc. But in general, I have had users logged into queues for years. 3CX updates may log users out.
You can remotely log people back in.

Would the desktop app give some kind of popup notification of a new call?

Thank you guys for the additional ideas.

Yeah, desktop app is for the agent, not the queue so will work as it does today