Call disconnects after 60 seconds

[Beuningen IT]

Today one of my customers came to me with the problem that a call got disconnected after 60 seconds. The user in question was on the phone while he received another call on his directly accessible phonenumber from outside.Just at the moment a phonecall should transfer to a call queue (after 60 seconds), the line dropped and the user on the other line got disconnected. This seems to be a quite big bug somehow. How can we resolve this?

Call Log:


Activity Log:


Forward Rules:

 

[AndreasPo_3CX]

I have tried to replicate this issue based on your description but was not able to. The call gets forwarded to queue as it should.
So you should not consider this a bug.
Can you give us a few specifics?

Does this happen often or was this a one time thing?
Is there any chance that the call was just dropped by the caller or did you confirm with themn?

 

[Beuningen IT]

This happened twice today. It's not a very common thing to happen, as most phone calls are rather short and this only happens when someone calls the user on their direct number. Today it happened twice, first time the customer reports it. I confirmed that the customer didn't drop the call, they simply just got disconnected.

I will try to replicate it myself too and see what happens.

 

[NicholasP_3CX]

Some things to look out for when performing your test. Confirm that the Destination if no answer is not set to "End Call" and that there are agents logged in to the queue.

If there are no agents logged into the queue at this time and the Destination if no answer is set to end the call, then this would be normal behaviour, which would also explain why this is not a common occurrence.

 

[Beuningen IT]

I've just tested it myself. When I'm on the phone with one of the employees and I call their direct phone number, they receive a second incoming message. As soon as the employee decides to not accept that second call, after a minute the line gets disconnected. However, I figured out that the second call doesn't even get picked up by 3CX. I'm just receiving a dial tone/transition tone when calling. That's incorrect, as 3CX should pick it up and put it into a call queue as soon as someone doesn't respond. How do I change this?

 

[NicholasP_3CX]

I've just tested it myself. When I'm on the phone with one of the employees and I call their direct phone number, they receive a second incoming message. As soon as the employee decides to not accept that second call, after a minute the line gets disconnected. However, I figured out that the second call doesn't even get picked up by 3CX. I'm just receiving a dial tone/transition tone when calling. That's incorrect, as 3CX should pick it up and put it into a call queue as soon as someone doesn't respond. How do I change this?

This would require disabling the "Accept multiple calls" option (which you have active on this user), so if an extension is busy, the call is transferred immediately.

 

[Beuningen IT]

This would require disabling the "Accept multiple calls" option (which you have active on this user), so if an extension is busy, the call is transferred immediately.

That's something I understand. However, I want people to receive multiple calls. If I create a call queue then a second line doesn't get dropped obviously, but the employee doesn't see the call immediately.

 

[JohnS_3CX]

Does your provider perhaps end the call if the PBX does not answer within 60 seconds?

Providers also have a maximum timeout that they will send INVITEs for and then drop the call.