Call History For Queue Calls in v16

[neb2989]

Since upgrading to v16 from v15.5 every call that comes into our queue logs an incoming call in our call history for every time the phone is polled. This is visible in the call history section of the Web Client as well as the call history on our phones (Yealink T46S).

For example, in our queue we have the phones set to poll every 10 seconds with a max wait time of 5 minutes before the call is transferred to the destination of no answer. With this change if a call waits for the full 5 minutes it will have logged 30 inbound calls in the call history for each of my agents. We're finding this very inconvenient as it's now flooding the call history log and making it difficult to look up a number from earlier as the call log is so large. With the queue in v15.5 it would log 1 inbound call regardless of how many times it had polled the phone.

Has anyone else encountered this with the update?

Attached is an example of a call that polled 5 times with the call log from the web client and on the phone.

 

[JohnS_3CX]

Hi,

Please confirm if the phones are using firmware V66.84.0.35 and latest 3CX template.

If so, then reset/reprovision 1 phone and see if it works as expected vs the other phones that have been left untouched.

 

[neb2989]

Hi,

Yes, the phones are running the latest firmware and template. Phones have been factory reset and reprovisioned using the current template.

I don't believe this is necessarily a phone issue as it is logging the multiple calls not only on the physical phone but also in the web client, Windows app, and Android app. I also set up a brand new extension that is just using the 3CX Android app and it is still experiencing the same behavior.

 

[JohnS_3CX]

Yes I will tend to agree with you, the android app test does indeed point to another direction.

Can I ask how the call flow is set up? For example, where does the call go once it reaches the trunk? Be as detailed as you can, because the issue sounds like the call is looped/routed in a weird way if this this causing such behavior.

 

[neb2989]

Hello,

The call comes in directly to the PBX which is then routed with an inbound rule to the queue. The queue is set to ring all phones, poll every 10 seconds and be sent to the destination of no answer.

The PBX is directly connected to the SIP provider via a 2nd network connection.

Again this is only happening with v16. We have lots of other clients still on 15.5 and the same issues don't happen there.

 

[JohnS_3CX]

What is the Destination if no answer? Any chance there is an agent being polled who forwards the call automatically back into the queue extension or has ring my mobile simultaneously and the mobile is set to the queue EXT? It kind of appears like the call is looping. If that's the case you will see in you MC, under Active Calls that there's an extra call appearing.

If you don't find any such thing in the settings I would recommend to open a ticket and include support files for further investigation.

 

[neb2989]

The destination of no answer is a voicemail box. There is no ring my mobile simultaneously set up. This happens with brand new queues with just my extension in it.

 

[newt]

Was there a resolution to this issue?

 

[neb2989]

They have confirmed a bug in the system and it's currently with the R&D team. Unfortunately they haven't stated when a fix will be released.