Caller "Barged in" With No Rights

[sfernandes]

Hello.

A outside caller called in the IVR, than got transferred to the queue. Call was answered by extension 376 in the queue. According to agent (376), extension 336 called agent (376) at the same time the agent was getting the outside call. Agent answered the outside call and transferred it to extension 336 afterwards. After call, user from extension 336 told agent from extension 376 that she was able to hear the call between agent (376) with outside caller, and agent saying that she was going to transfer the call, so user from extension 336 hung up to receive the transfer. They both were using the Web Client. extensions are in 3 groups, none with rights to barge in, listen and whisper. Extension 336 is not a manager nor it is part of the queue.

 

[JohnS_3CX]

Hi,

So you're thinking that as 376 answered the call, they inadvertently answered both the external caller and the 336 agent?

Have had other occurrences of this happening before?

 

[sfernandes]

It was an uncommon situation that only happened once. I couldn't replicate it again with the user.
But it looks like extension 336 listened to extension 376 unattended. If it happens again I will further investigate.

 

[JohnS_3CX]

Ok, if it happens again or you find some method of replicating it please contact us or me directly and we can look into it.

You should immediately generate Support Info logs from here:
https://www.3cx.com/docs/collecting-logs-for-3cx-support/

 

[sfernandes]

Thanks John. I sure will.
I noticed that the activity logs was set to Verbose mode, I wonder if that could have caused some sort of delay and confusion on the systems operations. Especially now that we activated Office 365 sync on that site, they started noticing delays on the calls logs and recordings.
I believe that this may be the cause of it.
I'll be observing the system and if I come across anything else, I will generate the appropriate support logs.

 

[JohnS_3CX]

Sure, and please check that the system is able to handle your size of deployment.

If on a VM, shared resources may become diminished at times of high demand so keep that in mind.

Also older CPUs may have a sufficient number of cores but they may not be fast enough.

https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/