Calls Lost in Queue can't be answered.

[jim@valley-tel]

Having an issue with a self hosted V20, update 551. A caller will become "lost in the Queue"; All phones in the queue will ring (Ring ALL) but no one can answer the call. The event log shows an event 105 and Lost Call in Queue Main Ring (800) from Caller ID 'XXXXXXXXXX' Queue: 800 [Main Ring] caller: XXXXXXXXXX.

This event happens several times a day and there doesn't appear to be anything in common when it happens. Trying to get more information from the people who were lost in the queue as to what transpired before they were "lost".

Has anyone else experienced this issue. I am trying to get a wireshark trace but I have to get the trace while the issue is happening. Any suggestions are welcome.

Thanks 3CX Community

 

[K_SAK]

Any chance you have Teams integration, or any of the agents have Ring my Mobile active?

 

[jim@valley-tel]

Any chance you have Teams integration, or any of the agents have Ring my Mobile active?

No Teams integration or ring my mobile active.

 

[K_SAK]

Could you share some screenshots of your queue config? A trace will definitely give you better info.

 

[AndreasPo_3CX]

When you say that no one can answer the call, what do you mean exactly?
What happens when someone tries to answer the call?
Also what are the agents using? Webclients, softphones, mobile clients, IP phones?

 

[jim@valley-tel]

When you say that no one can answer the call, what do you mean exactly?
What happens when someone tries to answer the call?
Also what are the agents using? Webclients, softphones, mobile clients, IP phones?

According to the customer, when they pick up the handset of a ringing phone they hear dial tone and the remaining phones continue to ring. They are using IP phones to answer the calls. The calls are ringing a queue with All Ring. There are 24 agents in the queue. When the issue happens a Lost Call in Queue event shows up in the Event Log. Let me know if you need more info.
Thanks!

 

[AndreasPo_3CX]

How are the IP phones provisioned?

 

[jim@valley-tel]

How are the IP phones provisioned?

They were provisioned locally. This is a self-hosted system. The phones are a combination of Fanvil V65's and X210-V2's. Almost all of the phones are running version Fw 2.12.20. Everything else is working as expected; it is just this one, intermittent issue that is troubling the customer. I am wondering how a call in a ring all queue can get "lost".

Should we open a ticket with support at this time?

 

[paulodagraca]

Hi,

Could this be some extreem bad network traffic?
Before you just say no, please check for real.

I have seen this on a network where there was a network loop with broadcast storms going on (intermittend).
In my case the 3CX was in the cloud.
In the office phones kept ringing, on the smartphone APP all was good.

Paulo