Calls Not Progressing From IVR To Queue - Intermittent

[aclarkson]

I have had callers reporting that upon reaching the IVR, they select an option and then seem to just stay in a loop.

I can't find anything in the event log and the calls are not "lost in the queue" because they never hit the queue despite user input.

The Normal progression should be a call to 8002, then this routes to 8102 on user input then to an agent, which you can see from certain calls is working.

At a minute with no response they would have been terminated, so as there are calls past a minute my assumption must be that they did in fact press 1.

20/03/2019 13:51​	0413 XXXXXX:L2 Support Queue (0413XXXXXX)	IVR (8002)	0:01:02​
20/03/2019 14:05​	0466 XXXXXX:L2 Support Queue (0466 XXXXXX)	IVR (8002)	0:00:31​
20/03/2019 14:05​	0466 XXXXXX:L2 Support Queue (0466 XXXXXX)	Q XXXXXX Level 2 Support (8102)	0:00:12​
20/03/2019 14:06​	0466 XXXXXX:L2 Support Queue (0466 XXXXXX)	XXXXXX (2012)	0:07:02​
20/03/2019 14:39​	0450 XXXXXX:L2 Support Queue (0450 XXXXXX)	IVR (8002)	0:01:48​
20/03/2019 14:40​	0450 XXXXXX:L2 Support Queue (0450 XXXXXX)	IVR (8002)	0:00:41​
20/03/2019 14:41​	04505 XXXXXX:L2 Support Queue (0450 XXXXXX)	IVR (8002)	0:00:20​
20/03/2019 14:41​	CLARKSON, Anthony:L2 Support Queue (04211 XXXXXX)	IVR (8002)	0:00:28​
20/03/2019 15:56​	0416 XXXXXX:L2 Support Queue (0416 XXXXXX)	IVR (8002)	0:00:16​
20/03/2019 17:30​	anonymous:L2 Support Queue (anonymous)	IVR (8002)	0:00:30​
20/03/2019 17:32​	anonymous:L2 Support Queue (anonymous)	IVR (8002)	0:01:28​
20/03/2019 17:35​	anonymous:L2 Support Queue (anonymous)	IVR (8002)	0:01:14​
20/03/2019 17:37​	anonymous:L2 Support Queue (anonymous)	IVR (8002)	0:00:23​
20/03/2019 17:39​	anonymous:L2 Support Queue (anonymous)	IVR (8002)	0:00:23​
20/03/2019 17:55​	0427 XXXXXX:L2 Support Queue (0427 XXXXXX)	IVR (8002)	0:00:31​
20/03/2019 17:56​	0427 XXXXXX:L2 Support Queue (0427 XXXXXX)	Q XXXXXX Level 2 Support (8102)	0:00:13​
20/03/2019 17:56​	0427 XXXXXX:L2 Support Queue (0427 XXXXXX)	XXXXXX (2013)	0:00:38​
20/03/2019 18:00​	0427 XXXXXX:L2 Support Queue (0427 XXXXXX)	IVR (8002)	0:00:06​

I have looked at the Agent log’s and Agents were logged in and free to take calls at those times.

I have had a look at the 3CXIVR.log file and found this.

[0000073c] DR Updated!
20/03/2019 11:45:11.833 [000015c4] Creating IVR XXXXXX [MCD Level 2 Support], grammar [0-9]{4} : L2 Support team Welcome message 120319.wav
20/03/2019 11:45:12.845 [000004d4] DR Updating...
20/03/2019 11:45:12.845 [000004d4] DR Updated!
20/03/2019 12:14:02.226 [00001684] DR Session 264 not found
20/03/2019 12:14:02.226 [00001670] DR Session 264 not found
20/03/2019 12:14:02.893 [00001684] DR Session 265 not found
20/03/2019 12:14:02.893 [00001670] DR Session 265 not found

Would my issue have to do with the DR Session, or is it something else?

 

[cobaltit]

Need more information on how calls get into your system but it sounds like DTMF is not always being recognized. You'd need to wireshark to confirm

 

[aclarkson]

thank you. Calls are getting in via SIP Trunk. I have a DID assigned directly to the Digital Receptionist.

The DTMF was my first thought but the DR is built to drop calls after 60 seconds if nothing is entered and there are calls that are in excess of 60 seconds so I must assume they have entered a response.

Will look in to wireshark

 

[cobaltit]

If your invalid input set to repeat? I think the activity log on verbose would should the call flow and what is happening but the wireshark would catch the actual DTMF input. It's possible the DTMF is getting mangled and the callers are following the invalid input destination.

 

[StefanW]

which sip trunk do you use?

 

[aclarkson]

Hi Stefan, we are using an Australian company. I believe they have certification coming in the next release.

 

[aclarkson]

I have started verbose logging to see some more detail

 

[powermove]

I am experiencing the exact Same issue. Never had any issues on V15 and this issue has only started after update to V16.
Customer calling into Digital Reception or internal Dial DR and press the number and nothing happens.
Have to reset the service 3CX PhoneSystem 01 IVR Server for this to work again.
Then it seems to fail again after a bit of time and i remove and re-add the DR and it works for 1-7 days and then the issue is back.
Thought it may have been a time issue with VM Date and time where the Host is trying to update the time on the Client(3cx) but this is not the case.
All the logs show that the Call has come in and they have pressed the correct Key but nothing happens. Call Ends as caller terminates.

 

[JohnS_3CX]

When the issue occurs, and before you restart any services, try calling the DR extension directly from your deskphone and see if it works for you