Calls showing up as Not Answered

[Yellow_Flash]

Hello,

We are facing an issue with calls showing up as Not Answered eventhough the calls were answered.
For each call, there are 2 entries where one is shown as Not Answered and the second one with the time duration.
In the above picture, the call come to a Queue(represented by Q) and after 13 seconds it was received by Vi.
The call duration is shown as 1 min 43 seconds.
The moment the call was disconnected, there is another entry which says the call is unanswered.
This entry comes 6 seconds after the call is disconnected.
We are not sure whether the client had called back, but this created a doubt.
When I checked the call logs, I could see that almost all users who dialled into the conference facility was showing the same.


As you can see, each user has a second entry that says "Not Answered" even though they are all connected to conference.

We are using 3CX v15.5 SP6.
Clients are using the Android/iOS App for taking calls. A few of them use the 3CX softphone for windows.


Has anyone else experienced this issue?

Kindly let me know what is causing this.
Thank you

 

[Yellow_Flash]

has anyone faced this issue?

 

[Yellow_Flash]

@JohnS_3CX any idea regarding this?

 

[JohnS_3CX]

Hi @TechieGuy

This is possible if the call is sent elsewhere (for example destination if no answer) and answered elsewhere other than the queue. It's not answered from the queue's perspective even if answered elsewhere down the line.

As for the conference server, I can't really say since the times don't always match.

By the way, we no longer test 15.5 and it is reaching EOL on July 1st 2020. I would recommend to upgrade to V16 as soon as you can.

 

[Yellow_Flash]

Hi @TechieGuy

This is possible if the call is sent elsewhere (for example destination if no answer) and answered elsewhere other than the queue. It's not answered from the queue's perspective even if answered elsewhere down the line.

As for the conference server, I can't really say since the times don't always match.

By the way, we no longer test 15.5 and it is reaching EOL on July 1st 2020. I would recommend to upgrade to V16 as soon as you can.

Thank you for the reply.
In this particular instance, call was answered from Queue. It is one of the agents in the Queue that answered the call, but right after the call got disconnected there was another entry that said it wasn't answered. So, that is the issue here.
About conference, it happens with everyone who dials into conference every single time. There are always 2 entries.This is not a random occurance, it happens every single time when someone calls into conference line.
Yes, I'm aware of the EOL. We are doing a few testing on v16, as we have some cisco phones(legacy devices) and wanted to make sure it wont create issues. We will be upgrading soon.

 

[JohnS_3CX]

Ok lets see if the issue remains in V16, at which point we can address it further using system logs.