Calls stuck/holding on Queue or Droping after a Transfer Issues

[Zelker]

Good Afternoon, guys.

I need some help on my 3CX system at corp.
Sometimes a random call, when answered and transfered to a queue, it's been dropping (like if i ended the call) or stuck on queue.
No matters how i wait, the call still stuck on queue, 5 minutes, 10 minutes, 1 hour, and if i don't end manually, still there "forever".

I'm already reinstall, change the host, isolate on a simple Windows Server 2016 with a dedicate host and network.
My 3CX system is local, I don't use any third server or service to run.

We are a Telecommunication Center, BTW.

It's anyone here who can help me on this situation?
Thanks for any support!

 

[JohnS_3CX]

Hi @Zelker

Please share some more details like:

• PBX exact version
• Phone models
• Phone firmware version
• How they are provisioned (SBC/STUN/LAN)

 

[Zelker]

Hi @Zelker

Please share some more details like:

• PBX exact version
• Phone models
• Phone firmware version
• How they are provisioned (SBC/STUN/LAN)

Hi @JhonS_3CX, here's the informations:

-> PBX version: 15.5 (i can't upgrade becausa my license is expired.)
-> Yealink T19P E2 / Yealink T21P E2 / Khomp IPS-40CC
-> Yealink Firmware: 53.83.0.55 / Khomp: V 2.7.4 (we already try another firmwares)
-> Provisioned on LAN (The server is local on the office).

 

[JohnS_3CX]

Do you have problematic cases when a Yealink answers the line and then transfers the call to the queue?

Or do these specific cases involve Khomp phones?

 

[AWS2P]

No matters how i wait, the call still stuck on queue, 5 minutes, 10 minutes, 1 hour, and if i don't end manually, still there "forever".

I've got similar problem in past, when this call stay stuck for ever , can you always receive new calls in Q ?
Do you use handset USB or Bluetooth?

 

[Zelker]

Do you have problematic cases when a Yealink answers the line and then transfers the call to the queue?

Or do these specific cases involve Khomp phones?

No matter what phone model i use, e problem is the same. I try all this models, upgrade/downgrade software/firmaware, i think is not the phone, because this is happend only with are Call Center and Suppoort center. I already check all structure network, power conectors, switchs, reinstall the server/3CX, but the problem persist. =/ I have my boss in my neck because of this, rsrs.

 

[Zelker]

I've got similar problem in past, when this call stay stuck for ever , can you always receive new calls in Q ?
Do you use handset USB or Bluetooth?

Yeah, if a call is stuck on Q, i can still make and receive calls normaly. But for your client, gives the impression like we are simply hang off on his face. This is happend a 4, 5x times on a single day.

I use a headset, not a handset. But i'm already change for a handset, the problem persist.

 

[AWS2P]

Ok, for me problem was not so often , fews time a month.

What do you use as trunk provider?
what is the call flow related to your problem ?

 

[Zelker]

Ok, for me problem was not so often , fews time a month.

What do you use as trunk provider?
what is the call flow related to your problem ?

The flow is about 250 calls in a period of 10 hours.
We are the provider (Conectcor Telecom" here in Brazil.) We have the same configuration since 2017, and the problem started about Jan or Feb of this year. We don't do any modification on server since Mar/2018.

The Warning that appears when the call drop is: Lost Call in Queue Fila_Financeiro (8005) from Caller ID '9890' Queue: 8005 [Fila_Financeiro] caller: 9890
---------
But when the call stuck on Q, doesn't appears any information message on logs.

 

[JohnS_3CX]

Ok since it happens with any phone, it's difficult to know what is causing the stuck calls without opening a support ticket.

Please note there were cases of stuck calls on V15 after transfer that have been fixed with the new queue manager in V16. I would suggest to renew your maintenance so you can upgrade to the latest version.

 

[Zelker]

Ok since it happens with any phone, it's difficult to know what is causing the stuck calls without opening a support ticket.

Please note there were cases of stuck calls on V15 after transfer that have been fixed with the new queue manager in V16. I would suggest to renew your maintenance so you can upgrade to the latest version.

So the version 16 have a new Queue? Interesting... because the problem doesn't happened when the maintenance is active, because always have updates to do. Now we have a lot of updates, but we can't do because of expiration lic.

 

[JohnS_3CX]

We recommend to update to the latest version as soon as you can, take a look at our change log to see what fixes have been applied in V16 with regards to stuck calls https://www.3cx.com/blog/change-log/phone-system-change-log/

You may contact your 3CX partner or use the contact form here if you need help with your license: https://www.3cx.com/company/contact/

 

[Zelker]

Yeah i see the Fixes, i think is a issue with the version that we stopped because of end of support.

So that's it! I will speak with my boss about a renovation of support and make a upgrade for V16.

I want to say thank you for all of us, many thanks for the support! Good day.