Calls terminate from new Windows app on V18

[Matt_AIT]

We have experienced a number of users outbound calls terminating after 1 ring. This only seems to happen when using the new 3CX Windows App. Upon checking the call logs it just shows as unanswered. Restarting the affected PC seems to resolve the issue but it can come back at any point. Physical phones do not have the issue.

Has anyone else experienced this?

 

[VasilisV_3CX]

Hi @matt alcom it,

We'd need more information. I'd suggest running a capture on the PBX (in Verbose mode) and making a failed call. Stop the capture and filter by that call, then do the same, calling the exact same number from the same extension for a call that works from the physical phone. Check the logs first, see if they're presenting the same data. You can also check the capture and what is happening on the SIP Trunk side. Let me know your findings.

 

[Matt_AIT]

Hi @matt alcom it,

We'd need more information. I'd suggest running a capture on the PBX (in Verbose mode) and making a failed call. Stop the capture and filter by that call, then do the same, calling the exact same number from the same extension for a call that works from the physical phone. Check the logs first, see if they're presenting the same data. You can also check the capture and what is happening on the SIP Trunk side. Let me know your findings.

Thanks. I will get some logs the next time the issue occurs and take a look.

 

[VasilisV_3CX]

Great @matt alcom it, feel free to let me know if you need any assistance thereafter.

 

[RJansen]

FYI
We updated everything to latest version on last monday evening and colleagues from servicedesk reported the following issue when using the new Windows App.
Call comes in, the press the green answering button and the call disconnects. Disconnected calls shows up in the log with 1 sec answered.
It doesn hapens always but got to many reports since yesterday (first day after the v18 update) to ignore this. So perhaps related to the issue of matt?

 

[Matt_AIT]

Great @matt alcom it, feel free to let me know if you need any assistance thereafter.

We have managed to replicate the issue with VERBOSE logging enabled, although I'm not 100% certain on what I am looking for exactly, I have come across this:

18/08/2021 16:18:20 - L:6.1[Extn:235]: Terminating targets, reason: SIP ;cause=200 ;text="Call terminated on user request"

The handset could dial out without issue and a reboot of the PC resolved the outbound issue on the app.

 

[Matt_AIT]

FYI
We updated everything to latest version on last monday evening and colleagues from servicedesk reported the following issue when using the new Windows App.
Call comes in, the press the green answering button and the call disconnects. Disconnected calls shows up in the log with 1 sec answered.
It doesn hapens always but got to many reports since yesterday (first day after the v18 update) to ignore this. So perhaps related to the issue of matt?

The user who is affected for us tried to answer an inbound call too and this terminated as soon as he answered.

 

[NickD_3CX]

Are you using any kind of headset integration or even just have any headset software installed?

You said you had some Verbose logs, please uploaded them to a file sharing service and send me the download link in a PM, along with the specific call details that I should look at (Caller Ext, Dialed number, etc...)

 

[Matt_AIT]

Are you using any kind of headset integration or even just have any headset software installed?

You said you had some Verbose logs, please uploaded them to a file sharing service and send me the download link in a PM, along with the specific call details that I should look at (Caller Ext, Dialed number, etc...)

@NickD_3CX We are using Jabra headsets with the built-in headset integrations. I'll PM you now.

 

[RJansen]

We also use Jabra headsets. (Engage 65) Jabra software and headsets are on latest software/firmware. 3CX Jabra integration active.
Servicedesk still experience the occasional disconnect after pressing the answering button in de desktop app.