Customer callers somehow end up talking to each other

[boomschtick]

The phones are acting crazy. They are combining callers. The callers could be talking to an employee and somehow the caller gets attached to another caller or when I am transferring a call it connects with another caller instead with the employee.

There was even once when a customer was talking to an employee one second and the next they were talking to another customer that our receptionist had tried to transfer. The employee got a busy tone in her ear and the customer was gone. There does not seem to have any rhyme or reason to it. I upgraded to V12 at the beginning of July. We did NOT have this problem in V11. The receptionist phone is a GrandStream GXP2120.

Anyone seen anything similar or know of a fix?

 

[leejor]

The 3CX server log, of one of these calls, would show what is/has happened. I don't recall this coming up in the past, so, I suspect that there may have been a hardware or firmware /data corruption/provider issue specific to your installation. This would obviously be a bit of a concern if it were happening on a regular basis with multiple users.

If it does happen again, check the logs, and post one here. if it doesn't make sense to you. The Verbose tick-box, provides additional information that can be very helpful.

 

[[email protected]]

I've heard (and seen, when I tested it) of something similar happening when parking calls using the "old" method of *0. If you blind transfer two external parties to the same park, it will join those two calls together.

As leejor mentioned - logs will be your friend to figure out what's going on.

 

[boomschtick]

Would that be in the Server Activity Log or the Server Event Log?

 

[egiblockDM]

we've had crosstalk across phone calls before and still don't have the issue resolved yet. try re provisioning the phones.

 

[leejor]

Would that be in the Server Activity Log or the Server Event Log?

Have a look in the Server Activity Log.