Digital Receptionist comes in on an already connected call.

[robhazes]

I have a problem with the digital receptionist. I use it in a menu where incoming callers can transfer themselves to an internal line.

Sometimes, while in a call with an incoming caller, we experience that the digital receptionist suddenly cuts in, and repeats the menu message, thus making it impossible to continue the conversation. The call is not lost, both sides can hear each other, it is just that the digital receptionist gets mixed into the call.

Any solutions?

Am using the latest version with all the service packs up to date.

 

[leejor]

Re: Digital Receptionist comes in on an already connected ca

The 3CX server log may give some information as to what is happening.

 

[robhazes]

Re: Digital Receptionist comes in on an already connected ca

Thanks. Have now switched on verbose logging and logging to disk. Will have to wait for the next occurrence and will let you know.

 

[davidbenwell]

Re: Digital Receptionist comes in on an already connected ca

Did you get this sorted?

 

[robhazes]

Re: Digital Receptionist comes in on an already connected ca

Sorry, no. Actually I am still logging, but it has not happened again since I started the logger... Will post results when I catch it.

 

[davidbenwell]

Re: Digital Receptionist comes in on an already connected ca

thanks for the update, We will continue to monitor this thread and reply when required.

 

[robhazes]

Re: Digital Receptionist comes in on an already connected ca

Bingo! It happened once today, and I have lots of log data. Some of the log files are more than 10 MB, so I will need some help. What should I look for, and in which log files?

 

[leejor]

Re: Digital Receptionist comes in on an already connected ca

In the server logs, you will have to eliminate (if you want to post it here) all but the time frame of the occurrence , start to finish.

 

[robhazes]

Re: Digital Receptionist comes in on an already connected ca

Sorry, can't do that. I extracted the relevant lines for a 2 minute period from 3cxivrserver.log, 3cxivrservertrace.log and 3cxphonesystem.log. Together aprox. 2000 lines with text. Besides that the size would be a problem in a forum like this, I might oversee details which should not be published, like passwords. I would prefer to send this by email to someone who is interested in solving the problem. Later the filtered details could be published.

 

[davidbenwell]

Re: Digital Receptionist comes in on an already connected ca

Hi, submit a support ticket http://www.it-communicationsltd.co.uk/support/index.php?a=add

include your logs with the ticket.

 

[robhazes]

Re: Digital Receptionist comes in on an already connected ca

Done, thanks!

 

[davidbenwell]

Re: Digital Receptionist comes in on an already connected ca

Hi, we have had a look at the logs, this appears to be a IVR Session Issue, advise you to restart the Abyss Web Server as outline in my response to the support ticket.

Please let us know if you continue to get this issue.

 

[robhazes]

Re: Digital Receptionist comes in on an already connected ca

I did the Abyss Web Server reset as requested some days ago.

I had a new occurrence today at approx. 10:50. This time I know exactly which call. It happened on an incoming call and we called back afterwards.

I have all the logs for those who want to have a look at them.

 

[davidbenwell]

Re: Digital Receptionist comes in on an already connected ca

posted a reply to the support ticket,

You appear to have MP3 file listed bakerman2.mp3

this is no longer supported and shoud be a .wav file

could you remove this and replace with a .wav file and let me know how you get on?

 

[robhazes]

Re: Digital Receptionist comes in on an already connected ca

I have now updated the 3CX system from version 9 to version 10, SP1, and I have replaced the mp3 file with the required wav file.
I will post here if I run in a new occurrence.