Digital receptionist plays only one message, stops responding

[TigerTech]

3CX Version: 16.0.5.619
Server OS: Debian appliance
Running locally on ESXi

Last night I scheduled an automatic update, which brought the system to 16.0.5.619. Initially this morning everything was fine. Now the system will not transfer a caller from one digital receptionist box to another. When someone calls into our system they hear the initial greeting, but it does not then transfer them to our main menu as it has been doing. Likewise if a proper menu option is pressed during the greeting the voice stops, and then there is nothing but silence. The same things happens when I dial any digital receptionist extension from my desk phone. I am never transferred to another DR either by default after a timeout or by pressing a key - just silence. Rebooting 3CX did not help.

I don't know where to look for logs that may explain what's happening, but in the call log I have found one call to our greeting IVR that shows that it happened in the future with a call length of negative one hour and 53 minutes. Any suggestions?

 

[AWS2P]

hi
try to start here as we can understand better
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[TigerTech]

Thank you for replying, but respectfully, I believe I already provided all of the relevant information from that list. The issue does not appear to be with our phones, trunk, or the other things on that list. If there is any further information that could help, please be specific, and I will be more than happy to try to provide it.

 

[AWS2P]

for now almost one thing is not up to date , your PBX should be in V16.0.6.641 , so you need to update to latest

 

[AWS2P]

have you checked second IVR settings, did you change something? audio file are usable?
if you go in IVR and try to listen audio , do you hear something?

from internall call on ivr number , does it play audio ?

 

[AWS2P]

is date and time set properly on the right timezone ?
from 3cx console in terminal do you have the right date and time?

 

[Alphabetic]

Ive seen issues IVR related when the PBX doesnt have enough resources.

 

[JohnS_3CX]

Hi @TigerTech

Try running through the remaining updates and let us know how it goes.

Also mention whether you are running any CFD on your IVR and what version of 3CX you were upgrading from.

 

[TigerTech]

Thanks to everyone for their responses so far. The is to let you know that the problem mysteriously disappeared overnight, although I took no further action.

@aws2p, @JohnS_3CX:
We started this week on version 16.0.5.612, and I realized we had some catching up to do. I scheduled the automatic update to 16.0.5.619, and the problem started several hours into the first day of that update. I paused further updates, but I will plan to update to 16.0.5.622 soon. I prefer not to install new releases (16.0.6.641) so quickly, but I will if necessary.

@aws2p:
Since everything is working again I guess we can rule out any issues with settings or audio files. As I mentioned in my original post, when I called an IVR from an internal number the audio would play, but it would not transfer to the next IVR by timeout or keypress. The date and time are correct in the 3CX console.

@kieferschild:
The 3CX VM is configured with 4 GB of RAM and 2 CPUs. Looking at VM performance over the last 24 hours, CPU was usually around 20% and memory around 10%. I can see no abnormal readings for the time the problem was happening. Should the problem recur, however, I will check realtime stats.

Since the problem came and went with no explanation, I'm concerned that it may come back. Please let me know if there are any logs or anything else I should check if that should happen. In the meantime I will hope that was a one-time event, but I will post again if it returns. Thank you all.

 

[AWS2P]

even you said you are not so mind ready to update, may i advise to update to latest 16.0.6.641

 

[TigerTech]

We updated to 16.0.5.622 yesterday, and the digital receptionist broke in the same way as I described previously, so I updated to 16.0.6.641. After that update the DR was working properly again until a short time ago. Once again it's exhibiting the same symptoms - playing one IVR recording and then stopping. It will not move to another by timeout or by keypress. The VM is using only 163 MB of RAM, and CPU is around 30%.

Can someone please assist - point me to some logs or something that may indicate why this happening? Thank you!

 

[TigerTech]

In response to the earlier question from @JohnS_3CX, we do not use CFD.

 

[JohnS_3CX]

Hi,

Your system produces various logs, visit the Activity Log page, its one of the big blue buttons on your dashboard.

From there, click the settings button and switch to Verbose mode in order to collect more data.

Then click the Logs button to explore your logs or click the top right corner of the MC and generate a support info file

 

[TigerTech]

I've downloaded that support archive. The problem has inexplicably disappeared again, but can you tell me which of the many log file(s) in the archive I might want to check for when the problem returns?

 

[JohnS_3CX]

Search your IVR and Media server logs and see if anything useful comes up.

Make sure your logs are definitely set to verbose mode to collect as much data as possible.

Also see if there are any cpu spikes, or if any service stops or shows unusually high usage.

 

[JohnS_3CX]

Names like:

Logs\3cxSystemService.log
Logs\3CXIVR.log
Logs\3CXMediaServer.2020-08-09.061945.log