Dropped calls

[Matt_AIT]

We have been experiencing issues where inbound calls drop 1 second after being answered. We are using the new v18 app with Jabra headsets. A restart of the PC will fix the issue.

 

[VasilisV_3CX]

Hi @Matt_Alcom_IT,

Does this only happen with Jabra headsets? Do calls not drop when not using the integration? Does this happen for internal calls as well?

 

[Matt_AIT]

Hi @Matt_Alcom_IT,

Does this only happen with Jabra headsets? Do calls not drop when not using the integration? Does this happen for internal calls as well?

I've asked one user to uninstall Jabra Direct and disable integration. I have also requested one user us the web client. Yes, it also happens to inbound calls.

 

[VasilisV_3CX]

Hi @Matt_Alcom_IT,

Does the call hang up after 1 second for ALL calls (every user using Jabra integration)?

What is the call flow for the calls that drop?

If you dial internally (extension A to extension B), does the call end in 1 second?

 

[Matt_AIT]

Hi @Matt_Alcom_IT,

Does the call hang up after 1 second for ALL calls (every user using Jabra integration)?

What is the call flow for the calls that drop?

If you dial internally (extension A to extension B), does the call end in 1 second?

The call drops after 1 second for any affected user. We have 4 or 5 staff on a call queue and it may happen for extension A and no-one else. I have noticed that some of the dropped calls may drop at 8 seconds.

So caller A calls, queue rings, extension A answers, and the call drops at 1 second. If another call comes in, extension B can answer successfully. However, if a third calls come in and extension A tries to answer it will drop until they reboot.

All staff has the Jabra integration setup (though I have asked one to disable to test).

When the issue is occurring an internal call from extension b to a would drop.

 

[VasilisV_3CX]

Hi @Matt_Alcom_IT,

Okay thanks for the update. I'll wait to hear from you if it happens with Jabra integration disabled / uninstalled.

 

[Matt_AIT]

Hi @Matt_Alcom_IT,

Okay thanks for the update. I'll wait to hear from you if it happens with Jabra integration disabled / uninstalled.

So far the user who has disabled Jabra integration and uninstalled Jabra direct has not had the problem. However, the issue is sporadic. I have asked them to monitor for another few days.

 

[VasilisV_3CX]

Great @Matt_Alcom_IT, thanks again for letting me know. If this happens again, and is reproducible I'd be happy to jump on and take a look.

 

[Matt_AIT]

Great @Matt_Alcom_IT, thanks again for letting me know. If this happens again, and is reproducible I'd be happy to jump on and take a look.

We have been able to reproduce the issue and capture it. Would you like to take a look at them?

The other user, who has disabled the headset integration has still not had the issue,

 

[VasilisV_3CX]

Hi @Matt_Alcom_IT,

I'll PM you shortly.

 

[VasilisV_3CX]

Update: Still being investigated. The issue is specific to the Desktop App using Jabra Integration only.

Awaiting additional logs via PM.