Duplicate calls in Call History

[shawm90]

I have an intermittent issue that causes a call to be duplicated in the call history. This is causing the call reports to report up to thirty missed calls a day for this one extension. In reality, the extension probably only missed three or four calls. I don't exactly know what I should be looking for in the support info or activity log to determine what is causing this behavior. Any thoughts as to what is causing this or how to correct it? I believe the calls creating this behavior all all coming through a Patton SN4312. The other trunk provider we use is Intelepeer.

• 3CX Version, Professional Annual 18.0.8.939
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? On-premises
• IP Phone Make/Model/Firmware version, Yealink T57W version 96.86.0.76
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model, Patton Analog SN4312
• Has the Firewall Checker passed: Yes
• Are custom Phone Templates being used: No

 

[Alejandro_3CX]

Hi @shawm90 please try to get a call report from any to any and check the call flow of all those calls, by doing this you can get a complete view of the flow.

 

[shawm90]

Thanks,

It looks like the call gets caught in a "loop", if you will, when it reaches the voicemail for extension 229. All of the forwarding rules for that extension forward to the voicemail after a timeout. The options for the IVR the call is coming from connect to the extension directly and not to the voicemail.

 

[Alejandro_3CX]

Who is the operator extension? is it the 229?

I guess that callers are pressing the * to contact the operator when they are listening the voicemail greeting....

 

[shawm90]

Yes, 229 is the operator extension. I will give that a try. Is there any way to confirm if that is the case in the logs in the meantime?

 

[Alejandro_3CX]

You already have the call report.

On extension 229 please record a custom voicemail greeting, so callers just leave a voicemail message instead of pressing * to contact the operator and create a loop...

Or set a different forwarding when 229 is not registered.