Duplicate calls in Certain Queues

[Yellow_Flash]

Hello,


We are currently running 3CX Professional Perpetual 16.0.5.619
Server OS : Windows 10
On Premise Server

We had been facing issues with Incoming Calls.
In one particular Queue, there seems to be Duplicate calls.
Also the calls keeps hopping from one extension to another and no one is able to pick them, because of this we had too many abandoned calls today.
The issue is happening only on a couple of Queue and users in other Queues aren't facing the issue.

Steps that has been done till now :
- Restarted Queue Manager Services.

After restarting Queue manager the issue became intermittent and towards the end of the day we couldn't see it happening again.

I would like to know if anyone has faced these issue and possibly what is causing it.


Thank you

 

[VasilisV_3CX]

Hi @TechieGuy,

Can you provide specifics about the queue you've set up. Do you have other queues with the same set up, that are not encountering the problems outlined above?

What is the Polling Strategy, Ring Time (Seconds) and Maximum Queue Wait Time (seconds)? How many agents are in this queue? Are the same agents in other queues too?

 

[Yellow_Flash]

Hi @TechieGuy,

Can you provide specifics about the queue you've set up. Do you have other queues with the same set up, that are not encountering the problems outlined above?

What is the Polling Strategy, Ring Time (Seconds) and Maximum Queue Wait Time (seconds)? How many agents are in this queue? Are the same agents in other queues too?

Thank you for the response.

Queue Setup is as follows :
Polling Strategy : Longest wait.
Timeout : 15 seconds
Maximum Queue wait : 100 Seconds
Number of Agents : 4


Also, yes there are 4 Queues with the same Setup.
One of those Queues had the same issue.
But we didn't face any issues with 2 other Queues with the same setup, even though we could have overlooked it as not many calls go into those Queues.
The agents are the same in these two Queues that had the issue.

Thank you.

 

[VasilisV_3CX]

How are these extensions receiving calls via the queue, with IP phones, browser extension or windows client?

 

[Yellow_Flash]

How are these extensions receiving calls via the queue, with IP phones, browser extension or windows client?

Calls are being received via Android App and iPhone App.

 

[VasilisV_3CX]

Hi @TechieGuy,

To do some testing, to investigate if the call is bouncing around or there is some kind of loop happening:

Can you create a new queue, with a few new extension, scan the QR codes for testing purposes and repeat a call to the queue. Does the issue persist? If no, call the original queue, if the issue is persisting then check the Active Calls.

From the Dashboard >> check the Active Calls (see if any extra calls are coming in). If yes, can you isolate which queue(s) are causing this?

 

[Yellow_Flash]

Hi @TechieGuy,

To do some testing, to investigate if the call is bouncing around or there is some kind of loop happening:

Can you create a new queue, with a few new extension, scan the QR codes for testing purposes and repeat a call to the queue. Does the issue persist? If no, call the original queue, if the issue is persisting then check the Active Calls.

From the Dashboard >> check the Active Calls (see if any extra calls are coming in). If yes, can you isolate which queue(s) are causing this?

Thank you for the response.
I had restarted the Queue Manager Service, after which the occurrence became very less.
Towards the end of the day, the issue was almost completely gone.

The next day, I did a complete service restart and tested it.
The issue hasn't happened ever since.

Regarding your suggestion, we haven't faced any issues with most Queues, it is only 2 Queues where the issue was happening. Both were setup the exact same way with the same agents.
If the call is made to other Queues, it worked without any issues.

 

[VasilisV_3CX]

Glad to hear it's not recurred since. Let us know if it happens again.

 

[Yellow_Flash]

Glad to hear it's not recurred since. Let us know if it happens again.

Thank you.
But I would like to know what could have caused the issue, which is the reason for this post.
We can't keep waiting for issues to happen and then look at it, right?

 

[VasilisV_3CX]

Hi @TechieGuy,

There are a number of reasons that could cause this issue. Give the information you've provided, it may be related to a misconfiguration, a PUSH delay issue and could even be an IPv6 delay to Google FCM. Testing would need to be done.

However, as a first step, I highly recommend that you upgrade your PBX to the latest version.

Once updated to the latest supported version, if the issue persists I would recommend contacting your 3CX Partner to further investigation.

 

[Yellow_Flash]

Hi @TechieGuy,

There are a number of reasons that could cause this issue. Give the information you've provided, it may be related to a misconfiguration, a PUSH delay issue and could even be an IPv6 delay to Google FCM. Testing would need to be done.

However, as a first step, I highly recommend that you upgrade your PBX to the latest version.

Once updated to the latest supported version, if the issue persists I would recommend contacting your 3CX Partner to further investigation.

Thank you for the input.
Misconfiguration is highly unlikely as this has been the one that's been used for quite a long time.
It hasn't shown any such issues until now and after a service restart it has been working with no issues.

I'm not sure about the other options.
We had requested for technical support for help and they have now come back saying that Supportinfo started from a later time on the day and hence cant be used.
The Activity Log captured in Verbose mode and the timing at which these issues happened were provided, but they didnt provide an answer to whether they can find out anything using it.

 

[NickD_3CX]

This is a very strange behavior you are describing. We have many large customers with hundreds of Queues and I don't recall hearing of something similar.

I think that is why here in the forum, and our Support Team if I had to guess, asked for the logs to point us in the right direction, because as we have not faced this before, we are just guessing.

While I hope it does not happen again, if it does, I think that the best course of action would be to keep the Logging Level in Verbose, maybe even enable the "keep logs for X days" option, then contact 3CX Support with the new logs.

 

[Yellow_Flash]

This is a very strange behavior you are describing. We have many large customers with hundreds of Queues and I don't recall hearing of something similar.

I think that is why here and the forum, and our Support Team if I had to guess, asked for the logs to point us in the right direction, because as we have not faced this before, we are just guessing.

While I hope it does not happen again, if it does, I think that the best course of action would be to keep the Logging Level in Verbose, maybe even enable the "keep logs for X days" option, then contact 3CX Support with the new logs.

Thank you for the response Nick.
I understand it is indeed a strange behaviour and we too are facing this for the first time.

Yes, we have set the Logging Level to Verbose and Enabled the "Keep logs for 5 days" option. If the issue arises and I hope it doesn't, we will provide the logs. But we would really like to know what would have caused the issue, instead of waiting around for the issue to happen again. Hopefully, the Support can find something from the Verbose Logs provided.

 

[NickD_3CX]

Thank you for the response Nick.
I understand it is indeed a strange behaviour and we too are facing this for the first time.

Yes, we have set the Logging Level to Verbose and Enabled the "Keep logs for 5 days" option. If the issue arises and I hope it doesn't, we will provide the logs. But we would really like to know what would have caused the issue, instead of waiting around for the issue to happen again. Hopefully, the Support can find something from the Verbose Logs provided.

As we work closely with the 3CX Support Team on a lot of things, I assure you that if the issue occurs again and it is 'captured' in the logs, I am fairly sure our Support Team will explain how and why this is happening.