Duplicate conference call rooms

[ljait]

Have run into a strange issue a few times on v 12 (and once or twice on v 11). Sometimes, but not every time, callers who attempt to join a conference call are placed in separate calls, even though they have entered the same conference ID. Today for instance callers used conference ID "1000" and ended up in two separate calls.

In the past we've had the smaller group hang up, call back in using the same conference ID, and they've successfully joined the larger call. Today that didn't work. Both groups hung up and called back in (first one group then the other) and were still in separate calls. Not sure how it's possible to have simultaneous conference calls using the same conference ID but it's happened multiple times.

Skimming the activity log didn't seem to show anything obviously amiss.

Just wondering if:
Anyone else had see that behavior, or had ideas where to look to id the underlying issue?
If there was a way to join two separate conference calls into one through the admin console or 3CX phone.
Thanks.

 

[Pierre_3CX]

Hi there,
Are you certain the conf ID received by PBX was the one typed by the participants and was same for all ?
There could be DTMF issues with sender devices/trunks used to reach PBX, resulting in system seeing incorrect sequences.

Running in Verbose logging level (Settings / Advanced), you can find info in 3CXMyPhoneServer.log When a conference is created, you will see this snippet which shows which ID has been inputted/received (here 12345) :

S_CONFERENCESTATE:12345
scheduledat=
name=Conference
description=
moderators=107
active=1
scheduled=0
cancelled=0
pin=12345
__name=12345
participants={
2,0,[107]test
} disconnected={
}

 

[ljait]

Thanks for the reply
I just searched the logs from the time period in question for the sting "S_CONFERENCESTATE". They all returned the same value; in this case the conference ID was 1200 and all instances of S_CONFERENCESTATE had that value during the time frame in question.

However as I stated they seemed to be in two different rooms, where about 3-4 people could hear each other, but not the other group of 7-9 people and vice versa.

Any other ideas where to look?

 

[ljait]

We've experienced the same problem again today. People calling into the conference bridge using the same conference ID end up in different calls. Any help would be appreciated.

 

[craigreilly]

You would be better served talking to the 3cxPartner you bought your license from so they can get the information needed and submit it to support.