Duplicated calls in queue - Won't disconnect

Discussion in '3CX Phone System - General' started by MFreid, Feb 6, 2016.

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  1. MFreid

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    A problem began occurring this afternoon on our 3CX system out of the blue with no changes done on our end.

    A call comes in to out main IVR (digital receiptionist) and is passed to our customer support queue (80000).
    It is then passed to the available agent (ext 40008). When looking in the 3CX manager it shows two entries for this call on that extension. Both of them are identical. See image here:
    http://i1305.photobucket.com/albums/s54 ... spsfrg.png

    What happens is that when the call is terminated either by the agent or the caller, one of them drops off, but the other one remains and "locks" that extension in a call that it is not actually on. The only resolution to this is to have a manager manually disconnect the call from the 3CX manager... we don't have managers on duty more than 8 hours a day and it's a 24 hour callcenter.

    I've done the following with the user I've been able to do the most testing with:
    • Reset the phone (desk phone - Yealink t46g)
      Changed the user to another extension
      Restarted all services through 3CX manager
      Restarted the server itself
      Had the agent log in and log out (multiple times)
      Had other people log into the queue (same issue occurs)
      Had someone at another location log into the queue (issue does NOT occur as far as I can see)

    I'm at a loss and I need to get this resolved asap. Does anyone have any ideas?


    Edit: This seems to be specific to one location/network. We have three offices which field these calls and it is not happening at the two satellite offices, just the main one. But no changes have been made to the network. The issue also only seems to happen when the calls are answered. Trying to narrow it down to maybe a problem with phone provisioning?

    Here is the log of a call that I made which had this issue:

    05-Feb-2016 20:52:23.678 L:29.2[Extn]: Terminating targets, reason:
    05-Feb-2016 20:52:23.678 Leg L:29.2[Extn] is terminated: Cause: BYE from PBX
    05-Feb-2016 20:52:23.678 L:29.2[Extn] Sending: OnSendReq Send Req BYE from 0.0.0.0:0 tid=0433ee68f62dc247 Call-ID=NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.:
    BYE sip:40008@184.23.xxx.xxx:1442 SIP/2.0
    Via: SIP/2.0/ ;branch=z9hG4bK-d8754z-0433ee68f62dc247-1---d8754z-;rport
    Max-Forwards: 70
    Contact: <sip:40008@54.193.xxx.xxx:5060>
    To: <sip:40008@voip.leapset.com>;tag=747664349
    From: "Leapset Support Queue:WIRELESS CALLER"<sip:9412xxxxxx@54.193.xxx.xxx:5060;nf=q>;tag=6171ff52
    Call-ID: NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.
    CSeq: 2 BYE
    Content-Length: 0
    05-Feb-2016 20:52:23.678 L:29.2[Extn]: Terminating targets, reason: SIP ;cause=200 ;text="Call terminated on user request"
    05-Feb-2016 20:52:23.671 CAHangup: on leg L:29.2[Extn] dn=40008
    05-Feb-2016 20:49:59.293 Call(C:28): Replaces: L:29.2[Extn]
    05-Feb-2016 20:49:59.066 [CM503007]: Call(C:29): Extn:40008 has joined, contact <sip:40008@184.23.xxx.xxx:1442>
    05-Feb-2016 20:49:59.065 L:29.2[Extn] has joined to L:29.1[Queue]
    05-Feb-2016 20:49:59.065 Session 3105 of leg L:29.2[Extn] is connected
    05-Feb-2016 20:49:59.065 L:29.2[Extn] got Connected.UAC Recv 200/INVITE from 184.23.xxx.xxx:1033 tid=d6514b67c7607423 Call-ID=NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.:
    SIP/2.0 200 OK
    Via: SIP/2.0/UDP 10.0.1.195:5060;branch=z9hG4bK-d8754z-d6514b67c7607423-1---d8754z-;rport
    Contact: <sip:40008@184.23.xxx.xxx:1442>
    To: <sip:40008@voip.leapset.com>;tag=747664349
    From: "Leapset Support Queue:WIRELESS CALLER"<sip:9412xxxxxx@54.193.xxx.xxx:5060;nf=q>;tag=6171ff52
    Call-ID: NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.
    CSeq: 1 INVITE
    Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE
    Content-Type: application/sdp
    User-Agent: Yealink SIP-T46G 28.72.0.26
    Content-Length: 197

    v=0
    o=- 20059 20059 IN IP4 10.14.0.24
    s=SDP data
    c=IN IP4 184.23.xxx.xxx
    t=0 0
    m=audio 2466 RTP/AVP 0 101
    a=rtpmap:0 PCMU/8000
    a=sendrecv
    a=fmtp:101 0-15
    a=rtpmap:101 telephone-event/8000
    05-Feb-2016 20:49:59.065 Remote SDP is set for leg L:29.2[Extn]
    05-Feb-2016 20:49:59.065 Answer SDP arrived on Leg L:29.2[Extn];
    OnAnswer Recv 200/INVITE from 184.23.xxx.xxx:1033 tid=d6514b67c7607423 Call-ID=NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.:
    SIP/2.0 200 OK
    Via: SIP/2.0/UDP 10.0.1.195:5060;branch=z9hG4bK-d8754z-d6514b67c7607423-1---d8754z-;rport
    Contact: <sip:40008@184.23.xxx.xxx:1442>
    To: <sip:40008@voip.leapset.com>;tag=747664349
    From: "Leapset Support Queue:WIRELESS CALLER"<sip:9412xxxxxx@54.193.xxx.xxx:5060;nf=q>;tag=6171ff52
    Call-ID: NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.
    CSeq: 1 INVITE
    Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE
    Content-Type: application/sdp
    User-Agent: Yealink SIP-T46G 28.72.0.26
    Content-Length: 197

    v=0
    o=- 20059 20059 IN IP4 10.14.0.24
    s=SDP data
    c=IN IP4 184.23.xxx.xxx
    t=0 0
    m=audio 2466 RTP/AVP 0 101
    a=rtpmap:0 PCMU/8000
    a=sendrecv
    a=fmtp:101 0-15
    a=rtpmap:101 telephone-event/8000
    05-Feb-2016 20:49:59.065 L:29.2[Extn] Sending: OnSendReq Send Req ACK from 0.0.0.0:0 tid=3e33426aa150af5b Call-ID=NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.:
    ACK sip:40008@184.23.xxx.xxx:1442 SIP/2.0
    Via: SIP/2.0/ ;branch=z9hG4bK-d8754z-3e33426aa150af5b-1---d8754z-;rport
    Max-Forwards: 70
    Contact: <sip:40008@54.193.xxx.xxx:5060>
    To: <sip:40008@voip.leapset.com>;tag=747664349
    From: "Leapset Support Queue:WIRELESS CALLER"<sip:9412xxxxxx@54.193.xxx.xxx:5060;nf=q>;tag=6171ff52
    Call-ID: NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.
    CSeq: 1 ACK
    Content-Length: 0
    05-Feb-2016 20:49:56.782 Provisional response arrived for session 3105 of Leg L:29.2[Extn]
    05-Feb-2016 20:49:56.782 L:29.2[Extn] got Provisional Recv 180/INVITE from 184.23.xxx.xxx:1033 tid=d6514b67c7607423 Call-ID=NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.:
    SIP/2.0 180 Ringing
    Via: SIP/2.0/UDP 10.0.1.195:5060;branch=z9hG4bK-d8754z-d6514b67c7607423-1---d8754z-;rport
    Contact: <sip:40008@184.23.xxx.xxx:1442>
    To: <sip:40008@voip.leapset.com>;tag=747664349
    From: "Leapset Support Queue:WIRELESS CALLER"<sip:9412xxxxxx@54.193.xxx.xxx:5060;nf=q>;tag=6171ff52
    Call-ID: NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.
    CSeq: 1 INVITE
    Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE
    User-Agent: Yealink SIP-T46G 28.72.0.26
    Allow-Events: talk, hold, conference, refer, check-sync
    Content-Length: 0
    05-Feb-2016 20:49:56.782 [CM503002]: Call(C:29): Alerting Extn:40008 by contact <sip:40008@184.23.xxx.xxx:1442>
    05-Feb-2016 20:49:56.782 UacSession 3105 has formed leg L:29.2[Extn]
    05-Feb-2016 20:49:56.614 [CM503025]: Call(C:29): Calling T:Extn:40008@[Dev:sip:40008@184.23.xxx.xxx:1442] for L:29.1[Queue]
    05-Feb-2016 20:49:56.613 Route to L:29.2[Extn] sends Invite-OUT Send Req INVITE from 0.0.0.0:0 tid=53352335fb59a52c Call-ID=NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.:
    INVITE sip:40008@184.23.xxx.xxx:1442 SIP/2.0
    Via: SIP/2.0/ ;branch=z9hG4bK-d8754z-53352335fb59a52c-1---d8754z-;rport
    Max-Forwards: 70
    Contact: <sip:40008@54.193.xxx.xxx:5060>
    To: <sip:40008@voip.leapset.com>
    From: "Leapset Support Queue:WIRELESS CALLER"<sip:9412xxxxxx@54.193.xxx.xxx:5060;nf=q>;tag=6171ff52
    Call-ID: NTM0ZGFhMzY4Y2MwM2RmZGQ4MTc2NDExMGM5OTAxZTA.
    CSeq: 1 INVITE
    Alert-Info: <http://www.notused.invalidtld>;info=queue
    Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE
    Content-Type: application/sdp
    Supported: replaces
    Content-Length: 406

    v=0
    o=3cxPS 118698803200 494726545409 IN IP4 54.193.xxx.xxx
    s=3cxPS Audio call
    c=IN IP4 54.193.xxx.xxx
    t=0 0
    m=audio 9086 RTP/AVP 0 8 3 13 9 18 110 99 101
    a=rtpmap:0 PCMU/8000
    a=rtpmap:8 PCMA/8000
    a=rtpmap:3 GSM/8000
    a=rtpmap:13 CN/8000
    a=rtpmap:9 G722/8000
    a=rtpmap:18 G729/8000
    a=fmtp:18 annexb=no
    a=rtpmap:110 iLBC/8000
    a=rtpmap:99 SPEEX/8000
    a=rtpmap:101 telephone-event/8000
    a=sendrecv
    05-Feb-2016 20:49:56.534 Added leg L:29.2[Extn]
    05-Feb-2016 20:49:56.485 [Flow] Call(C:29): making call from L:29.1[Queue] to T:Extn:40008@[Dev:sip:40008@184.23.xxx.xxx:1442]
    05-Feb-2016 20:49:56.485 [CM503027]: Call(C:29): From: Queue:80000 ("Leapset Support Queue:WIRELESS CALLER" <sip:9412xxxxxx@127.0.0.1:5060>) to T:Extn:40008@[Dev:sip:40008@184.23.xxx.xxx:1442]
    05-Feb-2016 20:49:56.485 [CM503004]: Call(C:29): Route 1: from L:29.1[Queue] to T:Extn:40008@[Dev:sip:40008@184.23.xxx.xxx:1442]
    05-Feb-2016 20:49:56.485 [Flow] Call(C:29): has built target endpoint: Extn:40008 for call from L:29.1[Queue]
     
  2. NickD_3CX

    NickD_3CX Support Team
    Staff Member 3CX Support

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    This can happen if the phones looses the network connection with the 3CX Phone System during an active call.

    Could this be the case? Are the phone(s) remote extensions or local?
     
  3. MFreid

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    The 3CX server is a remote/cloud server (AWS) and the phones are on site here at our main office.
     
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