Extension ringing while making outbound calls

[caredecisions]

Hi guys,

This is our current scenario:

• 3CX Version, V18 Update 5 (Build 418) - 3CX Enterprise 48 SC
• Server OS, Windows Server 2019 Datacenter
• Is the 3CX Server Hosted and where? Hosted in Amazon (t3.2xlarge, Xeon 2.5Ghz and 32GB RAM and a lot of storage)
• IP Phone Make/Model/Firmware version, No IP phones, just 3CX WebClient and desktop app
• Provisioning Method: STUN
• Trunk Provider or VoIP Gateway Make/Model, Trunk provider: Telnyx
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

We've been experiencing an odd issue and I hope you guys have some info to help.
Our phone agents are receiving inbound calls from a Queue while they are making outbound calls, for example in the image below:
The agent was on the phone when the Queue tried to transfer a call to her simultaneously and she could hear both ring tones on her headset. We are using the "Fewest Answered" polling strategy for this queue, any thoughts? (They don't have "Accept multiple calls" enabled on their extension and this has been happening since the last update)

 

[NikolasA_3CX]

When it comes to queue calls the "Accept multiple calls" does not matter.
An agent should not receive a queue call when they are busy.
Have any custom parameters been changed on the PBX?
If so try reverting the changes (you might need to restart services depending on what is changed) and see if the issue still persists.

 

[caredecisions]

When it comes to queue calls the "Accept multiple calls" does not matter.
An agent should not receive a queue call when they are busy.
Have any custom parameters been changed on the PBX?
If so try reverting the changes (you might need to restart services depending on what is changed) and see if the issue still persists.

About accepting multiple calls, it was just a piece of additional information as I couldn't find anything wrong on 3CX to cause this behaviour. We don't have any custom parameters.
What log file do you think would be the best to troubleshoot this?

 

[NikolasA_3CX]

Since this is related to the queue the best log file to check is the "3CXQueueManager.log" file which can be found in the logs folder of the support info.
You can also open a support ticket.