Extensions members of a Queue gets to DND by their own

[jose llama]

I have a strange behavior on my 3CX installation since upgrading to version 16.
Users (webclient and phone for windows) are reporting that their 3CX status changes to DND aleatory (at least twice a day). We are using zendesk server side integration.
I checked everything i could think of, including:

• Pressing DND on device (user reported that they did not press DND)
• Setting DND from 3CX Client / Webclient / Mobile Client (verify that setting were ok)
• Setting DND by dial code / BLF Button (call log not showing any)
• Setting DND from 3CX Dashboard Console (disabled any access to queue, except mine which is used to monitor the issue)
• Auto-Switch (Disabled Auto change when idle in advanced settings)
• Office 365 integration (Disabled calendar/presence Sync)

I checked also on the logs, and binlogs without any results.

Thank you for any advice

Rick Yamamoto
Connect For Education

 

[jose llama]

This is only affecting the user who are members of a specific call queue.

 

[JohnS_3CX]

Hi,

The desktop client has an option when idle, to switch profiles.
Please check under the client Settings > Configure Account > Pick your account > Advanced settings

But there is also autoswitch in the the management console under the extensions settings (bases on office schedule or global pbx hours)

In addition, if the user has integration that switches their profile to busy (i.e Office 365 meeting etc) this could also make the profile change.

 

[jose llama]

John, thank you very much for your help.
I already checked the 3CX desktop (windows) client setting to be disable "Auto change" when idle in Settings > Configure Account > Pick your account > advanced settings.
I already checked that "Autoswitch" is not set (unchecked) on extension > Forwarding Rules > Auto Switch > Unchecked "Set to Available during office hours".

 

[JohnS_3CX]

Do you use Office 365 integration by any chance?

Are they perhaps logged into the 3CX desktop client on a second PC?

Does anyone other than yourself or admin have access to the management console and able to change profiles?

Are they dialing any codes that change status by mistake, or are those code assigned to BLF/Speed dial? (for example *32 or *61)

 

[jose llama]

John
Yes, i am using the office365 integration, however i already disabled (unchecked) calendar/presence Sync.

Normally users are logged on a single PC at a time, but there may be times when they are logged on more than one. (if the any way to check is an extension is being used on more than one PC?)

I disabled all admins except the one i am using to monitor the issue.

I searched on the logs to find if any extension dialed for *60, *61, *32 without any occurrence.

I also searched on the text and bin logs to search for "DoNotDisturn" and "DND" keyboards without any occurences.

 

[JohnS_3CX]

Hi Rick,

Ok great, if this below is disabled, can you let the system run for a day or so to see if the strange behavior stops?



it would be a good idea to inform users not to change status during the testing period, and to set them all manually to "Available" from the management console just to be sure that you are starting from the right status while you run the test.

 

[jose llama]

I will do, thanks John. I really apppreciate.

 

[JohnS_3CX]

You're welcome, let us know how it goes

 

[jose llama]

During the test of 24 hours, the issue did not happen. No users went to DND.
I will keep testing it for one more day.
Thank you again, John

 

[JohnS_3CX]

Great news, lets see how it goes. I think 365 was the only thing left that can change user statuses

 

[jose llama]

John, after a week of testing. The issue did not happen again.
However, i am not sure which was the cause. Probable disable queue admin access was the remedy.

 

[JohnS_3CX]

My main suspect was O365 Calendar / Presence Sync, I'm glad to hear you are not facing any more problems

 

[jose llama]

Thank you

 

[RTV.]

Writing back a backup also reverts users back to their DND setting at the time the backup was made.