Unsupported Identifying what "Cancelled" means in the call logs

[AbigailDB]

I've had a few users report issues with transferring to Shared Parking Spots. On their end they are reporting that calls are dropping when transferred.

I'm finding that the examples they've given me are marked with "Cancelled" However the log previous is reporting the call was ended by the caller.

I attempted to replicate the issue, seeing if I was transferred to an SP and hung up mid transfer if it would display like this but it did not. It simply reported that I hung up at the SP..
I'm also not seeing that someone else was parked in that spot when they attempted to transfer.

I have not been able to find any documentation on what "Cancelled" actually means to the phone system. Would someone be able to define it? or give me some examples?

I'm including a screenshot as an example.

 

[NikosK_3CX]

From the screenshot you have provided, the call is answered from 9153 but is terminated by the caller.
Did the agent try to park the call, and was it terminated?
All of the examples that they have given to you have the same call flow?

 

[AbigailDB]

Yes, according to my initial user reports they were saying that calls are being dropped when parking the call.
Here is another example


However, since my post yesterday I have had a few more reports and it seems to be transfers in general, not just to parking spots.
This example shows 1556 trying to transfer a call to 9164. This example also called a different number than the rest. That number rings one specific extension, and 1556 used the call pickup feature to grab the call in this example.


They all have the same quality of being "ended by" the person calling in, yet being cancelled.
As far as I've been able to witness, they are performing these transfers from their desk phones (Yealink T46U)

These clients are recently transitioned from another phone system, so I honestly wouldn't be surprised if they were doing something wrong on transfer, but I haven't been able to replicate it myself and it happens too infrequently to catch it happening in the moment or to run Wireshark. Without knowing what "cancelled" can be caused by, I'm having a hard time narrowing down the cause.

 

[NikosK_3CX]

I would recommend opening a support ticket to check this further with logs and determine why the calls are marked as cancelled.

 

[Alphabetic]

How is it they're using SP?

Have you programmed them BLF keys for SP or are they right clicking the call and parking?

 

[AbigailDB]

Just an update for anyone who was interested in the conclusion to this. Turns out this was an issue cause by VoipTools Recording Beep tool. Something about the tool barging into the call and then the call getting transferred cause it to just drop.
We have a support ticket in with Voiptools and they are working on a solution but I thought I would leave behind the answer incase anyone else runs into some similar issue.