Inbound call answered by two EXT at the same time. EXT B was able to listen EXT A conversation.

[acontreras]

System Specs

3CX Hosted AWS Version 16.0.9
SBC to Office (raspberry pi) Version 16.2.24
Grand stream GXP 2160 Firmware 1.0.11.16



Costumer reports incident:

Something weird happened today at office phone line. EXT 500 and EXT 503 both answered the same call at a same time, so EXT 500 was able to listen to our Conversation.
EXT 500 answered that call from the desk phone, Grand stream 2060 and EXT 503 answered the call from 3CX app (iOS)
Please look into this issue because this should not happen again.
Call was received on 02/26/2021 at 2:23 Pm from phone number X16-X31-X500

Logs report

Inbound calls go to a ring group, EXT 506 doesn't belong to the ring group




3CX Logs shows the call from phone number X16-X31-X500
Was answered by EXT 506




I'm lost here, where I start investigating what happened and how I prevent it to happen again?

Thanks for any tips

 

[leejor]

Not the first time it has been reported happening.

https://www.3cx.com/community/threads/two-employees-picked-up-the-same-call.62928/

 

[acontreras]

Hi,

Thanks for the reply, I saw the post but in this case there's extra oddity the two extension involved on the incident none of them ar the ones who pickup the call according to 3CX logs

EXT 506 shows as the extension that answered the call but EXT 500 and 503 pickup the call no EXT 506, 506 it's not even in the ring group

 

[Wael]

Happened once with us and the customer was confused that 2 agents answered his call at the same time :/

 

[nub]

Dear 3cx I never thought it would happen to me...

In my years of using 3cx only once did I pickup a call and have this happen.

 

[ChrisC_3CX]

The chances of this happening are next to nothing but it is a possibility when one of the receiving 3CX Clients is a mobile app (iOS or Android). In any case, due to the changes the 3CX PBX has undergone in v18, the probability of this happening will be even less if not non-existent.