Hi,
One of our clients is having an intermittent issue with calls occasionally not ringing.
Client uses mostly soft clients installed on Windows, mixture of the legacy v16 and new v18 client. They also have the client installed on their mobiles, mixture of Android and iOS.
Phone system is hosted by us, externally to the customer (Version Number: 18.0 (Build 939))
Supposedly the soft clients are not ringing sometimes for incoming calls and the extensions experiencing issues are showing as "unregistered" when viewed from another soft client. It's been reported that it happens both for extenal and internal calls, though they've only provided date/times for internal calls so far.
The internal calls reported are all coming from Reception who uses a deskphone (Yaelink T48G).
I was on-site for 2 hours trying to replicate this issue on my own equipment without success, however did witness the issue happen on a PC the client says has never experienced this issue before.
The Desktop client initially was showing as online and available, but no calls were ringing at it either from the Yaelink deskphone or the mobile app I provisioned on my mobile under a test user account. I had a constant ping running to 8.8.8.8, all successful. I also did a DNS resolution for the phone system which came back with the correct IP. After a few minutes the Desktop client then went offline, pings still succesful. The client was V16 so, after a couple of minutes of it remaining offline I uninstalled the V16 client and installed the V18 client afterwhich the new client showed connected and accepted incoming calls.
The latest one, reception made a call to internal extension (6652). 6652's desktop client (v16) rang momentarily then stopped, mobile client didn't ring at all. After 20s call went to 6652's voicemail. Reception re-attempted the call a couple of times but no ringing at all.
In the call report, 2/3 show as terminated by redirecting to voicemail after 20s, but one shows as "failed canceled" after 14s
Not seeing anything in activity log out of the ordinary.
This happens randomly to different users. I've verified the firewall rules on the server side are correct. For the LAN side, I've setup a firewall (Sophos) rule to allow all to and from the server IP as well as implmenting high priority on this traffic. I don't see any other rules using ports that 3CX use, and it's a flat network - no VLANs. Hesitant to start blaming the v16 client as well as several other clients, including ourselves, still use this without any problem. For mobile clients I've asked them to exclude the 3CX app from battery optimisation and to try the "Keep Active" option.
Appreciate with this being an intermittent, non replicable problem it's hard to diagnose but if anyone's got any ideas of avenues to investigate I'd appreciate it.
Another strange thing I noticed is missed call email notifications seem to be quite delayed, sometimes 20 or more minutes. I plan on rebooting the phone system out-of-hours because of this in case something weird's going on there but all looks OK and plenty of resources available to it.
One of our clients is having an intermittent issue with calls occasionally not ringing.
Client uses mostly soft clients installed on Windows, mixture of the legacy v16 and new v18 client. They also have the client installed on their mobiles, mixture of Android and iOS.
Phone system is hosted by us, externally to the customer (Version Number: 18.0 (Build 939))
Supposedly the soft clients are not ringing sometimes for incoming calls and the extensions experiencing issues are showing as "unregistered" when viewed from another soft client. It's been reported that it happens both for extenal and internal calls, though they've only provided date/times for internal calls so far.
The internal calls reported are all coming from Reception who uses a deskphone (Yaelink T48G).
I was on-site for 2 hours trying to replicate this issue on my own equipment without success, however did witness the issue happen on a PC the client says has never experienced this issue before.
The Desktop client initially was showing as online and available, but no calls were ringing at it either from the Yaelink deskphone or the mobile app I provisioned on my mobile under a test user account. I had a constant ping running to 8.8.8.8, all successful. I also did a DNS resolution for the phone system which came back with the correct IP. After a few minutes the Desktop client then went offline, pings still succesful. The client was V16 so, after a couple of minutes of it remaining offline I uninstalled the V16 client and installed the V18 client afterwhich the new client showed connected and accepted incoming calls.
The latest one, reception made a call to internal extension (6652). 6652's desktop client (v16) rang momentarily then stopped, mobile client didn't ring at all. After 20s call went to 6652's voicemail. Reception re-attempted the call a couple of times but no ringing at all.
In the call report, 2/3 show as terminated by redirecting to voicemail after 20s, but one shows as "failed canceled" after 14s
Not seeing anything in activity log out of the ordinary.
This happens randomly to different users. I've verified the firewall rules on the server side are correct. For the LAN side, I've setup a firewall (Sophos) rule to allow all to and from the server IP as well as implmenting high priority on this traffic. I don't see any other rules using ports that 3CX use, and it's a flat network - no VLANs. Hesitant to start blaming the v16 client as well as several other clients, including ourselves, still use this without any problem. For mobile clients I've asked them to exclude the 3CX app from battery optimisation and to try the "Keep Active" option.
Appreciate with this being an intermittent, non replicable problem it's hard to diagnose but if anyone's got any ideas of avenues to investigate I'd appreciate it.
Another strange thing I noticed is missed call email notifications seem to be quite delayed, sometimes 20 or more minutes. I plan on rebooting the phone system out-of-hours because of this in case something weird's going on there but all looks OK and plenty of resources available to it.
