International CS rep can't get calls

[howlegh]

We have a rep in Ecuador. Every few months, we have a problem with her 3CX where suddenly, she can't get calls. She is in a queue and available but gets no calls routed her way.

For example, this morning, it happened. We could call her extension and she got those calls. However, inbound customer calls would skip her in the queue.

In the past, we have done things like rebuild her login completely or just have her download/reinstall the clients on her PC/phone and eventually it starts working. Today, reinstalling did not work, but after I turned on verbose logging to see if I could get more info, it suddenly started working again.

I do have a few "Target not found" items in the Call Report.

07/26/2022 12:37:41

Paola Maldonado (25)

593987702958

unanswered

00:00:00

00:00:00

00:00:00

0.00

Target not found

Any ideas on this?

 

[noord]

Next time it happens, you should start a trace on 3CX. Then reproduce and stop the trace. That'll get you a capture file you can analyze with wireshark. That'll most likely help you identify what's going on.

My personal best guess would be that her internet connection (or LAN) is intermittent at that time. So, your call to her extension do come through, but that could be just a coincidence. If you called her extension 10 times, it would perhaps also fail 5 times at that moment. But that's just my first suggestion. Usually when a problem is really strange, it's something entirely unrelated.

In the same manner I will never forget (the true story!) of a friend of mine. He had dropped his cell phone in the toilet. It was not waterproof. So, he carefully dried it with a hair dryer (not too close, not too hot), put in a a bag of rice overnight etc. Next morning he tried turning it on and it did turn on! However, it would not make a network connection to his provider.
So he got really frustrated having spent so much time cleaning the phone up, he threw it to a wall....
Only to find out minutes later the provider was having a major outage and 40% of the country couldn't call..... Oops....