Issue with availability status, ghost sessions

[orlanIMP]

Hello everyone,


One of my clients has reported a rather strange issue.
Their IT setup consists of 4 workstations, and they are using 3CX via .PWA.

Every day, they encounter "ghost" sessions — a secretary who is not logged into any workstation appears as "available" in 3CX.
This happens randomly with any secretary — sometimes it's secretary 1, other times it's secretary 2, and so on.

I've checked each workstation, and none of them has an active session.

Could this be a bug in version 20 RC?
I've never encountered an issue like this before.
The automatic switch to "available" during office hours is disabled in all profiles.


thank

 

[KyriacosS_3CX]

Hi,

What version are they running, anything in the logs?

I've checked each workstation, and none of them has an active session.

Can you expand, PWA is completely off, no chance it is stuck as a process in windows? Just trying to see the setup to check if it can be replicated.

Thanks,
K.

 

[orlanIMP]

Hello, the current version is 20rc2.
I performed the update yesterday, but it didn’t "disconnect" the ghost user sessions.
I also restarted the operating system, which didn’t resolve the issue either.


Yesterday, during the procedures, no computers were turned on, yet three ghost sessions were still present and couldn't be removed.


In the active connections: nothing
.
When I logged into one of the sessions and set it to "Do Not Disturb" then closed the application, the session didn't show as "unregistered" but remained in "Do Not Disturb" mode, as if it were still active on my workstation ...

Attached is a compilation of several settings from a ghost profile.
When a call enters the queue, we can see it being routed to the queue and ringing, even though this session doesn't exist.

 

[KyriacosS_3CX]

Hi,

Is "Log out from queues" checked or unchecked for this users in their Away, DND modes? If not they will stay in the queue unless manually logging out from them.

 

[orlanIMP]

If my users are in DND, they are correctly disconnected from the queue , that's not the issue
The actual problem is that we have a user showing as available, receiving calls from the queue, even though their session is not initiated on any workstation.

 

[KyriacosS_3CX]

Any chance "Also ring my mobile" is checked?

 

[orlanIMP]

Hi. No is not.

 

[KyriacosS_3CX]

They only use the web/PWA? Any IP phones or apps? Teams presence integration?