Line not disconnected when caller hangs up on Digital Recepcionist

[Aromero]

Hi everyone,

First time implementing 3CX, my setup is 3CX v16 running on a virtual server with windows Server 2016 and a Patton SN4141 as a gateway. My problem is as follows: When an external caller hangs up on the Digital Receptionist prompt, Extension VoiceMail prompt or when the extension si ringing but not answered the line doesn't disconnect and it keeps being busy I have to terminate it through 3CX.

The only way for it to work properly is if the call is answered by any extension and then the caller or the extension user hangs up.

Could you please help me find what can be wrong I've been reading a lot and can't find any solution to this issue.

Kind Regards,

 

[eddv123]

Firstly you need to find out where the issue lies so a little troubleshooting is required, can you first advise whether this issue occurs for just external calls (try making an internal call to this IVR, voicemail for example).

I would predict it only occurs on external calls, as this is not an un-common issue when using VoIP gateways (the gateway does not detect that the caller has hung up, the call stays connected).

In most cases if a 3CX extension disconnects, then, that should be passed to the trunk and it should disconnect the call. Issues like this usually arise when the disconnect Method is not set correctly in the gateway so that it can detect the incoming call dropping from the PSTN side.

 

[leejor]

The most reliable disconnect method is CPC (Calling Party Control). This is a feature offered by your provider that removes the line voltage for a spit second, to tell your equipment that the calling party has hung up. Not all providers offer this. Your gateway must also have this feature enabled. The next method, on the list is using silence, to determine that a call should be released. This is not nearly as reliable, as things like low-level hold music will sometimes be detected as silence. There are usually a number of timers, and thresholds, that can be set to try to overcome calls dropping when they should not.

Check with your provider, to see if CPC is available on your PSTN lines.