Solved Listen In Function - No Connection to specific ext's

[DrainBamaged]

v16 Enterprise - fully patched, Windows 2019 - Fully Patched.
All users using Softphone and 5090 tunnel.

Scenario: Manager reported he could not listen in on one of his agents. Both are in the security group for that queue and the manager is listed as a manager with agent as user. Added myself to the queue and security group as a manager and tried to listen in on the agent. Option was in Switchboard, right click, but no connection when triggered. Right clicked on another agent in the same queue and successfully connected to hear the conversation. Specific agents (found two so far in that queue) cannot be listened too. They appear to be set up identically to ones that I can listen to. Only difference is the email domain for the user on the extension, but can't see that doing this...

Managers have the "Can Barge in, listen or whisper (Available in Professional and Enterprise)" right checked. I unchecked it, saved then rechecked it and saved. No effect. Nothing seen in Activity log (Medium logging level) for unsuccessful or successful connections. Do I need verbose for this?

Anyone seen this before?

 

[NickD_3CX]

Hi!

I haven't managed to replicate this on V16, so could you upgrade your system to V18 and check if the issue remains there as well?
In this case, we could possibly investigate further.

Just to be clear, when you right-click, you see the option to barge/listen in, you press it, but you never receive the call to listen in.

 

[DrainBamaged]

Correct, all options (barge, whisper, listen in) appear for all agents, but two agents cannot be listened into when clicked on.

We are upgrading mid-January as we have seven installs that have to be done simultaneously because of the lack of backwards tunnel compatibility.

Thanks.

 

[NickD_3CX]

We are upgrading mid-January as we have seven installs that have to be done simultaneously because of the lack of backwards tunnel compatibility.

I assume you mean specifically because you have them Bridged between each other. If this is the case, understandable.

Just to make sure, the extension you are trying to barge into and can't, it is an extension on the same 3CX Server, right? You aren't trying to barge into a call that is happening between extensions on another 3CX that you are bridged with?

Also, what 3CX Client are you using and trying to barge in with?
If it's the Windows Client, could you tell me the software version of it?

 

[DrainBamaged]

Yes, all ext are on the same server and are visible on the Switchboard. I'd love a multi server queue and have advocated for that in the past, but we have nothing like that in place.

We have separate groups for each department and the queue / group is in use by ten agents total. Eight can be listened into, two cannot. It is the same two agents with my extension as the managers. All agents have the correct group in their extension settings with correct boxes ticked mirroring the group user / manager permissions.

The seven servers are bridged and we have links to two other companies, also using 3CX, so that upgrade needs to be heavily coordinated.

16.3.0.264 is the 3CX Phone for Windows version for the softphone. That is consistent across the Enterprise.

Didn't get a chance to reboot the server last night. Will turn on verbose logging and do that this evening.

 

[NickD_3CX]

16.3.0.264 is the 3CX Phone for Windows version for the softphone. That is consistent across the Enterprise.

Out of curiosity, can you log into the WebClient with your own same extension and check if from there the behavior is the same of different?

Didn't get a chance to reboot the server last night. Will turn on verbose logging and do that this evening.

This would be the next step, yes. Let us know how it goes.

 

[DrainBamaged]

Staff told me this morning the Listen In was "working perfectly."

Reboot cleared whatever memory glitch had occurred. Thanks.

 

[VasilisV_3CX]

Glad to hear that!

I'd suggested scheduling a downtime to upgrade this system to V18 which solves a lot of these stability issues asap.

As the issue has been resolved, I am flagging this as 'Solved'.