Losing calls in queue

[JesperITJV]

Hello 3CX and community,

I have a customer who uses 3CX Pro 4SC. They have a queue with all of their employees in it, but only one has duty on the phone. So everyone else is set to unavailable if they don't have phone duty.

But somehow every once in a while, usually once or twice a day, they lose a call. I can see in the logs that the call is being sent to their mobile phone (3CX app on Android). but they don't actually get the call.

Last time this happend they saw a call coming in via the wallboard and it didn't get to their mobile, they set the status of a other phone to available and it did manage to get to that other phone. but it still didn't ring on the original phone of the person on duty.

Can I get some help debugging this problem?

Battery saving is disabled on all phones for the 3CX app.

 

[TheodorosG_3CX]

From the PBX side?

 

[JesperITJV]

From the PBX side?

The PBX is on a VPS in a datacenter and doesn't have a firewall infront.

 

[TheodorosG_3CX]

This is not something i confirm but since you noticed that this occur on the WiFi you need to check on this side.

 

[JesperITJV]

This is not something i confirm but since you noticed that this occur on the WiFi you need to check on this side.

It is not only a problem with one person, they have about 3-4 receptionists who have this problem at their house.

I don't know what to look at, 3cx should just work on a normal network... I shouldn't have to edit settings in any of their workers modems...

 

[TheodorosG_3CX]

Why not using the 3CX Hosted installation to ensure connectivity?

 

[JesperITJV]

Why not using the 3CX Hosted installation to ensure connectivity?

Because for some reason 3cx removed the generic sip trunk in there

And multiple providers I use are not listed

So that is not an option

 

[JesperITJV]

This can indicate a network related issue.
Check whether there is any DPI running on your firewall.

I'm back, just had another call with my customer.

They said that they couldn't receive a call even when they turned of WiFi and used mobile network.

So now I'm thinking it is not the WiFi that is the issue..

 

[TheodorosG_3CX]

This is not something that can be confirmed in here.
Is there any error in the event log?

 

[JesperITJV]

This is not something that can be confirmed in here.
Is there any error in the event log?

The event log is filled with lost calls in queue but no errors, with the options: "Info, Warning and Error" selected.

 

[TheodorosG_3CX]

I would suggest to contact your Partner for further assistance as this will require to check logs as well. If you still not able to identify the issue you might also ask partner to open a ticket with the Support Team.

 

[NicholasP_3CX]

Because for some reason 3cx removed the generic sip trunk in there

And multiple providers I use are not listed

So that is not an option

Generic SIP Trunks are available in the 3CX Hosted instalations!

 

[JesperITJV]

Generic SIP Trunks are available in the 3CX Hosted instalations!

Can you set me up with a test license for 2 weeks so I can test and maybe switch my customer to hosted?

Nevermind it is way too expensive for my client, they are a non profit organisation...

 

[NicholasP_3CX]

By logging in to your 3CX Portal, you will be able to create a 2 month trial license for hosted.

There are certain terms and conditions, so you can speak with a 3CX Partner.

For example, with my account I have already taken advantage of this