Lost Calls

[MFreid]

We use 3CX as a call center for our customer/technical support.
Today we've had multiple instances of customers calling in and being dropped to voicemail immediately.

We have a queue of 8 users and at least two of them were available and logged into the queue at the time. Here is the log for one of those calls. It is not supposed to go to voicemail unless no one is logged in.

Can anyone assist?

02-Oct-2015 15:30:29.311 Leg L:5529.4[VMail] is terminated: Cause: BYE from PBX
02-Oct-2015 15:30:29.310 [CM503008]: Call(C:5529): Call is terminated
02-Oct-2015 15:30:29.310 Leg L:5529.1[Line:10002<<9093319300] is terminated: Cause: BYE from 96.44.149.202:5060
02-Oct-2015 15:30:16.824 Leg L:5529.3[Queue] is terminated: Cause: BYE from 127.0.0.1:5488
02-Oct-2015 15:30:16.622 [CM503007]: Call(C:5529): VMail:99999 has joined, contact <sip:[email protected]:40600>
02-Oct-2015 15:30:16.621 L:5529.4[VMail] has joined to L:5529.1[Line:10002<<9093319300]
02-Oct-2015 15:30:16.468 [CM503025]: Call(C:5529): Calling T:VMail:99999@[Dev:sip:[email protected]:40600;rinstance=63cb274c449c2624] for L:5529.1[Line:10002<<9093319300]
02-Oct-2015 15:30:16.416 [CM503027]: Call(C:5529): From: Line:10002<<9093319300 ("9093319300" <sip:[email protected]:5060>) to T:VMail:99999@[Dev:sip:[email protected]:40600;rinstance=63cb274c449c2624]
02-Oct-2015 15:30:16.416 [CM503004]: Call(C:5529): Route 1: from L:5529.1[Line:10002<<9093319300] to T:VMail:99999@[Dev:sip:[email protected]:40600;rinstance=63cb274c449c2624]
02-Oct-2015 15:30:16.416 [CM505003]: Provider:[VoIP.MS] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [voip.ms] PBX contact: [sip:[email protected]:5060]
02-Oct-2015 15:30:10.032 Currently active calls - 4: [5418,5419,5518,5529]


Thanks

Mark F
CAKE Corp

 

[lneblett]

Given the log, it appears that the call went immediately to voice mail, but I am not certain that we are seeing the entire log as the log's first entry indicates that the call was already in progress. A more detailed log showing from call inception with the associated Invites and all may provide more insight as to the cause.