Multiple QCB calls from the same caller even after connection

[TLCtech]

For the last couple of days, Ive been getting reports from agents that when a QCB is requested, they get inundated with calls, often from the same person, even after the QCB connects, and they have a conversation with the person who requested it. The agent has to repeatedly hit decline to get through the mass spamming of calls. It happened to one agent while that agent was in a meeting with me but the queue ended before I got to the Panel to see it. It happened again this morning. But there isnt a LONG LIST of abandoned calls or anything. Its almost like the QCB gets stuck.

Has anyone experienced this?

 

[KyriacosS_3CX]

Hi,

Are there any logs showing this behaviour? Agent's are calling back directly, or the "real" call is via the QCB feature?

Best,
KS.

 

[TLCtech]

Hi,

Are there any logs showing this behaviour? Agent's are calling back directly, or the "real" call is via the QCB feature?

Best,
KS.

The logs dont show it. I dont think they are separate calls, but the QCB is stuck or something. As I understand it, QCB sets the call up, my agent answers, they either speak to someone or a vm, the call ends, and then the agent gets slammed with the same QCB call over and over. The only way they can get it to stop is to get out of queue.

 

[KyriacosS_3CX]

Restart the system services and let's see if there was just something stuck and this clears it.

Else, set your logging to Verbose, replicate the behavior and let's see if anything shows up. Packet capture might also show if there is something odd going on.