One incoming call answered by two extensions at the same time

[Moz]

Hi All,

We are experiencing an odd issue where external inbound calls can be answered by two or even three extensions at the same time.

The call flow is: external inbound call > two agents (ring all), after x time of no answer > eight other agents (ring all), after x time of no answer > external service number.

Anyone had similar or know what I might want to look at?

Thanks,

 

[leejor]

Do you mean ring groups? Two agents in the first ring group, the eight in the second? You say "can" be answered, are they actiually being answered, by two people, at the same time, and all can hear each other?

 

[nub]

Do you have an analog to digital gateway deployed by any chance?

 

[Moz]

Do you mean ring groups? Two agents in the first ring group, the eight in the second? You say "can" be answered, are they actiually being answered, by two people, at the same time, and all can hear each other?

Hi leejor,

Yep, two agents that are part of a ring group 1 and then eight agents that are part of another ring group 2.

I am being told they end up on a two or three way call and can all hear each other so assume they both pickup at same time.

 

[Moz]

Do you have an analog to digital gateway deployed by any chance?

Hi 3cxnub,

We are running a Windows SBC with VPN to a PBX located in Azure.

 

[leejor]

This did come up a short while back.
https://www.3cx.com/community/threads/two-employees-picked-up-the-same-call.62928/
Perhaps more than a fluke?
If you can reproduce, it might be worth using Wireshark to see what is going on (exact order SIP messages are being sent).

 

[Moz]

This did come up a short while back.
https://www.3cx.com/community/threads/two-employees-picked-up-the-same-call.62928/
Perhaps more than a fluke?
If you can reproduce, it might be worth using Wireshark to see what is going on (exact order SIP messages are being sent).

Thanks leejor, I added to that post.

It has happened three times and always seems to be the same people, that I know of.

I will investigate further but if anyone has any other ideas please let me know.

 

[leejor]

I can't recall seeing this issue come up previously. If a bug, of some sort is suspected, then you would have to confirm that it can be reproduced at will. You would also have to eliminate network hardware, swap out sets etc. , that may be the cause.

Is it an agent in the first ring group that answers, as well as an agent in the second ring group, or both are in the same ring group? If both are in the same RG, then both sets are expected to be ringing at the same time. Unless the agent in the first RG also belongs to the second, then the first RG should no longer be ringing when the call moves over to the second. If it still is, then there is obviously a delay happening to the Cancel message.

 

[JohnS_3CX]

Hi Moz,

Are you currently running a supported setup? (15.5SP6 with 3CX firmware and templates for devices and provider)
You should increase your logs to verbose so more info can be collected. If this happens often, you should also consider running a tshark session to capture the problem while it's happening. Since there is an SBC involved, you might have to capture on both the PBX and the SBC and collect useful data before this can be troubleshooted.