Parked Calls cannot be answered/rejected/Stuck

[HSHAH]

Hello All

We have an issue with Parked calls where once the "Automatically unpark forgotten calls" period which is set to 5 minutes is finished, the calls are been transferred to the nominated extension(expected) however the call cannot be answered(blank) or rejected, this call keeps ringing on the extension until its forced disconnected on 3CX.

This behaviour seem to only occur with calls that were parked and the external caller had hung up while being parked.

On the SIP trunks we have "Supports re-invite" unselected however this did not fix the issue.

We are using 3CX version 16,0,9.

Any ideas what could be causing this issue?

Log file attached
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[VasilisV_3CX]

Hi @HSHAH,

I can see by the logs that the call comes in to an IVR, then goes to a Ring Group, and ext 132 answers, but within a second it's transferred to SP03. Can you explain how you've set this up to route to SP, feel free to explain the desired call flow and how it works at the moment.

 

[HSHAH]

Hi Mate

Correct, Inbound calls comes in, goes to the IVR, then to a ring group and then routed to an extension(s).

Extension pops the call on hold/parks it.

After a few minutes the caller hangs up but the call is not disconnected from the PBX, the calls sits in the Parking orbit and then starts ringing an extension after 5 minutes, the extension tries to answer the call but because the caller had already hung up its blank, they then try to reject/hangup the call but cannot do so, the extension just keeps ringing. eventually the call has to be disconnected on the PBX.

 

[VasilisV_3CX]

Hi @HSHAH,

A few more questions:

1. Extension 132, does it have SP3 configured on a BLF?
2. Is this specific to 132 only?
3. What devices are being used by 132? i.e Is this all being done via the softphone?
4. Are they answering the call then immediately pressing the BLF key?
5. Which SIP trunk provider are you using?

 

[HSHAH]

Hi Mate

Please see answers inline.

Extension 132, does it have SP3 configured on a BLF?
Yes, however this fault has occurred across different shared parking BLFs and extensions.

Is this specific to 132 only?
No, there are multiple extensions with about 6-7 SP BLFs and this fault can occur randomly on any SP and extension.

What devices are being used by 132? i.e Is this all being done via the softphone?
Yealing 54W only.

Are they answering the call then immediately pressing the BLF key?
Correct

Which SIP trunk provider are you using?
We have our own Voice network, SIP trunks are configured between 3cx PBX and Cube routers.

 

[ChrisC_3CX]

I have attempted to reproduce this issue multiple times using the same configuration/call flow, same exact PBX version and same IP Phone but without success.

Is this something you can reproduce at will by simply placing an inbound call, place it in Shared Parking and then have the caller hang up?

If yes, when the caller hangs up, do you not see the shared parking spot change to available again (green), does it just stay red?

 

[HSHAH]

Is this something you can reproduce at will by simply placing an inbound call, place it in Shared Parking and then have the caller hang up?
Unfortunately cannot reproduce this at will.

when the caller hangs up, do you not see the shared parking spot change to available 9 (green), does it just stay red?
The parking button stays RED until the call is forcibly disconnected from PBX.

 

[VasilisV_3CX]

Hi @HSHAH,

How often would you say this happens? Is it a daily occurance? If so, how many times per day would you say?

 

[HSHAH]

How often would you say this happens? Is it a daily occurance? If so, how many times per day would you say?
Not daily but once or twice a week. Sometimes once in two weeks etc.

 

[VasilisV_3CX]

Hi @HSHAH,

Since we can't reproduce this on command, I'd suggest contacting 3CX Support via a 3CX Partner to investigate when it occurs, as providing them with logs and Support files to read through will most likely pinpoint the problem.