Parked Calls randomly disappear from Receptionist view

[Carrnon]

For a few months a client of ours is having issues with picking up parked calls.This issue was raised initially due to a client spending over 20 mins parked before they hung up and called back however the receptionist assumed they had hung up as she could not see the call.

All staff are using 3cx Softphone and there are no handsets in the office. As an example of what is happening a call will come through on the main line and then the receptionist will answer the call. She will then place the call on park to direct the call, she will speak with the staff member where the call is going and this is where the issue comes in. One of two things happen the receptionist is no longer able to see the parked call in the receptionist view and is not able to pickup the call to transfer it or the staff member who needs to take the call is not able to see the call in the receptionist view and needs someone else to pick it up for them to be transferred. However we have had cases where half of the office cannot see the parked call to even pick it up and transfer it.

The Phone system version is Professional Annual 16.0.2.910 and the Software version for all the Softphones is 16.0.1.81. All staff have the correct permissions to be able to park calls in the phone system and it is not every call that is parked its around 1-2 calls on average a week that experience this problem and its driving me batty troubleshooting has anyone got any ideas on what might cause this?

 

[JohnS_3CX]

Hi @Carrnon

Do these calls appear in the Active Calls of the PBX when they disappear from everyone's view?
They should appear in SP1 for example if Shared Park 1 was used.


I would also recommend to update your PBX because there have been 2 service packs released since your version.

 

[Carrnon]

Thanks for the response @JohnS_3CX sorry for my delayed response. I'll schedule in to update their server version this week and see if it makes any difference.

As far as if i can see it in the active calls log i have yet to catch it in action. As we are 3rd party IT Support and due to the occurrence being so random, sometimes over a week between occurrences the client haven't been able to leave a client of theirs in that state long enough for them to contact me to login and check the calls. I'm still actively trying to catch one but at this point i haven't had a lot of luck.

 

[JohnS_3CX]

Ok, let us know how it goes after the update and allow the customer to report back