PC of 3CX soft phone crash, the call still remain in the system. This problem led to a cost of $100 per day!

[58voip]

HI,

We have a customer who use 3CX as outbound campain. They are using 64SC PRO system.The customer's each agent will have about 100 Calls per day. And it have about 80 agents.

The issue is like this
When a agent dial a outbound campain call, it reached a number which have IVR. And this IVR don't have timeout setting. Meanwhile, This agent's pc of 3CX softphone crash. As a result. The call will remain in 3cx system. and keep calling the IVR which don't won't have the time-out setting. because the softphone didn't sent any "bye" to 3cx sytem. and the sip trunk don't sent any "bye" either. so it generated the call fee on this issue.

Now this cost reach about 100 USD a day. I know This is a small probability event. But the customer have too many calls per day.

Our team already asked 3CX support. The answer is we need to edit the MAXCALLDURATION(limit all the talik time). But with this setting, all the call time will be limited. It seems that the cost reduce. But the user experience is not very perfect.

Any one have some idea to solve this?

 

[cobaltit]

Yes. Use a supported SIP trunk provider

 

[58voip]

But the point is that when the call reach a number of IVR, and the IVR won't time out and end the call.

 

[leejor]

Perhaps you should attempt to figure out why the PC is crashing, as it sounds as if it is not an isolated occurrence.

 

[dan_tx]

HI,

We have a customer who use 3CX as outbound campain. They are using 64SC PRO system.The customer's each agent will have about 100 Calls per day. And it have about 80 agents.

The issue is like thisView attachment 9686
When a agent dial a outbound campain call, it reached a number which have IVR. And this IVR don't have timeout setting. Meanwhile, This agent's pc of 3CX softphone crash. As a result. The call will remain in 3cx system. and keep calling the IVR which don't won't have the time-out setting. because the softphone didn't sent any "bye" to 3cx sytem. and the sip trunk don't sent any "bye" either. so it generated the call fee on this issue.

Now this cost reach about 100 USD a day. I know This is a small probability event. But the customer have too many calls per day.

Our team already asked 3CX support. The answer is we need to edit the MAXCALLDURATION(limit all the talik time). But with this setting, all the call time will be limited. It seems that the cost reduce. But the user experience is not very perfect.

Any one have some idea to solve this?

Yes. Setup a script to run when 3cx softphone is launched to drop all active calls for that user. That way if their computer/softphone crashes, when they log back in and open 3cx softphone, it will drop the active call that they no longer have access too.

Tested and working as a bat file, code below uses the calltriggercmd.exe to get the active calls, then drop the active call.

FOR /F "tokens=* USEBACKQ" %%F IN (`""C:\ProgramData\3CXPhone for Windows\PhoneApp\CallTriggercmd.exe" -l"`) DO (
SET var=%%F
)

ECHO The active calls are %var%

"C:\ProgramData\3CXPhone for Windows\PhoneApp\CallTriggercmd.exe" -d:%var%

edit
Spoke to soon. I did a force close of the 3cx softphone, and when bringing back up it no longer lists the active calls as shown by the 3cx server. So need to figure out a way around that.

 

[dan_tx]

You could use the webclient. When it crashes, the call is ended.

 

[Jacky Liu]

if use the webclient,when the computer is crashes(power off), the call will be continue.

 

[StefanW]

beside the correct statement of support in regards to
MAXCALLDURATION
you might like to use a provider which uses session timers. https://tools.ietf.org/html/rfc4028
This is a method in which sporadically all parties are tested to be still connected.
If a party is missing the call is dropped.

 

[cobaltit]

you might like to use a provider which uses session timers. https://tools.ietf.org/html/rfc4028
This is a method in which sporadically all parties are tested to be still connected.
If a party is missing the call is dropped.

Yep, hence the supported provider comment.