People showing in call status but they aren't

[JesperITJV]

Hi,

I'm facing some issues with a clients 3CX. They found out that sometimes their phone shows them at being in status "in call" which they aren't. This has caused to being not available and people not getting an agent on the phone.

Is there a way to debug this, or to solve this?

 

[Alphabetic]

What endpoint are they using? How are phones provisioned? Is 3cx on prem or in the cloud? Does 3CX pass the firewall test.

 

[JesperITJV]

What endpoint are they using? How are phones provisioned? Is 3cx on prem or in the cloud? Does 3CX pass the firewall test.

They are using the 3CX app, 3cx is on prem, firewall test pass

 

[Alphabetic]

What AV/Firewall are they running on their computer?

 

[JesperITJV]

What AV/Firewall are they running on their computer?

Do you mean the firewall used for the server where 3CX is running?

Because the 3CX is on a VPS from contabo.com

 

[Alphabetic]

You said 3CX is on prem but is on a VPS?

Are you using a supported SIP provider?

 

[JesperITJV]

You said 3CX is on prem but is on a VPS?

Are you using a supported SIP provider?

on-prem means that we are hosting it ourselfs right?

No, generic sip trunk.

 

[Alphabetic]

No "on prem" means your PBX is on the same LAN as you. Although when you deploy 3CX via the portal to self-host you do select "on prem".

Is it every call?

can you replicate?

you should try capture the network traffic of a call and see if you're sending/receiving BYE to disconnect the call.

I'd also recommend using a supported SIP provider.

 

[JesperITJV]

No "on prem" means your PBX is on the same LAN as you. Although when you deploy 3CX via the portal to self-host you do select "on prem".

Is it every call?

can you replicate?

you should try capture the network traffic of a call and see if you're sending/receiving BYE to disconnect the call.

I'd also recommend using a supported SIP provider.

it is not every call, on monday they sent me a screenshot of 2 of the agents being in call, the rest was not on duty so the calls were not answerd. Today it seems to work normally.

I can not replicate, as I don't know why it happens that some agents are being on call which they aren't

I could, but I don't know when this problem occurs...

I don't have a contract with a supported sip provider, as they are more expensive than the one I am contracted to

 

[Alphabetic]

The "BYE" isnt being received so the call stays active. Does it show as an active call in 3CX when you look?

 

[JesperITJV]

The "BYE" isnt being received so the call stays active. Does it show as an active call in 3CX when you look?

No, it doesn't show that there is a current call when I check "Active calls 0 / 4 "

 

[Alphabetic]

ok, interesting.

what is the environment on the computers? OS, antivirus?

 

[JesperITJV]

ok, interesting.

what is the environment on the computers? OS, antivirus?

What do you mean with the computers?

3CX runs on debian, the clients only use the 3CX App

 

[Alphabetic]

Im trying to establish if the problem is being caused by the computers - is there something on there that could conflict with the 3cx app.
Is anyone able to use 3CX mobile app for a day to test?

 

[JesperITJV]

Im trying to establish if the problem is being caused by the computers - is there something on there that could conflict with the 3cx app.
Is anyone able to use 3CX mobile app for a day to test?

Ah sorry, they are using the mobile app, they are not using the computer app..

 

[JesperITJV]

Any idea how to find the problem? Could it be the SIP trunk?

 

[TLCtech]

running into this as well. Was this ever figured out?

 

[JesperITJV]

running into this as well. Was this ever figured out?

I've sent logs to 3CX, still waiting for them to find out what this is.