Possible Lost Calls

[ITAdmin]

We have been having issues with our customers stating that they have been on hold for long times before their call was answered. However, I have not been able to trace anything until today. We had a customer state that they were on hold for 21 minutes before someone answered. I looked up the call within our SIP providers portal and indeed it shows 21 minutes. So I went into the call log of 3cx and found the call



It appears from the Call Log that the caller was answered by ext 1308 ( after the caller waited for about 1 minute ) and hung up after 10 seconds. They then called back 20 minutes later and was routed to ext 1505. But this information does not line up with the call log from my SIP provider, so I decided to look into the blrec file for this time period.

What I think I found is that at 1:57:57, the call was terminated by ext 1308, but notice right after the hangup there are a couple of lines referencing the Caller Number ( 1xxxxxxxxxx ) and "Conference Room7000". What is this ( please note that I know about the Conference Room option in Settings, I just don't know why I see it in the trace. We don't use the Conference Room feature ) ? Could this be where the Caller went after the hang up for 20 minutes? If so, how did they get there? Right after that, at 2:17:42, I see what looks like the Caller calling back in.

Any thoughts?




Thanks for your help.

 

[YiannisH_3CX]

Hello @ITAdmin

From the provided logs the calls looks to terminate successfully. The conference line is not related to your issue and it is the conference system extension registering to the system. You will find the same line multiple times in your logs along with other system extensions doing the same thing.


From the provided logs i cannot see what the issue might be so we will need additional information regarding your system setup. https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[ITAdmin]

Great. Thanks. That's what I was thinking as well, just wanted to verify. If 3CX terminated the call correctly, but my SIP Provider ( DIDLogic ) shows that they were on the call for 21 minutes, any thoughts as to what happened?

DIDLogic Log Entry

• 3CX Version: 16.0.493
• Server OS, Windows 10 Pro
• Is the 3CX Server Hosted and where? No
• IP Phone Make/Model/Firmware: Grandstream GXP2135, 1.0.11.3
• Provisioning Method: Local
• Trunk Provider or Gateway Make/Model: DIDLogic
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: YES

 

[YiannisH_3CX]

At this point i can only make assumptions regarding the issue but perhaps the Bye message was never received by the provider or there is a backup destination the calls route to if rejected by the system. Some providers do provide this option. What is not adding up however is that the client is waiting on the line for so long and i assume they are listening to a music oh hold prompt of some sorts. I would think that they would notice if they were redirected to a different destination.

Where does the call route to? Are you using a Queue? What is the exact call flow?

 

[ITAdmin]

Thanks. I just asked my phone operators the same question. I can't believe that the customer would listen to silence for 17 minutes and not hang up. My operators are going to ask if they heard music or not the next time it happens.

For this particular call, the call flow would have been..

1. Call comes in
2. Q 8009 picks up the call and rings a phone ( 1308 )
3. If not answered within 20 seconds, then it send the call to the Digital Receptionist ( 8017 )
4. If the caller does not press any buttons, then it goes to Q 8010 and rings more phones, including phone ( 1308 )
5. Call would have been transferred to the DME Q ( 8004 )
6. Call picked up by phone ( 1505 )

This is a workflow that I have setup and it seems to be working. I sure wish I knew if the user heard music or not.