Presence status stuck in yellow

Discussion in '3CX Clients' started by David Sokolic, Feb 8, 2017.

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  1. David Sokolic

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    Hello

    I have an extension whose presence status is stuck in yellow even though the user is not in a call. When the user changes to "away" or "do not disturb" is still stays yellow. It seems stuck.

    How do I fix?
     
  2. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    Hello @David Sokolic

    Make sure there is not a stuck call in the system that is making the extension appear busy.
    Restarting services should clear the stuck call
     
  3. Jordan Daniel

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    We are having this problem randomly, but our queues are full... and an agent cannot take a call due to this stuck call.
    Restarting services would drop all callers in the queue. Is there any other work around?
    I've tried to "Drop" the call from queue manager, but its just stays there.
    The active call listing on the web interface is empty, despite 30 calls being active on the dashboard!

    This problem has a negative effect on productivity!
     
  4. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    When a call is stuck like that then you need to restart services to end it. This can be caused because a BYE message is not received from the PBX and the call stays open. Are you using the Barge In functionality as this is known to cause stuck calls
     
  5. Jordan Daniel

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    No we aren't using Barge-In. We have a few clients (managers) that use the Q-Manager for stats that aren't available on the wallboard.
    The rest of the extensions are Fanvil X3S (with the 3CX firmware on).

    At the moment it is happening about twice a week.
    Why have the "Drop" function in the context menu if it doesn't work?
     
  6. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    The drop function works for calls that are not stuck. If you are not using barge in and you have stuck calls then the issue is somewhere else. Is the issue happening with external calls only or does it happen on internal calls as well? (extension to extension)
     
  7. Jordan Daniel

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    I have only seen this on external calls, but they first sit a very busy queue for an average of 20mins.
    After the agent gets the call from the queue, they complete the call (average 10mins talk time). and at the end of the call the extension stays busy, the queue cannot reach that extension anymore, and the call gets stuck on the PBX, which breaks the active call screen on the dashboard.
     
  8. tvdir

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    Are you using a VoIP provider or PSTN gateway?
    Do other non-queue calls also behave the same way?

    Calls not being ended correctly looks like a NAT/firewall/SIP ALG issue, where the SIP BYE message is not received by the PBX or agent as explained by YiannisH_3CX.
     
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