Queue stops sending to assigned phones overnight

[docderosier]

Hello,

Recently we updated to v18, and since doing so, it seems every morning I get a call or email from our head receptionist that the main inbound queue has stopped sending calls to her phone, and the other phone the queue is assigned to ring to. Checking the logs, I see this error repeatedly:

RTL:9612.3[Queue:80001] there's no route available to destination Extn:01015
[Flow] Target endpoint for 01015 is Extn:01015

Rebooting the phones resolved this for a day, deleting and recreating the queue solved it for a day, but both times it went back to how it was the next morning. Prior to the update, there was no issue with the queue, and according to the webclient switchboard view, both extensions are logged into the queue. What might be causing this issue, and what solutions might I try?

Also, not sure if it's relevant, but the handsets they use are both SNOM D785.

 

[VasilisV_3CX]

Hi @docderosier,

Can you provide us with information pertaining to your system? https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[docderosier]

• 3CX Version, Professional Annual, 18.0.237
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? On-premises
• IP Phone Make/Model/Firmware version, SNOM D785, fw: 10.1.73.16 (I have an upgrade queued for one phone of the two to see if that makes any difference)
• Provisioning Method: SBC
• Trunk Provider or VoIP Gateway Make/Model, Patton 4171
• Has the Firewall Checker passed: No (all phones and SBCs are internal, should not be at issue here)
• Are custom Phone Templates being used: No

 

[VasilisV_3CX]

Hi @docderosier,

When this happens again, before rebooting the phone or anything else, can you call this extension from another device that isn't behind the SBC (such as the 3CX Mobile Client)?

Also, are you able to dial *777 from the extension? Does it work?

 

[Saqqara]

I am guessing SBC are at remote locations - is extension 01015 behind one of the SBC ?

01015 is the phone registered, and can you make calls from it ?

 

[docderosier]

I can call the extension for the queue (80001) and it'll put me in the queue (with no endpoint), and I can directly call the extensions that are supposed to respond to the queue (01015 and 10106), and the call connects. These phones are also able to make calls otherwise. I will have the user try dialing *777 and see what their results are - for my own edification, what is *777 supposed to do? I tried it from my own extension and it seems to just open an empty line?

 

[VasilisV_3CX]

Hi @docderosier,

*777 creates an echo test so we're able to see if the extension is able to send / receive correctly.

When this happens again, before rebooting the phone or anything else, can you call this extension from another device that isn't behind the SBC (such as the 3CX Mobile Client)?

Also please try this when you can.

 

[docderosier]

Hi @docderosier,

*777 creates an echo test so we're able to see if the extension is able to send / receive correctly.


Also please try this when you can.

I have, the extensions connect as expected. Ring groups pointed to these extensions also connect.

 

[VasilisV_3CX]

Hi @docderosier,

It's an interesting one, I believe you'll need to dive into the logs to find out more about what direct calls are working but calls to the queue aren't working. I'd suggest contacting a 3CX partner to assist you find and translate the logs.