Queues and extensions

[mmd]

Hi

We have had a problem for a while now that we cant get around so Im hoping for some tips.
We are running version 15.5.15502.6

The issue is that randomly extensions logged in to a queue stops ringing and the only solution is to log the extension out and then remove them from all queues and then add them again and log them in again and it will work until next time.
This happens every day with different queus and different extensions.

Callback is enabled on the queues

Any ideas or suggestions will be appreciated because im out of ideas

best regards
Martin

 

[AWS2P]

Hi Martin,
V16 has improvment on Qs, and phones firmwares, why not doing an upgrade to latest V16SP3?

 

[mmd]

Hi
Because what I know its quite a huge difference between version 15 and 16 with callflows and so on and we dont know if the upgrade does more harm than good. Does some models stop working etc?
The system is quite large, complex and important so we need to go gentle

As of now we have 1500+ extensions and 100+ callqueues

//Martin

 

[Saqqara]

Please supply some info on the setup -
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

How much memory does the system have ?

 

[mmd]

Info about the system

• 3CX Version, Professional Perpetual 15.5.15502.6
• Server OS, Windows Server 2016 Version 1607 (OS build 14393.3181)
• Is the 3CX Server Hosted and where? Yes in our own hosting
• IP Phone Make/Model/Firmware Many different. Snom d765 and 760 and Ascom portables. (Problem is on all models and firmwares)
• Provisioning Method: Local
• Trunk Provider or Gateway Tele2
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: YES
• Memory 8GB
• CPU 4 cores

 

[AWS2P]

Are the problems occuring on phones using custom templates?

 

[mmd]

Its occuring on random different phones, both with and without templates

 

[AWS2P]

OK so in your Qs you can have mixed phones models with custom template ?

 

[JohnS_3CX]

Hi Martin,

Wait until a user faces this issue, then before you do anything else, check via the switchboard to see if the extension is still logged into the queues.

 

[mmd]

Hi Martin,

Wait until a user faces this issue, then before you do anything else, check via the switchboard to see if the extension is still logged into the queues.

Hi
Yes its still logged in and everything looks fine. just the calls not recieved by the extension

 

[JohnS_3CX]

Ok, when the problem happens again do not log in/out of queues, just leave it as it is.

Then, launch the 3CX client using the user's extension and see if the client receives calls.

Do not log out and in of queue, this is important. I want to see if the problem is with the phone or with the extension itself.

 

[mmd]

Ok, when the problem happens again do not log in/out of queues, just leave it as it is.

Then, launch the 3CX client using the user's extension and see if the client receives calls.

Do not log out and in of queue, this is important. I want to see if the problem is with the phone or with the extension itself.

I tried this just now when we hade the issue. Did nothing except loging in with the client and it is not calling in the client either

 

[AWS2P]

Seems to be extension problem, also you said having +1500 ext. on this pbx and 8GB of Ram, on dashboard in hardware ressource meters, are they fully used or no?

 

[JohnS_3CX]

You might want to take a look at the hardware requirements indeed
https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

Also I would consider planning an upgrade to V16 because there have been quite a few improvements in the queue manager, not sure if it will solve the specific problem

 

[mmd]

Seems to be extension problem, also you said having +1500 ext. on this pbx and 8GB of Ram, on dashboard in hardware ressource meters, are they fully used or no?

CPU usage is 8-10%
Memory usage is 58-60%