Random Extensions in Call Q stops ringing

[Hugo Venter]

Hi.

We have 3 ques setup with various configurations, ring all, random hunt ext... Almost everyday some of the extensions stop receiving calls.

We use Yealink T40P phones for all our extensions.

We have tried.

1. Restarting the phone. (does NOT resolve the issue)
2. Removing the extension out of the queue and adding it again (does NOT resolve the issue)
3. Re-provisioning the phone. (does NOT resolve the issue)
4. Reset the phone to factory default and updating the firmware and then re-provision. (does NOT resolve the issue)
5. Assign a new extension to the user and re-provisioning the phone with the new extension. (DOES resolve the issue for a few days, not ideal we cant create new extensions every-time)
6. Restarting the 3CX services (DOES resolve the issue but not ideal as all calls get cut off during the restart)

We have a valid license and do not reach our SIM call limit. The server is onsite running on VM in Hyper-V environment with the latest version of Debian 3CX installed.

 

[Saqqara]

What version of 3CX ?

Are you having the same issues - https://www.3cx.com/community/threads/queues-un-registering.54844/#post-227757

 

[YiannisH_3CX]

Hello @Hugo Venter

Can you please describe the call flow of the system and when this happens? Are the calls going straight to queues or are the calls going to an IVR before the queues. Also do the users perform attended transfer between queues?

 

[Hugo Venter]

Hi All. Here is the product info.


Product Professional Perpetual
Version Number: 15.5.0
Maintenance: 11/24/2018 10:24:54 AM
Number of Simultaneous Calls: 64
Number of G729 Channels: 32
Number of Simultaneous Meeting Participants: 100
3CX Phone System Pro Edition features: Yes
License status : Activated

Currently we have 3 SIP trunks that go directly to the queues. Nothing fancy. Users do not do transfers between Queues.

We don't really have an idea when this happens, or what triggers it. The call center agent will report the issue only 10 min or so after they realize that they are not receiving calls.

I think it has something to do with users logging out of the Queues and then logging back in.

They have the softphones installed as well, and they will use the softphones to login and out of the queues, they cannot take calls with the softphones because they do not have microphones.

The Yealink phones are on a Vlan. While softphones are directly on our main network. So possibly a communications issue between the Softphones and the 3CX server?

 

[Hugo Venter]

What version of 3CX ?

Are you having the same issues - https://www.3cx.com/community/threads/queues-un-registering.54844/#post-227757

I don't think this is the same issue. It only happens now and then sometimes days apart, and with random agents in the queues.

The queue manager does not go into a stopping state.

 

[YiannisH_3CX]

It could be that a communication issue is causing the PBX to think that the extensions are still in call. While this issue occurs do you see the extensions as if they are in a call either in the queue manager / Wallboard or in the active calls screen in the dashboard?