Ring group

[saba]

Hi

i have ring group with 3 operator extensions, it often happen that 2 operators joining the same ring group call. (so they are 3 in call the caller and 2 operator)

Is this a miss confiuration ?

this happen with Windows app

• 3CX Version, e.g. Standard Annual 16.0.8.9
• Server OS, e.g. Debian
• Is the 3CX Server Hosted and where? on premise
• IP Phone Make/Model/Firmware
• Provisioning Method: Local
• 
  
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

thanks

 

[VasilisV_3CX]

Hi @saba,

Are both of the users who answer the call using the Windows App? Is one using the Android App?

What version of the Windows App are the users running?

 

[AndreasP_3CX]

This may also be a race condition, also can you clarify for us that when this happens the users tried to answer the call at the same time and that 1 of them is using Android / iPhone client?

 

[saba]

This may also be a race condition, also can you clarify for us that when this happens the users tried to answer the call at the same time and that 1 of them is using Android / iPhone client?

yes one with windows app an the other with android app

 

[VasilisV_3CX]

Hi @saba,

As my colleague mentioned, this was most probably caused by the Push notifications being sent and received by the Android app. Push allows for a very small gap for another device to answer the call as the device receives the Push notification and wakes the 3CX app. Then the app connects to the PBX and retrieves the call. This would be a very fine margin of time to answer in, as both devices would have to attempt to answer the call at practically the same time.

We have made improvements in V18 which should stop this from happening. You could update to V18 and check if this happens again, which I'd highly doubt it would.

 

[paurus]

we have seen this when two operators responded via the iOS app. But this has not happened again for more than a year.

 

[AndreasP_3CX]

Technically it may happen with either client (android/iOS) and this is due to an almost simultaneous pickup from more than one agent (1 uses desktop client and the other mobile client) but the odds of this happening are extremely small unless the system is very slow or auto answer is engaged on the client. It can happen normally as well when both agents answered it within milliseconds of each other without the two conditions mentioned. i am guessing your RG strategy is Ring all correct? You have the option to change it to prioritized hunt and you will never run into this again if this is an option for you or only use the desktop clients to answer RG calls instead of the mobile clients. If neither of these is an option for you then please wait for V18 and see if you run into it again

 

[saba]

ok thanks I will see haw often it happen (perhaps this new customer is so happy with his new telephony system that all operator jump on calls to answer )