Same call consistently re-ringing same queue

[DigitalRakes]

• 3CX Version: 20.0 Update 0, Build 1494
• Server OS: Debian 12
• Is the 3CX Server Hosted and where? On-premises inside Proxmox VE 8.1.3
• IP Phone Make/Model/Firmware version: Yealink T46G version 28.83.0.136, Fanvil X5U 2.4.12
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model: Flowroute and Voxtelesys
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

I hope I explain this out enough.

I use Flowroute to pass calls to a queue. When I get calls, there are active users in the queue and the calls ring for one second. The call goes away for a second, and then re-rings the queue for a second. Rinse and repeat this until the queue timer expires (2 mins). The caller hears nothing and just hears the same hold music from the queue.

I've tried adding other users, creating new extensions, going to a single user, moving to a group instead of a queue, etc.. Calls into the group ring for one second and then direct to the no answer route provided. Phones have been reset, reprovisioned, swapped, etc... Both SIP trunks have the same effect, which tells me it's something with the queue and it thinking the users are signed out. I can assure you that all users are signed into the queues and are marked "available". "Accept multiple calls" is enabled, and I enabled allowing other calls to members who are already on the phone in a queue.

Short of wiping the server and restoring from backup or setting up a new server, I feel I've exhausted my options. I am at a real loss on this. Accoridng to the call logs, it just says the calls was "abandoned" when I finally hung up to keep clicking through the adminUI to find the smoking gun.

Any help or ideas would be appreciated.

 

[TheodorosG_3CX]

Create a new queue and assign a new extension. Ensure that this extension is logged in the queue, assign the DID to this queue and make a test call. What is the behavior?

 

[DigitalRakes]

Same result. Caller ID info has been omitted for protection.

I tried with a couple of extensions. Both immediately push the call to voicemail and bypass the queue users. Here is the call log.

01/16/2024 12:00:02 AM	Incoming caller ID +123	VMail (1000)	Answered	00:00:03	0.00	Terminated by +123
01/16/2024 12:00:01 AM	Incoming caller ID +123	Q Test Queue (8006)	Answered	00:00:00	0.00	Q Test Queue (8006) replaced by VMail (1000)
01/15/2024 11:59:52 PM	Incoming caller ID +123	IVR (8000)	Answered	00:00:09	0.00	IVR (8000) replaced by Q Test Queue (8006)

 

[TheodorosG_3CX]

Can you share a screenshot of the Queue configuration(ensure that you hide any critical information)?

 

[DigitalRakes]

See attached. Added both the working production queue and test queue.

 

[TheodorosG_3CX]

If you assign the DID directly to the Queue, the issue is the same?

 

[DigitalRakes]

Yes, same result. Sorry, I didn't mention that before.

If I assign the phone number to my ext directly the same thing happens too.

However, if I put a digital receptionist in front, I can hear my recording, select the prompts and such, without issue.

Very weird.

 

[TheodorosG_3CX]

This will require further investigation with logs. Can you please create a ticket to the Technical Support so we can proceed from there?

 

[DigitalRakes]

Can do, thanks for trying via the forum!

 

[TheodorosG_3CX]

No problem

 

[DigitalRakes]

To add - this worked until the recent update. I have another production system that suffered the same issue and I ended up rolling back to a previous snapshot to fix the issue.

 

[TheodorosG_3CX]

We will need to check the logs and advice further,

 

[Kevin@voxtelesys]

You mentioned you had two trunks, is the number listed in both trunks?
What is the formatting of the number? E164?

Same thing happen on the softphones apps?

 

[SteveITS]

the calls ring for one second. The call goes away for a second, and then re-rings the queue for a second

FWIW we acquired a client who had a vaguely similar problem. It turned out their SIP trunk provider was configured to send the call to 3CX twice. When the second call arrived the ring group phones were all busy ringing, and then (apparently from the provider's end) the first call dropped, so the second call went immediately to the "no answer" option. The symptom was, they would hear a 1/10 second ring and the call transferred to the IVR.

 

[DigitalRakes]

You mentioned you had two trunks, is the number listed in both trunks?
What is the formatting of the number? E164?

Same thing happen on the softphones apps?

No, the number is not listed in both trunks. The numbers have been purchased on each provider. The issue happens when calling either provider - (See note below about the call routing)

FWIW we acquired a client who had a vaguely similar problem. It turned out their SIP trunk provider was configured to send the call to 3CX twice. When the second call arrived the ring group phones were all busy ringing, and then (apparently from the provider's end) the first call dropped, so the second call went immediately to the "no answer" option. The symptom was, they would hear a 1/10 second ring and the call transferred to the IVR.

I can confirm the call hits the IVR/Digital Receptionist fine. Once it's routed to a group or any extension behind that DR, that's where i run into the issues.

 

[Kevin@voxtelesys]

If you route the call directly to a call queue or extension does it act normal? Is it just the after it hits the IVR that is causing the issues?

 

[DigitalRakes]

Direct route to queue or extension, the call bounces and disappears/reappears every second.

Calling a DR, the DR is fine but if you push to any option below it, it does the same thing as directly routing it.

It's something with handing the call to the group or ext.

 

[SweetAction]

If you unplug the IP Phones attached to these users (for a minute) does the issue disappear?