Shared Park Stuck

[RSieren]

We are constantly having Shared Parks get stuck by users - but there is just music there. It holds up the users extension and they can't take any more calls.

Brand new system just installed last night - large 150 users - we have a SBC cluster running the phones.
Phone model does not make a difference.

It is randomly happening.

 

[SteveITS]

It's possible to park yourself by pressing an SPn BLF key, if no one is parked. Could they be doing that?

Two SBC clusters? 3CX rates SBCs up to 100 devices but it's dependent more on the number of BLFs as I understand it.

 

[RSieren]

they tell me the put a call on shared park - it turns red. They pick up back up and they get the caller back no problem, but the shared pack stays red - when they hang up - the SP is now red forever and hold music behind the call. This is very random - like 1 of every 100 shared park usage. the other 99 work as expected.

 

[SteveITS]

Have not run into that. How many BLFs are on each of the 150 phones on average? If more than 6 I'd guess it's getting close to the 100x10 BLF limit. Moving several phones to a different SBC temporarily might help diagnose that, to see if those still have the issue.

 

[RSieren]

ok I can try that - per support I was told these i7 SBC could hanlde 300+ phones

attached screen shot of resources on SBC

 

[SteveITS]

Ah. I haven't seen any specs other than what's listed. Seems like they should know. At least trying another SBC will tell you it's not the SBC, if it follows the phones.

Current phone firmware?

 

[RSieren]

all phones have the firmware that the phone system wants it to have. We are going to swap out 25 phones monday with router phones that bypass SBC as test as well. Also opened a ticket with 3cx support.
Depeding on what we see we might replace more phones or add additional SBC. Is it fine to have 100 sip trunk router phones? as long as the phone system has enough resources?

 

[SteveITS]

Is it fine to have 100 sip trunk router phones? as long as the phone system has enough resources?

In theory yes. A couple of caveats:

• the email notification "When the status of a trunk / SBC changes" applies to router phones
  
• audio behind the same SBC stays local; audio across two router phones goes through the 3CX server
• they are listed individually on the SIP trunk page

 

[RSieren]

Replaced about 20 phones internally with Yealink T54w router phones not going through SBC.
Issue with stuck shared park continues today - had 5 of them this morning.
1 of 5 was on one of the new t54w router phones - so this possibly rules out the SBC as a problem.
4 of 5 were phones behind SBC

I have a ticket open with 3cx - they wanted me to deploy a second SBC so I have done that and moved half of the 100 phones between the two SBCs now.
Not sure what happens when an SBC is till busy - the stats show near zero resources in use.

The last shared park stuck with on hold music to an internal extension was on the router phone like I mentioned.
Note this morning - probably 100 calls were placed on shared park - approx 5 were stuck after using.
the users are able to talk with the caller fine - they click the SPx to return the call and they do talk and complete the call fine - the SPx line never goes back green is the issue.

I can't reproduce to save my life. I put a test call in SP like 40 times - I can't make it happen.

3cx support wants me to capture logs - this will be very difficult because the problem is so intermittent.

 

[RSieren]

Well - it appears we might have found the problem. User Error. For some unknown reason, possibly how they used their old system we replaced, it seems several users are pressing SPx before answering the call, then pressing answer second realizing the call is still ringing. This leaves the SPx on hold with music after the call. Ideally I wish you could not press SPx unless you had an active call - but obviously this is training issue. Per our 3cx support ticket they recommended we add 2 line keys on the phones so users can press these instead. We have done that the problem has minimized so far - but we are only a few hours in on day1 after the changes.

 

[Alphabetic]

Well - it appears we might have found the problem. User Error. For some unknown reason, possibly how they used their old system we replaced, it seems several users are pressing SPx before answering the call, then pressing answer second realizing the call is still ringing. This leaves the SPx on hold with music after the call. Ideally I wish you could not press SPx unless you had an active call - but obviously this is training issue. Per our 3cx support ticket they recommended we add 2 line keys on the phones so users can press these instead. We have done that the problem has minimized so far - but we are only a few hours in on day1 after the changes.

Tell them if they want to park the incoming call without answering they should use the 3CX app to do so.

 

[RSieren]

I understand you saying that - but the app is way to "techy" for this group. This is call center with 75 people answering the phone - they need to use a physical phone on the desk - the app is too confusing to support for them. Supporting headsets through the soft phone is a tech support nightmare. Not a 3cx issue at all here - more just headsets - settings, bluetooth, usb, windows updates, teams takes over audio, etc seem to break the connection constantly. Physical phone is the only thing that seems to work well.

 

[RSieren]

I am finally able to re-produce the problem - any suggestions?? I created a new thread on it.

https://www.3cx.com/community/threads/shared-park-stuck-able-to-finally-reproduce-help.122885/