Switchboard does not update - Calls displays 20hrs in conversation

[fgc92210]

Greetings,

I have one customer who had twice this issue lately (running V16.0.8.9 on macOS 11.2.3 with Chrome 89.0.4389.114)
He went out and came back to a screen where the switch board showed a 21hrs call between two employees. Obviously the employees were not on the phone.

I was able to run wireshark traces and understand that when a call is made, 3CX sends a start signal (with callers info to be displayed) to anyone who has the switch board opened.
Then I see an update every 30 seconds or so.

If I make a call from one extension to another, monitor it on my switchboard, then disconnect my internet when the call is established (from 2 other extensions) then hang up the call, the switchboard still shows a call in progress -which is normal on a software development point- and when I plug it back, after a certain time, switch board is updated and call disappear.

My question is.. what would prevent the web interface to receive an update after the internet is back on?
Is there a delay like if the internet connection went down for 90seconds, then no more update on the switch board at all until the page is refreshed, or something like that?
Just trying to understand the scenario so I can explain the IT guys on the other hand.
Thank you

 

[VasilisV_3CX]

Hi @fgc92210,

Is this the only extension that could see the call? Do you have any other extensions that could have seen the call, as in did the call only show up for the one extension or could an extension that has rights to see group calls manage to see it as well??

How did you manage to resolve the two instances of this happening originally?

 

[fgc92210]

@VasilisV_3CX

I was let know of this only after it happened, and after they reloaded the switchboard screen.
As far as I know, only one person had this issue on their switch board.
I was able to reproduce on my end (call showing in progress while PC using the switch board disconnected), but when I brought back the PC using the switchboard online, it did update at some point and fixed itself.

Does the keep-alive process gives up at some point on the web interface? Like if the computer is off line for 60 seconds, does the page still reconnect after that?

 

[VasilisV_3CX]

Hi @fgc92210,

Being offline can show the call running as long as you'd like, yes but as soon as you reconnect it automatically updates and shows the calls have been dropped. We tested this for over a minute and a half and it still reconnects automatically.

 

[fgc92210]

Yes - Same here. Customer claims it happened twice last week. I'd have to make them check their internet connection. Thank you for the info.