Troubleshooting

[Lee Cramman]

We had some weirdness on yesterday's UK bank holiday. I've come in this morning to a bunch of SLA breaches for our main queue when we should have been closed.

We had a global holiday set for yesterday:



Ignoring the poor practice someone used when choosing "Every year" , this appears correct.

We don't have any SIP trunk or inbound rules set to override the global office hours / holidays.

I've checked the inbound rules and they are configured to route calls to a "Sorry, we're closed" IVR out of hours (although a global holiday should make this irrelevant).

I've checked the date / time / timezone of the server, all appears correct.

Global holidays usually work fine but this time it was treat as a normal working day. Indeed, the previous Monday (1/5) was also a bank holiday set up exactly the same and we had no problems that day.

I'm aware that this has probably happened because I (or, hopefully, a colleague ) have done something stupid. However, I would like to track down what that stupid thing is so as not to repeat it.

I've checked everything I can think to, any ideas where else I can look?

 

[Rob Poels]

I had the same issue last month and again last week. First I thought it was a human error, but I saw the same behavior on several different environments. I also raised a ticket for 3CX support but got the impression that it wasn't really taken seriously. The first thing that was told was to update the unsupported trunks carriers and run updates before I could get support. I wonder more people have those issues...?

 

[Lee Cramman]

I had the same issue last month and again last week. First I thought it was a human error, but I saw the same behavior on several different environments. I also raised a ticket for 3CX support but got the impression that it wasn't really taken seriously. The first thing that was told was to update the unsupported trunks carriers and run updates before I could get support. I wonder more people have those issues...?

Part of me wondered if it was the "Every year" handling in 3CX but I thought that, on balance of probability, it was more likely I had screwed up... But I'll be damned if I can see how...

I'm interested to see if anyone apart from us has had a similar problem.

edit: Our trunks are all supported and everything is up-to-date.

 

[SteveITS]

We had some weirdness on yesterday's UK bank holiday. I've come in this morning to a bunch of SLA breaches for our main queue when we should have been closed.

We had a global holiday set for yesterday:

View attachment 35417

Ignoring the poor practice someone used when choosing "Every year" , this appears correct.

We don't have any SIP trunk or inbound rules set to override the global office hours / holidays.

I've checked the inbound rules and they are configured to route calls to a "Sorry, we're closed" IVR out of hours (although a global holiday should make this irrelevant).

I've checked the date / time / timezone of the server, all appears correct.

Global holidays usually work fine but this time it was treat as a normal working day. Indeed, the previous Monday (1/5) was also a bank holiday set up exactly the same and we had no problems that day.

I'm aware that this has probably happened because I (or, hopefully, a colleague ) have done something stupid. However, I would like to track down what that stupid thing is so as not to repeat it.

I've checked everything I can think to, any ideas where else I can look?

I think it’s a visual bug.. There was a thread a few months ago give or take. IIRC If you had set 2022 and open the holiday entry it incorrectly shows every year. The difference is before opening the entry the list of holidays has the year blank, as I recall.

 

[SteveITS]

@Lee Cramman See thread https://www.3cx.com/community/threa...-setting-not-being-honored.118382/post-549410. It also discussed Every Year not working.

 

[Lee Cramman]

Thanks Steve,

I guess it's possible it was set accidentally as 2022 late last year and is now showing as every year as a result of the year ticking over to 2023 (assuming I'm understanding that thread correctly!). Seems like a bug that needs to be squashed.

I wasn't exactly sure how that could have happened as that particular May 2023 bank holiday was only announced in October 2022 so 8/5/22 would already have been a date in the past and, I assume, shouldn't have passed validation. However, a quick test shows 3CX perfectly happy to accept a holiday date in the past, as long as it is in the current year. Another bug to be squashed / feature to be improved?

I'll re-check all our holiday dates going forward to make sure they have a specific year.

Thanks again, it's great to have an explanation.

 

[SteveITS]

I think the OP in that thread was saying Every Year didn't work either. I haven't seen that this year but it does come up occasionally...there was a thread a couple years back where several of us found Jan. 1 was not being treated as a holiday.

The display part of the bug I found was that when adding a holiday 3CX only shows "this year" forward in the dropdown, thus there is no way to show "2022" and therefore it defaults to the first option in the list, Every Year. The code generating the years should use "the next ten years and also whatever year is already set on this entry." There was a bugfix last year I think, where they changed the dropdown from using "-5 to +5 years" to "+10 years" and omitted this possibility. Then, the list of holidays in the GUI doesn't show the year at all for that entry because it can't, 2022 "doesn't exist."

So, if you do set a year, then next year when you go to edit the holiday list and when you open the entry it says Every Year, don't believe it...

Edit: Since we can create a support ticket now I'll do that for the year display.

 

[Lee Cramman]

Awesome, thanks.

 

[SteveITS]

Per 3CX support the lack of year display is working as intended/not a bug. They suggest just manually looking for entries without a year, to update them each year, and not opening and saving them with "every year" selected if that is not the desired outcome. I suggested if that's they case they add a marking/icon to more easily see past dates are in the past.

The rep says these old entries will not trigger in later years despite the lack of year and "every year" showing when opened. So I guess if that's the issue here then that's a different bug. They'll likely suggest enabling verbose logging and replicating the issue.

 

[rscott101]

Wow. So 3cx support think it's not a bug?? When the edit screen says 'every year', but it doesn't mean it?

 

[SteveITS]

Apparently. Perhaps someone can make an Ideas post to suggest the past year be displayed, even if 3CX disallows saving the past year. It would be way, way, clearer to be able to look at the list and see that "2022" is a past holiday rather than "blank" (in the main list) or "every year" (when opening/editing the holiday).

 

[Lee Cramman]

Apparently. Perhaps someone can make an Ideas post to suggest the past year be displayed, even if 3CX disallows saving the past year. It would be way, way, clearer to be able to look at the list and see that "2022" is a past holiday rather than "blank" (in the main list) or "every year" (when opening/editing the holiday).

"Customers" are not allowed to make suggestions... seems a bit weird to me but there it is - your idea can only be a good one if you're a partner .

Customers can vote on an idea, just not propose one.

edit: Just to show how bonkers this "not a bug" is, you can edit a date, change it to a year in the future, then change it to every year and save it and it still doesn't save as every year.

 

[SteveITS]

"Customers" are not allowed to make suggestions

I believe it's Gold partner level or above as well. I expect it's just to avoid having a million tiny suggestions, that overlap...essentially having the partners triage them first. Which makes sense on one hand but leaves stuff like this in limbo until someone does.

I've actually written and then caught this not-bug myself in programming...you look up the list of valid values and display it, but yet one from old data is no longer in the list. They've made it not show an error, but it seems better to show the old year.

 

[Heath]

I’m having issues with my SBC at various times during the day goes down for a minute and comes back up. Now I kmow that it’s now loosing internet connection. And know this by 2 ways. In my router there is a log when a machine IP connects and disconnects and there is nothing in the
Log of any disconnection. And on my machine there is software of when connection to both the network and internet go down and nothing is in the log loss of any connection. I’ve also had a constant ping to both the sbc machine and my server where the system is on and no failed. I’ve uninstalled and reinstalled the SBC. I’ve tried changing patch cables. And still no changes. So I’m stumped here. Any other suggestions that I can try.

 

[Lee Cramman]

I’m having issues with my SBC at various times during the day goes down for a minute and comes back up. Now I kmow that it’s now loosing internet connection. And know this by 2 ways. In my router there is a log when a machine IP connects and disconnects and there is nothing in the
Log of any disconnection. And on my machine there is software of when connection to both the network and internet go down and nothing is in the log loss of any connection. I’ve also had a constant ping to both the sbc machine and my server where the system is on and no failed. I’ve uninstalled and reinstalled the SBC. I’ve tried changing patch cables. And still no changes. So I’m stumped here. Any other suggestions that I can try.

Post as a new thread for this to reach a wider audience.