Two employees picked up the same call

[gbrown100]

Hi,

We had an inbound call (cloud host PBX), employee A was in the office on a stun enabled phone, employee B on 4G with 3cx android client. Both picked up the call at the same time, employee A was talking to the caller, employee B could hear the conversation but not interract.

Any idea how this can happen? Was it just a fluke?

Thanks

Graham

 

[leejor]

Probably just a fluke. Check the 3CX Activity Log, it should show what happened. It seems unlikely, but I suppose if both answered at exactly the same time...
Were they both provisioned as the same extension, or port of a ring group? It's not possible that employee B was in the office and using Wifi, and both the App and STUN phone were using the same local port?

 

[YiannisH_3CX]

Hello @gbrown100

Haven't seen a case where a phone call was answered in the exact same time but in theory if Push was involved in the call then this could happen. The way Push works 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 registers to the PBX and retrieves the call.
To be able to determine what exactly happened however you would need the PBX logs in verbose and a packet capture.

 

[gbrown100]

It actually happened to me so I know it definitely happened! That said I don't think I could ever re-produce it. It was two different extensions and one ring group. I'll just ignore for now.

 

[Moz]

I have had the exact same thing.

Single call answered by two agents, on different ring groups.

Ring group 1 calls for x time before shifting over to ring group 2.