Upgraded From V18 to V20, Unable to make inbound calls

[k.hamza]

Hello,

We have just upgraded from V18 to V20 and restored the backup and currently we are testing inbound calls, we dial the number then hear the IVR then when we press the button to route the call to the queue, call fails immediately and revert back to the IVR because we have set "Destination if no answer" even though there are agents that are logged to the queue but the it seems that the call queue does not see if anyone is available to answer.
Another thing is that we even cant make internal call agent to agent and calls goes to the missed calls section.
We noticed Also that in the "Teams Page" most of users is "not registered" and we don't know what does it means, we even created a new user and that user is logged to the queue we want to reach and is in "Available status" but no calls can reach it.
Also we got Error in the Event Log "A call placed by 0xxxxxxxxx@(Ln.10004@0xxxxxxx) was terminated due to a loop detected. Please verify call routing settings."

 

[bitn2]

First thing, check your logs to find out what is going on with your call.

To get the users online, you need to allow notifications. Press the blue/white bell on your webclient to do so.

To find the call loop, check your configuration and logs.

 

[KyriacosS_3CX]

Hi,

Also if during the update the ports were changed, you might need to redo PWAs etc to get everything talking with the PBX.

 

[k.hamza]

First thing, check your logs to find out what is going on with your call.

To get the users online, you need to allow notifications. Press the blue/white bell on your webclient to do so.

To find the call loop, check your configuration and logs.

We have Allowed notification in browser and still 99% of users are offline even they are logged in queue
we are using google chrome at the moment.
by the way users are able to make outbound calls.

 

[KyriacosS_3CX]

Any firewalling rules local or in the hosting?

 

[k.hamza]

we have tried something and worked for multiple users and we are trying this method with the rest of users:
*Note: all of our users are using google chrome browser and opens the FQDN of the 3cx server Locally, users don't have internet access and connecting to the FQDN locally.

• A not registered user status changed to online when we scanned that user QR code Via 3CX Mobile Application and then her received calls

Question is Do we have to do that with all users ? and why did this happen, we didn't have to do this at all before V20