User/Agent dropping the call while still in IVR/ Receptionist

[rockie88]

Hello, I have a problem with an agent dropping the call while it's still in the IVR, my problem is I cannot find a way to track which user dropped the call because all its saying is that the queue itselt dropped the call. has anyone else encountered or can offer a solution?

I simulated the problem and the process I did is like this, created an extension with only user rights, then dialed in the number of the hotline, on the panel the user can view the call coming in and see its progress while it's still in IVR also the user can right click then drop the call. my problem is after tracking it in the event viewer or activity log all I can see is that its saying that the queue dropped the call and not saying which user. please help, thank you.

 

[NikosT_3CX]

@rockie88 I would recommend puttting the PBX in Verbose mode, replicate the scenario and open a
ticket from your portal to our Support. We will check the logs and advise what is exactly happening.

 

[Alphabetic]

You can export the 3CXManagementConsole.log from supportinfo and review there.

When I look at my tests I can see it generates lines like this:

2026/01/26 09:07:25.979|0038|Debg| [MyPhone.Client] HandleRequest from 107@883550d7-7269-0cc5***(traceid=0HNI2908IN5CE:00000011)
2026/01/26 09:07:25.979|0038|Debg| [MyPhone.ServerMessageFactory] Incoming request: messageID=115. (traceid=0HNI2908IN5CE:00000011). Current requests: 1.
2026/01/26 09:07:25.981|0038|Trac| Starting SLOT_CA_HANG_UP_CALL.3CXPhoneSystemMC01.DropAsync.1264
2026/01/26 09:07:25.983|0054|Trac| Call control transaction 3CXPhoneSystemMC01.DropAsync.1264 has completed by response(no notifications):

Would be a good start to search for these words.

 

[Gandalf]

We are apparently having the same problem on one of our customer systems.

 

[Gandalf]

The below is an example when using verbose logging showing it being terminated by participant. How can we know who this participant was?