WC Ghost Calls

[FS_Mathieu]

Hello guys,

We've an Enterprise 3CX 16.0.676 on a local debian VM

Since last update, we've User 1 (and then User 2) who keep a copy of the call on his webclient quite everytime a call is ringing.

Call is coming to IVR then try to ring on a RG (but all users busy) so it goes to the global ring (who makes everyone ring). User 1 is ringing with everyone, User 4 answer the call but after that User 1 keep the call information on his webclient until someone calls him. Yesterday it happend to a 2nd user too.

vvvvvvv Here both users keep the same call on their profile vvvvvvvv

^^^^ This user took the call

Here we've the call log when something like this happen :



Best regards,
Mathieu

 

[JohnS_3CX]

Hi Mathieu,

So if I understand you well, the call still appears on those users like in the photo, even after it is terminated? Do you still see active calls in the system management console?

 

[FS_Mathieu]

Hello @JohnS_3CX

In the picture, Raphael Antic has the call on line, the 2 others guys have only the display of the call. When raphael close the call, other users still display the call (who is ended)

 

[JohnS_3CX]

And beyond your destination if no answer, does any specific extension have forwards that ring back to a RG? Any loops forming?

 

[FS_Mathieu]

You're right @JohnS_3CX

Incoming call -> Home group -> General group -> Home group....

It can be the issue ?

 

[JohnS_3CX]

Can you please tell me how this forward is set up?

1. Is it on a phone device?
2. Or is it from destination if no answer on the Ring Group settings?

 

[FS_Mathieu]

Hello @JohnS_3CX

This is a Destination if no answer

I took of the setting in General group which loops on Home group but we're still facing this issue.

 

[JohnS_3CX]

Ok, so now where does the destination if no answer goes? Anywhere that can loop back to home group?

There is also a way to see what happens internally from the Bin Log viewer although this is not easiest way to find out, it requires careful reading of the logs, but if a loop is happening somewhere else then it should be viewable. You can filter out the data based on 1 specific call to minimize the amount of logs you need to read.

https://www.3cx.com/docs/3cx-log-viewer/

 

[FS_Mathieu]

Now, for I putted a End Call after the GENRAL GROUP. I've an open ticket on 3CX portal, with more informations and dump/support pack, do you want to check ?

 

[JohnS_3CX]

If you opened a ticket it went straight to Support so its best to let them handle it.

They will ask you to provide more logs or access to the system if needed and they will do the investigation for you.

 

[FS_Mathieu]

Let's wait then