Hi All,
We have been having this issue for a while now for a client where 3CX sometimes drops out during a call and two separate locations/agents ends up talking to each other on the same call.
For example:
- A call comes into the queue, an agent is talking to the caller.
- The call drops out.
- The agent is somehow talking to another agent on the same call, the end agents describe it as their lines are being crossed.
It's like seems like two agents pick up the same call at the same time and end up talking to each other. These agents will be in different locations.
This one is hard to debug for us as it is requirement we hide all caller ID information for all inbound calls for privacy reasons.
This behaviour is reported to us at least twice a month for the last year.
Most of the agents are using the softclients and 3CX is hosted in AWS.
Has anyone seen this behaviour before and how do we troubleshoot / remedy this?
Might help, but here is a description from an agent:
"Was not working yesterday. When the call came through it ended up dropping out, and somehow I was talking to an agent in QLD, and they were talking to me. That is all I can tell you; we have had this problem before you can see a call coming from Victoria or NSW and then that call would for some reason drop out and I would be speaking to another agent in QLD or Victoria"
Thanks!
We have been having this issue for a while now for a client where 3CX sometimes drops out during a call and two separate locations/agents ends up talking to each other on the same call.
For example:
- A call comes into the queue, an agent is talking to the caller.
- The call drops out.
- The agent is somehow talking to another agent on the same call, the end agents describe it as their lines are being crossed.
It's like seems like two agents pick up the same call at the same time and end up talking to each other. These agents will be in different locations.
This one is hard to debug for us as it is requirement we hide all caller ID information for all inbound calls for privacy reasons.
This behaviour is reported to us at least twice a month for the last year.
Most of the agents are using the softclients and 3CX is hosted in AWS.
Has anyone seen this behaviour before and how do we troubleshoot / remedy this?
Might help, but here is a description from an agent:
"Was not working yesterday. When the call came through it ended up dropping out, and somehow I was talking to an agent in QLD, and they were talking to me. That is all I can tell you; we have had this problem before you can see a call coming from Victoria or NSW and then that call would for some reason drop out and I would be speaking to another agent in QLD or Victoria"
Thanks!
