Wierd IVR & RG Behaviour in V20u1?

[Stijn_DC]

Hello everyone,

Our pilot install has a wierd issue that we were not able to reproduce at this time.
(3CX V20U1 Beta, hosted by 3CX)
DID to a single extension, users has setup a forward to an IVR through the phone itself (no using a status)
IVR notifies user and asks them to press a key to forward that call to an RG.
RG has multiple devices that where not in a call.

Behaviour that we've seen:
- user calls extension
- extension forwards call to IVR
- user presses a key to get forwarded to the RG
- IVR forwards call to RG
- RG forwards call back to IVR instantly
- User then presses the key again to get forwarded again
- IVR forwards the call again to RG
- RG forwards the call back again instantly

the wierd part is that:
1) there are 8 extensions on that RG and at least 3 of which that were available
2) there are no rules or configs that allow the RG to send the call back to the IVR





At the moment we are stumped at what the reason of this behavior could be.
We've tried to reproduce this error earlier in the day without succes. But in the logs you can see that it clearly happend twice.
We will now update the system to V20U1 (beta 2) and will ask the users if the problem is still present.

 

[OlegR_3CX]

Hi there.
What are those users who are in the ring group, are they Desk phone or 3CX mobile applications?
For a test, I would try using Queue, and see what happens there, if the call will be on hold etc.

 

[Stijn_DC]

Hello @OlegR_3CX,

The users are a combination of Yealink phones, gigaset handsets and a 3CX app.
At this time we are not able to reproduce the issue and due to it being a holiday tomorrow for the customer, they will not be able to follow up if updating to beta2 resolved this.
I will keep you posted if we hear any news from them and if the issue persists we will be moving forward with your queue suggestion.

 

[OlegR_3CX]

When this happens, check if the Agent is available and you can call him directly to his/her extension.
See how it goes and let us know with the new update.