Call goes back to park automatically?

[Tuly]

We've gotten quite a few complaints, after picking up a call from park it goes back into park automatically after about a minute, we've had those complaints for months, but I think lately I've heard more and more of those,

Has anyone had this Behavior? Or can guide us in the right direction where I'm even starting to look?

Thanks,

[Tuly]

Forget it I'm able to reproduce it,  I'll rather open a ticket

[Rick Guyton]

Yes, we've been hearing this as well for quite some time. But I have had a very hard time getting example CDRs from people. And I know 2600 won't take it seriously without those... So what do you do?

[Rick Guyton]

How are you replicating it?

[Tuly]

Hi Rick,

1) Call in and place the call on park with a DSS key “call Park *3701”

2) Wait for the park ring back

3) While it's ringing pick up that parked call on a different phone with a DSS key “call Park *3701”

[Darren Schreiber]

This issue has been resolved last weekend I believe. Should not be occurring anymore (and has been confirmed by at least one of the posters on this thread).

[Karl Stallknecht]

Darren: we just had two customers report this problem to us today.

[Rick Guyton]

I submitted a ticket with an example call yesterday... no response yet. Got another report today too...

[Darren Schreiber]

We are looking into this. Oddly the last person who reported this (Tuly) said we resolved it, and it was confirmed by another client.

But now you are reporting it again, which is weird. But you're also reporting it in a different scenario (not via the ring-back scenario Tuly originally noted). So it sounds like there's really two bugs of some sort, and we've fixed one, but perhaps another one is still lingering.

The more examples you can provide the better, helps speed up our resolution (since we don't know how to recreate this one).

[Rick Guyton]

Yea, that's the tough part, it's very hard to recreate. We will see the issue for a day or two then it'll go away. Only my most loyal and helpful clients persist in giving me example calls, so it's really tough to nail down..

[Darren Schreiber]

Yup, noted. You captured one example, so Dave pulled it up and attached logs privately to the ticket for the engineers. I've asked them to make this the second high priority today (MWI random issue reports is first).

[Karl Stallknecht]

Thanks Darren, we really appreciate it (the MWI issues too)

[Rick Guyton]

Thanks Darren! Got the update on the ticket, thanks!

[Karl Stallknecht]

Darren: What is the different scenario happening last time versus this time?

In our case, we had two clients report that they parked a call and picked it up and began to have a conversation, and then randomly the call went back to park and they were unable to pick it up.

[Darren Schreiber]

Scroll up :-) Read Tuly's recreate steps. We were able to recreate that, and then we were able to fix it, and then we confirmed with Tuly it wasn't happening anymore.

In your case, you're reporting slightly different behavior.

[Karl Stallknecht]

Neither of our clients reported to us whether or not it involved switching phones while parking so I wouldn't know that part.

I guess the difference you are mentioning is the fact that they parked the call and walked away from it, waiting for the ring back, correct?

[Darren Schreiber]

Correct. The issue Luis fixed I believe had to do with the fact that the phones were in the process of being "rung back" and when that timer expired, but infact the parking lot had "cleared" on a different phone, the system erroneously thought the lack of the person picking up the rung-back phone (despite it being picked up elsewhere) meant the call was not picked up, and thus, put the phone back on hold (hence the person suddenly switching back to hold). But that would require:
1) The call to actively be ringing BACK to the original parker
2) The call to be picked up on a different phone

Which does not appear to be what you're reporting.

[Karl Stallknecht]

@Rick: Which issue are you experiencing?

[Tuly]

Hi,
just had another client, and i'm able to reproduce it, (it is a bit different then the original post) 


Darren you can take a look at ticket 30462

[Darren Schreiber]

Hmmmm does this match what other people are doing or is this coincidental?

[Rick Guyton]

@Karl: Don't know. I've been unable to replicate it to get the level of detail Darren's giving. That's been my biggest frustration in all of this. It's been going on for months now. I've been getting these reports since late November. But they are SO hard to nail down because they are so intermittent.

EDIT: the best I've been able to get is some CDR info. But a lot of my clients have stopped getting back to me on it. I think they believe I'm just using it to stall them out until they stop bugging me. But I REALLY want that info.

[Tuly]

Rick, you can be sure this will be fixed
We were also getting those complains a lot until I decided to go down to a client and listen to him explaining the issue,  as he did it with us multiple times I started seeing a pattern that it happens only at a certain scenario,   and once you have the reproducible steps, it's nothing to find a solution,  like on all technical difficulties

[Rick Guyton]

Man, you are awesome. I owe you a beer.

[Darren Schreiber]

Tuly for the win - thank you for the second successful debug. I am going to find a prize to give you for reporting such amazing reproduction steps. You are literally my hero this month.

Luis has committed a patch for this bug, too, which is apparently different than the original one you reported.

[Karl Stallknecht]

So you're saying it should be fixed now, right?