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Troubleshooting Incorrect Call State

Last modified by colinw on 2021/09/10 22:40
Information

The information on this page applies to iSymphony 3.X. For information on incorrect call state in iSymphony 2.X, see Calls Stuck in Panel.

Problem

iSymphony continues displaying calls that are no longer active, does not display new calls, or otherwise fails to update call state correctly. 

Troubleshooting

Incorrect call state may be caused by a number of different reasons. To determine the correct reason, follow the links below.

Is existing call activity stuck on the screen, or is iSymphony failing to display any call activity at all?

iSymphony displays no call activity at allIf iSymphony displays no call activity at all, this typically indicates that iSymphony cannot connect to Asterisk. See iSymphony Does Not Have a Connection to Asterisk for further troubleshooting. 

Existing call activity is stuck in iSymphonyIf existing call activity is stuck on the screen in iSymphony, this typically indicates either a problem in iSymphony, or a problem with the permissions assigned to the iSymphony manager user in Asterisk. Follow these steps for further troubleshooting:

  1. Does refreshing the page in your browser clear the problem? If so, see Stuck call activity cleared on browser refresh.
  2. If not, does logging out (using the User Menu) and logging back in clear the problem? If so, see Stuck call activity cleared on logout/login.
  3. If not, does restarting iSymphony clear the problem? If so, see Stuck call activity cleared by restarting iSymphony.
  4. If restarting iSymphony does not clear the problem, see Stuck call activity in Asterisk.

On this page:

Stuck call activity cleared on browser refreshIf refreshing the browser clears the problem, it is likely caused by a bug in iSymphony. See Opening a support ticket below. 

Stuck call activity cleared on logout/loginIf logging out and logging back into iSymphony clears the problem, it is likely a bug in iSymphony. See Opening a support ticket below. 

Stuck call activity cleared by restarting iSymphonyIf logging out and back into iSymphony does not clear the problem, but restarting the iSymphony server does, most commonly iSymphony has run out of resources or encountered a serious error. The next troubleshooting step is to check the iSymphony log files for error messages indicating known problems. See Error Messages In Logs for more details on this process.

Stuck call activity in AsteriskIf restarting the iSymphony server does not clear the stuck call activity, this indicates that the call is stuck within Asterisk itself, and will need to be fixed in Asterisk. In most cases, this is caused by a stuck channel. Older versions of Asterisk (1.6 and below) were particularly prone to stuck channels, and although more recent versions are much better in this regard, they do still occur occasionally. To clear the stuck channel, check the results of this Google search. 

Opening a support ticketIf refreshing the browser page or logging out and back into iSymphony clears the problem, you have likely encountered a bug in iSymphony. Please open a support ticket with us. Be sure to include the following information:

  • Your log files (as described on the Reporting Issues page);
  • Which step (refreshing the browser page, or logging out and back in) clears the stuck call activity; 
  • Where the call appeared in the panel (in a widget and which widget, in one of the actions, or elsewhere);
    • If it is in a widget, which widget(s) is it in?
    • If it is in one of the actions, which action is it in?
  • The ringing/dialing/active state of the call;
  • If possible, indicate the path that call has taken through your phone system:
    • Was it a call from an outside phone number into your phone system?
    • Was it an internal extension-to-extension call?
    • Was it a call from an extension to an external phone number?
    • Did the call pass through any queues, parking lots, conference rooms, IVRs or other applications on your phone system prior to its final destination?

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