Hi i have a friend who i setup an asterisk system for at his doctors office. it has 3 snom 360 phones with 6.2.x stable firmware and latest asterisk 1.4 and zaptel. They have the digium 4 port fxo card. They are extremely upset because calls are being randomly bridged for no rhyme or reason. They say that callers will call in and sometimes get connected with other callers, or they will be in the queue and then be talking to another caller waiting in the queue or on hold. Or they will be talking to a patient and then have another patient end up on the conversation. They are freaking out because of hippa and laws that govern privacy but i have no clue why. I assume most cases are conference calls being initiated by accident. So any help would be greaat. maybe just disabling conference calls would be a good start but i dont know how with sip phones. or maybe this is a bug? unfortuinately they dont give me much info and i dont use the phones so i dont have any specific logs to show, they just call me freaking out saying this stuff but they rarely can give me a specific call cause they get so many. thanks mike This E-mail, including any attachments, may be intended solely for the personal and confidential use of the sender and recipient(s) named above. This message may include advisory, consultative and/or deliberative material and, as such, would be privileged and confidential and not a public document. Pursuant to 42 CFR, any information in this e-mail identifying a former, present, or potential client of Straight & Narrow is confidential. If you have received this e-mail in error, you must not review, transmit, convert to hard copy, copy, use or disseminate this e-mail or any attachments to it and you must delete this message. You are requested to notify the sender by return e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20080119/84c34f8d/attachment.htm
On Saturday 19 January 2008 20:32:42 Michael J. Liberatore wrote:> Hi i have a friend who i setup an asterisk system for at his doctors > office. it has 3 snom 360 phones with 6.2.x stable firmware and latest > asterisk 1.4 and zaptel. They have the digium 4 port fxo card. > > They are extremely upset because calls are being randomly bridged for no > rhyme or reason. They say that callers will call in and sometimes get > connected with other callers, or they will be in the queue and then be > talking to another caller waiting in the queue or on hold. Or they will > be talking to a patient and then have another patient end up on the > conversation. > > They are freaking out because of hippa and laws that govern privacy but > i have no clue why. I assume most cases are conference calls being > initiated by accident. > > So any help would be greaat. maybe just disabling conference calls > would be a good start but i dont know how with sip phones. or maybe > this is a bug? unfortuinately they dont give me much info and i dont > use the phones so i dont have any specific logs to show, they just call > me freaking out saying this stuff but they rarely can give me a specific > call cause they get so many.I have seen this exact problem when people park callers directly into numbered parking slots, instead of using the auto-distribution system. So, for example, the default distribution number is 700, and the parking slots are 701-720. Callers will get bridged if two callers are assigned to slot 701. This could happen even if only one person is doing the wrong thing -- one person uses 700 (correctly) and caller gets put into 701. Then another person transfers their caller to 701, and they're bridged. It comes down to a training issue. And yes, btw, you can use the CDRs to track down exactly who is doing the wrong thing. -- Tilghman
On Sat, Jan 19, 2008 at 09:32:42PM -0500, Michael J. Liberatore wrote:> Hi i have a friend who i setup an asterisk system for at his doctors > office. it has 3 snom 360 phones with 6.2.x stable firmware and latest > asterisk 1.4 and zaptel. They have the digium 4 port fxo card. > > They are extremely upset because calls are being randomly bridged for no > rhyme or reason. They say that callers will call in and sometimes get > connected with other callers, or they will be in the queue and then be > talking to another caller waiting in the queue or on hold. Or they will > be talking to a patient and then have another patient end up on the > conversation. > > They are freaking out because of hippa and laws that govern privacy but > i have no clue why. I assume most cases are conference calls being > initiated by accident. > > So any help would be greaat. maybe just disabling conference calls > would be a good start but i dont know how with sip phones. or maybe > this is a bug? unfortuinately they dont give me much info and i dont > use the phones so i dont have any specific logs to show, they just call > me freaking out saying this stuff but they rarely can give me a specific > call cause they get so many.Can you provide a more detailed trace of such an event? (Use more verbose logging, and such) -- Tzafrir Cohen icq#16849755 jabber:tzafrir.cohen at xorcom.com +972-50-7952406 mailto:tzafrir.cohen at xorcom.com http://www.xorcom.com iax:guest at local.xorcom.com/tzafrir
Hi Mike, For starters disable "Call join on Xfer (2 calls):" on the phones. Since the setup has 6.2.x, it most likely doesn't have the setting "Allow incoming calls redirection through programmable keys" available on 7.1.30 for snom360. You might wanna try this version on a test system and see if it helps in that environment. The problem, as discussed, seems to be originating when calls are parked on orbits that are mixing the two calls together. As long as you are debugging the issue, you should probably ask your friend to disable this practice and have a look at the call parking mechanism. Regards, Usman. --------------------------------------------------------------------- Usman Tahir snom technology AG www.snom.com This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. Diese E-Mail k?nnte vertrauliche und/oder rechtlich gesch?tzte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrt?mlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail sind nicht gestattet. --------------------------------------------------------------------- -----Original Message----- Message: 11 Date: Sat, 19 Jan 2008 21:32:42 -0500 From: "Michael J. Liberatore" <mike240se at straightandnarrowinc.org> Subject: [asterisk-users] Calls Being Randomly Bridged To: Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users at lists.digium.com> Message-ID: <C091D65E9441814881CBCE751847902C81673D at sn-exch01.sn.local> Content-Type: text/plain; charset="us-ascii" Hi i have a friend who i setup an asterisk system for at his doctors office. it has 3 snom 360 phones with 6.2.x stable firmware and latest asterisk 1.4 and zaptel. They have the digium 4 port fxo card. They are extremely upset because calls are being randomly bridged for no rhyme or reason. They say that callers will call in and sometimes get connected with other callers, or they will be in the queue and then be talking to another caller waiting in the queue or on hold. Or they will be talking to a patient and then have another patient end up on the conversation. They are freaking out because of hippa and laws that govern privacy but i have no clue why. I assume most cases are conference calls being initiated by accident. So any help would be greaat. maybe just disabling conference calls would be a good start but i dont know how with sip phones. or maybe this is a bug? unfortuinately they dont give me much info and i dont use the phones so i dont have any specific logs to show, they just call me freaking out saying this stuff but they rarely can give me a specific call cause they get so many. thanks mike
On 20/01/2008, Michael J. Liberatore <mike240se at straightandnarrowinc.org> wrote:> > They are extremely upset because calls are being randomly bridged for no > rhyme or reason. They say that callers will call in and sometimes get > connected with other callers, or they will be in the queue and then be > talking to another caller waiting in the queue or on hold. Or they will be > talking to a patient and then have another patient end up on the > conversation. >In the SNOM settings there are two options that you should set to "No". That is "Call Join on Hangup" and "Xfer on Hangup". (Or names similar to that). Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20080121/7feae534/attachment.htm
Yes these 2 options have been set to NO all along. I double checked too. ________________________________ From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Stephen Davies Sent: Monday, January 21, 2008 2:12 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [asterisk-users] Calls Being Randomly Bridged On 20/01/2008, Michael J. Liberatore <mike240se at straightandnarrowinc.org> wrote: They are extremely upset because calls are being randomly bridged for no rhyme or reason. They say that callers will call in and sometimes get connected with other callers, or they will be in the queue and then be talking to another caller waiting in the queue or on hold. Or they will be talking to a patient and then have another patient end up on the conversation. In the SNOM settings there are two options that you should set to "No". That is "Call Join on Hangup" and "Xfer on Hangup". (Or names similar to that). Steve This E-mail, including any attachments, may be intended solely for the personal and confidential use of the sender and recipient(s) named above. This message may include advisory, consultative and/or deliberative material and, as such, would be privileged and confidential and not a public document. Pursuant to 42 CFR, any information in this e-mail identifying a former, present, or potential client of Straight & Narrow is confidential. If you have received this e-mail in error, you must not review, transmit, convert to hard copy, copy, use or disseminate this e-mail or any attachments to it and you must delete this message. You are requested to notify the sender by return e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20080121/82d53a95/attachment.htm