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Agent Logged In But Not Taking Calls

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Wendelspanswick

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Jan 11, 2016
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We have a reoccurring problem with agents in call queues, it happens sporadically over a number of sites but seems to be worse on one particular site.

The agent will log out of the queue to have a break and on their return they will log back in but the phone will not ring.
The phone will ring if you dial its extension number.
Everything shows the phone as logged in, the Yealink T23g phone, the web client, the wall board and the management console.
There is no DND set on the phone.
We have tried logging them out and then back in from the web client and the management console, rebooting the phone, factory reset and still no joy.
We have deleted them from the queue and re-added.
We have even made a new queue and added them as the only member but it still refuses to ring.
The only thing that seems to resolve the problem is to restart the Queue Manager service but this then resets the stats for the day, rendering them useless.
All our sites are running v15.5 Pro.
 
Hello @Wendelspanswick

How does the agent log out of the queue when on a break? Does the agent change the status of the extension? Do the agent appear to be on a call in the active calls screen of the management console?
 
Hi Yiannis

All the phones have LogIn LogOut soft buttons programmed through the phones UI, the LogIn is a speed dial *62 and the LogOut is a speed dial *63.
When the user presses the button we can see the extension log in and out.
All interfaces show the phone as logged in and available and not on a call.
 
I would recommend creating a ticket regarding this with our support department as they will need to go through the system logs to determine what is causing this.
 
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