Queue Call Pickup – Listed as Abandoned

[mirjam.nz]

Hi all,

We are running 3CX Version 20.0 Update 9 (Build 995 Release – AI 1.4.48).

Can someone shine some light here, or let me know if this is a bug or a feature?

Q1: When using queues, and a call has been picked up by another staff member via the *20* pickup code, the call is listed as Abandoned, even though the call was actually picked up.

Q2: How can I report that a user has picked up such a call?
The only evidence I find is in Call Reports > Call Activity Details, where it says: "[Queue] call was taken by [Extension]" , but I can't search for this.

Thanks for clarifying!

Cheers
Miriam

 

[BrunoI_3CX]

Hello @mirjam.nz

Could you please confirm whether the referenced call is being picked up by a user who is not logged in as an agent of the queue?

Regarding your first question, the behavior may differ when a queue call is answered using the *20* call pickup feature rather than being answered directly by a queue agent. Could you please clarify where you see the call being labeled as Abandoned?

Regarding your second question, the information currently available is the entry shown under Admin > Reports > Call Log, where you can review the call leg indicating that the user took the queue call.

 

[mirjam.nz]

Hi Bruno,

Correct – the call was answered by a non-queue member "Kelvin'".
The call shows as abandoned in the queue stats, as well as in the client view Calls.





The Call Reports show the call, but I can't see Kelvin's *20* pickup call. So I don't know how to filter for such picked-up calls.

Call Time	Call ID	Caller	Callee	Direction	Status	Sentiment	Ringing	Talking	Cost	Call Activity Details
07/17/2026 7:21:20 AM	000-b01	0274xxxxxx	Kelvin . (108)	Inbound	Answered	-	00:00:00	00:01:46	0.00	Ended by Kelvin . (108)
07/17/2026 7:21:12 AM	000-b01	0274xxxxxx	Helen (100)	Inbound	Unanswered	-	00:00:08	00:00:00	0.00	Helen (100) call was taken by Kelvin . (108)
07/17/2026 7:21:11 AM	000-b01	0274xxxxxx	QW (801)	Inbound Queue	Waiting	-	00:00:00	00:00:08	0.00	QW (801) call was taken by Kelvin . (108)
07/17/2026 7:20:59 AM	000-b01	0274xxxxxx	Welcome (807)	Inbound	Answered	-	00:00:00	00:00:12	0.00	Inbound: Professional Autoglass (0274xxxxxx → Via trunk: IPT (09xxxxxx) → 0274xxxxxx0 was transferred to QW (801)

 

[Charles_3CX]

The line in the report indicates that Helen's call (100) was answered by Kelvin. (108) means it was ringing on ext 100 when Kelvin on ext 108 picked up the call; now they use their web client to do this and did it via right-click, pick up, or they dialled *20* to pick up the call. There is no report that makes this differentiation.

For this, you would need to check the logs via this method: https://www.3cx.com/docs/3cx-log-viewer/

Where you will see, for *20*, for example:

Check pickup rights on [Extn:100{xxxxxxxxxxxxxxx.xxxxxxxxxxxxxxxx}], pickup info Pickup.*20*

Then messages showing which extension dialled *20*:

Extn:108{}] got endpoint Extn:108{} from <sip:*20*@PBX.fqdn:5060> to "Call display_Name" <sip:[email protected]:5060>

 

[mirjam.nz]

Hi Charles & Bruno,

Thanks for clarifying. Just to confirm, I understand this is by design, but the reporting gap is still a practical issue for us.

I don't understand how answered calls end up in the "lost" count, they were answered.

Also, checking logs files isn't viable for daily management.

Is there any plan to address this?

Thanks,
Mirjam