3CX AI Agent can not transfer to Queue

[roney_ringoffice]

I am currently testing the 3CX AI Agent with OpenAI models, specifically:

1. GPT Realtime 1.5
2. GPT-5.4 Mini

I am experiencing an issue with call transfers to queues and voicemail.

I have multiple queues configured. For testing, if I add a dummy/offline extension as the queue member, the AI Agent does not transfer the call to the queue immediately. Instead, it continues telling the caller that it is trying to transfer the call or that it is having difficulty completing the transfer.

My expectation is that if there are no available/registered queue members, the queue should follow its configured Destination if No Answer and route the call to the extension's voicemail box. However, this does not seem to happen as expected when the call is transferred by the AI Agent.

I am seeing similar behavior when using topic-based routing directly to a user's voicemail box. The AI Agent does not transfer the call to voicemail immediately. There is a noticeable delay before the call eventually reaches the voicemail box.

Has anyone experienced similar behavior with the 3CX AI Agent?

I would like to understand whether this is expected behavior or if there is a specific AI Agent, queue, or transfer configuration required to make these transfers happen immediately.

Thank you.

 

[Charles_3CX]

Hi, try placing the queue under the call routing section, with a topic the caller will request.

For example, I have a queue called Q1 and one agent that is either registered or logged in to the queue. When I call to be transferred to Q1, the call goes to the destination if no answer is configured in Q1

 

[roney_ringoffice]

Hi Charles,

Scenario - 1

1. I have it routed to Queue but the my agent is not registered and then it is not working .
2. If I put a live agent then it works.

 

[Charles_3CX]

I've tested this with U10 alpha, and it works in your scenario. I can therefore only suggest waiting for U10 and rechecking. For now, ensure there is a live agent in the queue.

 

[roney_ringoffice]

Also suddenly we have seen that 3CX cloud transcription has been stopped on our 3CX NFR license.Can you comment on this why?

 

[Charles_3CX]

Also suddenly we have seen that 3CX cloud transcription has been stopped on our 3CX NFR license.Can you comment on this why?

This information you can find here: https://www.3cx.com/blog/news/ent-plus-nfr-keys/