3CX Call Queues

[Stefan_TC2]

Hello,
we´ve been using 3CX selfhosted on google cloud for several years now.
18.0 Update 5 (Build 418)Version, PBX Status "all green"

We only use Android/iPhone-App based clients and call queues for sales and support teams.
However the system has become ever more unreliable each year - to the point where the team pushes to abandon 3CX completely.

- The main problem is the totally unreliable call queue.
There are 4 agents in each of our two call queues and it´s competely random IF they ring and in which order they ring.
Sometimes it takes a whole minute for the caller until one of the 4 phones rings, sometimes none of them ring. (of course they are all online and active for the queue when we test)
All power saving systems have been disabled on the first agent of the call queue - both on a OS level and also on a per-app level, yet it only rings ~ half the time.
When the first agent is not ringing it keeps the caller waiting before trying the next agent.

We´ve already missed important calls because of this mess.
This has worked quite well in the beginning but has become a "hit-and-miss" through the years.

- Missed calls from Call Queue not displayed on the Android/iPhone App Clients
When a call is missed because it didn't ring or could not be picked up, the only way to find the caller number is in the admin console call log. So no way to easily call back from the Android client. From a separate thread I learned that this is the way it is supposed to be

- Phones Section mostly empty (not a problem so far but feels weird)
I am not totally sure what the phone section is really used for but the amount of phones it displays is totally random. Most of the time it does not display any phone and sometimes it randomly displays 2-3 Android/iPhone clients.

Is there anything we can do to fix the call queues for good because it this does not work reliably, we cannot continue using 3cx.
Thanks and best regards.

 

[AndreasPo_3CX]

Hi @Stefan_TC2

Regarding the issue you are facing when it comes to calls not hitting the agents or delaying for a minute or so, this is something that is going to be specific to each system and/or endpoints.
Troubleshooting such an issue will require analyzing the system logs and configuration after the issue occurs in order to get to the root cause of it.
So in this case, we would suggest that you open a support case for it.

Regarding the missed calls from call queues (Abandoned calls), this is indeed the case as you mentioned. Abandoned calls are not shown in the mobile clients. They are only shown in the 3CX Webclient or 3CX Desktop App along with the management console of course.

The "Phones" section will only show endpoints that are actively registered.
3CX mobile clients do not keep an active SIP registration though, they rely on PUSH to receive calls.
Now, when an agent has the 3CX mobile client actively open (foreground) it will be shown in the "Phones" section.
So this could explain why you sometimes see mobile clients and sometimes you don't.

 

[VoIPTools]

@Stefan_TC2,

Having used 3CX for over 14 years, I can honestly say that I have had very few issues with 3CX Queues over the years and no issues with the current release.

I suggest, therefore, that the issues you are experiencing likely have a lot more to do with the frailties of the cellular infrastructure, and perhaps your SIP carrier, rather than the 3CX queuing system. I think we can agree that the quality of cellular data connections varies significantly based on where you are, and how congested the network is at any given time.

Frankly, I don't think this is a problem with 3CX at all. What we can argue about is whether how you are attempting to use 3CX is reliable. But to say that the 3CX queuing system is unreliable is inaccurate in my experience.

 

[N_G]

There is nothing wrong with the queueing system, it works fine.

So its the way you have configured it or the provider or devices that you are using. Impossible to see what you have done and would take some troubleshooting just as @AndreasPo_3CX said.

So you can try to localize the problem. Use a supported voip provider. Make internal calls and see if it persists. Check with iOS app first. Try with a deskphone or windows client. Finally try a hosted instance to ensure its not the firewall configuration and so on.

If I had to make a wild guess based on the limited info provided it could be that push requests are not reaching your mobile apps.

 

[SnakeRiverWebDevelopment]

There is nothing wrong with the queueing system, it works fine.

We use a queue in our office, my wife sometimes has a problem picking up the call using the app on a cell, however I have a desk phone and I never have a problem.

 

[Stefan_TC2]

@AndreasPo_3CX
Thanks for the swift reply.
I´ll have a support call with a silver partner today and see if they find the problem for the unreliable call queues.
If there is obvious solution I´ll post it here.