Hello everyone,
I need to know if anyone else is having issues with the callback feature in 3CX. Our setup is; Polling Strategy is set to Ring All, the ring time is set to 30 seconds, the maximum queue wait time is set to 1800 seconds (It has been set as low as 600 during testing), we made sure that the agents are logged in to the queue when the issue occurs.
The issues we experiencing are; a call comes is routed to a queue phone doesn't ring, and there are times when calls come in to the queue and extensions 'freak' out where the call rings the available extensions but no one can answer it. The calls continue to ring available extensions and no one can pick up the call. The only fix to the problem is to remove the extensions that are experiencing the issue from the queues they are in and then put the extensions back in to the queues. The calls that are stuck are lost by the time this has been completed but then call to the queue can be answered We believe the issue started after version 15 was installed. We have disabled the call back feature in all of our queues because it can lock a queue up for several minutes and that is bad customer service on our side. This is one of the main reasons we decided to go with 3CX.
Things we have tried to resolve the issue, with the assistance of 3CX in some cases but which are unsuccessful, are; switching the phones from Polycom VVX310 phones to Yealink T27G phones (to make sure that we are on compatible phones), recreating the queue from scratch, making sure that the phones are on the latest version firmware, making sure that we are on the latest version of 3CX. The issue has a bug number from 3CX and after many communications to 3CX for a status update and not getting a response I am turning to the community for assistance as this has been going on for over seven months now.
Thank you for any assistance.
I need to know if anyone else is having issues with the callback feature in 3CX. Our setup is; Polling Strategy is set to Ring All, the ring time is set to 30 seconds, the maximum queue wait time is set to 1800 seconds (It has been set as low as 600 during testing), we made sure that the agents are logged in to the queue when the issue occurs.
The issues we experiencing are; a call comes is routed to a queue phone doesn't ring, and there are times when calls come in to the queue and extensions 'freak' out where the call rings the available extensions but no one can answer it. The calls continue to ring available extensions and no one can pick up the call. The only fix to the problem is to remove the extensions that are experiencing the issue from the queues they are in and then put the extensions back in to the queues. The calls that are stuck are lost by the time this has been completed but then call to the queue can be answered We believe the issue started after version 15 was installed. We have disabled the call back feature in all of our queues because it can lock a queue up for several minutes and that is bad customer service on our side. This is one of the main reasons we decided to go with 3CX.
Things we have tried to resolve the issue, with the assistance of 3CX in some cases but which are unsuccessful, are; switching the phones from Polycom VVX310 phones to Yealink T27G phones (to make sure that we are on compatible phones), recreating the queue from scratch, making sure that the phones are on the latest version firmware, making sure that we are on the latest version of 3CX. The issue has a bug number from 3CX and after many communications to 3CX for a status update and not getting a response I am turning to the community for assistance as this has been going on for over seven months now.
Thank you for any assistance.
