3cx design issue - call comes in audio is played extension is dialed but it directly goes to record and email why doesn't it go to Call Queue

[parwana]

3cx design issue - call comes in audio is played extension is dialed but it directly goes to record and email why doesn't it go to Call Queue as per extensions are added in call queue list? can someone guide where i am making a mistake?

Call comes in
User Input (Voice plays before that press this extension and press that extension)
Call Transfer1 (Expected should be redirected to call queue on punching the valid queue extension)
Call Transfer2 (Expected should be redirected to call queue on punching the valid queue extension)
Record and email

This is the design.

 

[Charles_3CX]

So to clarify,

• a call is received to IVR (digital receptionist)
• an option is chosen to go to a queue, or the queue extension number is dialed
• the call is transferred and ends up in the voicemail for the queue,
• an email is sent with the voicemail attached

Correct?

Q: Have extensions been logged in the queue? And what is set for the queue destination if there is no answer?

 

[AWS2P]

it looks like no agent are logged into Qs so when there's an incoming call it goes directly to DNA which seems to be a VM following your description.
Check first if there's almost one agent logged in each Q you have