3CX Queue manager report not showing properly.

[krishnaprabhu]

HI,

We setup Call queue manager report through email on daily basis and also we have enabled abandoned calls email alert on that queue.
We receive abandoned call email alert even one on the caller picked that call.
Also the Queue manager report also not showing correctly and it tells more calls are abandoned.

But when we check the call log option for that queue and it shows correctly.

Please provide us the solution for this issue and this happens when some of the callers picked the call and it goes to abandoned call log report.

Thanks
Krishna

 

[YiannisH_3CX]

Hello @krishnaprabhu

A queue call can be listed as abandoned if the call is not answered and it goes to the destination if no answer or if the caller hangs up or if the call is picked up outside of the queue.
That means if a queue agent picks up the call using *20* or through the presence then the call is considered as abandoned for that queue. This happens because the call is removed from the queue manager so it is considered as abandoned.
Make sure that you are not using pickup for calls and check the reports again.

 

[krishnaprabhu]

Hello @krishnaprabhu

A queue call can be listed as abandoned if the call is not answered and it goes to the destination if no answer or if the caller hangs up or if the call is picked up outside of the queue.
That means if a queue agent picks up the call using *20* or through the presence then the call is considered as abandoned for that queue. This happens because the call is removed from the queue manager so it is considered as abandoned.
Make sure that you are not using pickup for calls and check the reports again.

Hi

When we do test call on that queue and the call was answered but still the call is shown as abandoned.

But when we check on the call log and it shows correct info.

Please help on this issue.

Thanks
Krishna