3cx V20 Queue Name and Extension not showing as options

[VH IT]

I have all of my extensions in the Default Department. After upgrading from V18 to V20 the Queues listed under "Call Handling" did not have a department set. I set them all to the Default Department.

Our users when they answer a call and want to transfer it are able to search names of extensions but any Queues (by Q extension number of Name) do not show up for them. My extension is the System Admin and I am able to see them when I search on a transfer but other users (User role or Receptionist role) can not see them as options. Any ideas?

 

[Alejandro_3CX]

Hi, go to the pbx admin console ---- system ---- options ---- apps ---- verify that the parameter hide system extensions is disabled. Also check that the users are in the same department of these system extensions.

Then try to make a new test.

 

[VH IT]

It was currently unchecked. I did think that initially because the queues were not part of any department that was causing it, but I moved queues to individual departments and that wasn't showing for everyone, so I changed/moved all queues to the default department, as I want all users in all group to be able to see and choose all queues.

Right now ALL users are part of the default department, as well as the department (store location) they work from. I have all Queues set to the default department.

Is it possible that changing the department assignments to queues is not reflecting? I could restart the pbx tonight. I thought I followed all the upgrade steps pre and post so I'm really confused why users can't see or choose queues.

 

[VH IT]

So this seems odd to me. On a transfer action, I can type in an extension number of a Q and while it wont confirm by showing the name of the queue, if you entered the extension of the queue and hit transfer it will do it. Bug? I restarted the pbx.

 

[VH IT]

I think I got it figured out. It was a two part problem. First was that I needed to have all of my queues in my default Department. Once I did that they seemed to show up for web client users, but it was the user extensions that were still using the v16 windows msi installed client that couldn't see queues. When you type in the name or extension it doesn't show but if you know the extension number is right and just hit transfer it does technically do it.