3CX v20 u7 - can't pickup from call queue

[kmcmichael]

Strange issue started with u7

Previously to U7, agents of our scheduler call queue would 'pickup' a call in the queue so it wouldn't get backed up.

Starting with u7 they only have the options to 'drop' or 'monitor quality'

I tested this with my own account which has full permission (also granted full permission to the queue) and the same options persist.

Did something in U7 change this?

For more clarity:

The queue has a larger wrap up time before it goes to the next agent as that is sometimes required for these types of calls. When it's not - the agent will just pick-up the next call so the callee is not waiting on that wrap-up time.

If the queue is routing to an agent (an actual person) the call can be picked up there - it's the time when it's still in the queue that the pick-up cannot occur.

 

[PhoneMan123]

Just FYI a few of us have seen this issue. No update on a fix currently.

Thread 'no transfer option for "External call, Breached" or "External Call, Waiting in Queue"'

Nov 14, 2025

On external calls that breach the the SLA time, is there any way to manually pick up those calls and transfer them to an agent? When right clicking on these calls, the only option is to "Drop" or "Monitor Connection Quality."

Additionally, was there previously an option to transfer calls that were "External Call, Waiting in Queue?" One of the department managers said it's no longer available to him and I do not see it either as the system owner. This also only gives me the option to "Drop" or "Monitor Connection Quality."

• gbtinc
• Replies: 7
• Forum: Web Client

 

[kmcmichael]

thanks

 

[Nicole Wright]

I'd love to see a fix on this too, we used it all the time for the exact reason the original poster mentioned, losing this feature has had an impact on our ability to answer calls quickly.