Abandoned Calls

[Chris_APDG]

Good morning/afternoon/evening,

We are having a weird problem with our call center queue.

When we dial into the queue, we receive the message "Please hold while we transfer your call" twice, the call goes to the call center extensions but yet shows up as abandoned on the Wallboard.

Has anyone ever come across this before?

 

[leejor]

I bit more information on how you have routing set-up, along with a post of the 3CX Activity log, for one of these calls may provide some clarification as to what is happening.

Is this a new issue? If so, what changes have been made recently?

 

[positron]

Good morning/afternoon/evening,

We are having a weird problem with our call center queue.

When we dial into the queue, we receive the message "Please hold while we transfer your call" twice, the call goes to the call center extensions but yet shows up as abandoned on the Wallboard.

Has anyone ever come across this before?

If the call center is the "no answer" destination for the queue and there are no active queue members, then the system will act just as you described. Calls that leave the queue without being answered by a queue agent (for any reason) are classified as "abandoned" in the statistics. It would be preferred to have separate statistics to report on hangups vs. overflow vs. no answer forwarding.