After hour agent logged in, queue not opened

[saint_]

Hi ,

Just trying something here, as it's a very common scenario on V16.0.6.641
Company hours are setup in this proof of concept from 8AM to 5PM.
It is my understanding that a SIP Trunk, if it follows the company hours, doesn't care about agents logged in or not. If it's after hours, it just go wherever the After hour destination is.
So I setup both office hours and outside office ours for the trunk, to go to a MAIN queue.

In this queue. I have a voicemail destination if no answer. That's about the only option we can play with to change the message if no agent are logged in.
In the agent I am using, the Auto Switch / Set available during office hours is checked.

I am running my test after hours. if I call, it goes to the queue's destination if no answer. that's fine.
But if this agent wants to log in after hours, I'd assume the queue would open and he would receive calls. But no, it does not. Is this a normal behavior?

 

[saint_]

I think I found my issue.
I can see in the web dashboard, that regardless if my user dials the Q:In prefix, or log into the queue from the switchboard, (even if I select the only queue I have), This one user won't be assigned to the queue. I just created another user, and this one can login perfectly to the queue. It's just this one.. :/

 

[JohnS_3CX]

Hi,

I would suggest to also check if the user is logged into the specific queue, not just the global queues
https://www.3cx.com/docs/pbx-queue-status/#h.ivks9coc1qu5

 

[saint_]

And I tried to delete this extension and re-create it, and same issue as my other post (reproducible bug) where the extension does not show up in the list, but is present in the database...

 

[saint_]

I'll try again tomorrow. It's 3AM in the east coast. I fought with this all night. If I delete a user, and re-create one with the same extension, same as previously, it does not appear in the list, but is present in the DB. I'll restore a backup tomorrow. I wish this version was stableR ..

 

[AWS2P]

I am running my test after hours. if I call, it goes to the queue's destination if no answer

If as you said, you set hours on trunk, so when PBX is in OOH calls can't go on Q DNA as trunk is normally forwarded to night IVR directly , so calls never reach Q

 

[saint_]

If as you said, you set hours on trunk, so when PBX is in OOH calls can't go on Q DNA as trunk is normally forwarded to night IVR directly , so calls never reach Q

That is what I said: If offices hours are setup to the trunk, it bypass the queue. That I tried and it works.

But I wrote:
So I setup both office hours and outside office ours for the trunk, to go to a MAIN queue.

 

[AWS2P]

Ok so what is your goal ? keeping Q active all day long even when at night or weekends ?
what are you trying to accomplish?

 

[saint_]

Normal setup: Office hour starts, agents are logged in automatically. Office hour stop, agents are logged off automatically. A couple of agents are doing after hours, so they log back in -> Queue should re-open, until all agents manually log off, until the next day

 

[AWS2P]

You tested this and it doesn't work?

 

[saint_]

yes - restoring a backup from a couple of days old now, before the Q was setup ...

 

[AWS2P]

You need to take care each extension agent of the Q need to be available and logged in, most of the time even they are in Q settings phones are not reach because they are not logged.

 

[saint_]

where is this screen from ?

 

[AWS2P]

from each extension, select left square and then press status

 

[saint_]

Whoa, never played with the status. Yes, extension shows available and logged in.
Starting restoration now. It's not working. The backup is from 2 days old, and frankly nothing happened in between. Just a simple queue, with 1 agent, and office hours. I will redo the exact same thing. Merci pour le coup de main

 

[saint_]

Reinstalling the backup 1st time: Same problem as above
Reinstalling the backup 2nd time: No more problem.
No clue what happened. I'm not going to try to reproduce the other issues since it's kinda stable now.

 

[AWS2P]

Merci pour le coup de main

You're welcome