Agent is logged in queue even when he's/her`s extension is unregistered

[CodeTwo]

Hi there,

Is it normal behavior that unregistered extensions are logged in queue even when they actually offiline (unregistred)? I know there is options to logout from queue where extensions change they status but what about unregistred extensions?

We have agents who not log out from queue manualy by clicing "Q" after day work. From "Queue manager" we see them as logged in even when they unregistred in 3CX.

3CX version: 15.5.15502

 

[Evolute IT]

Hi there,

Is it normal behavior that unregistered extensions are logged in queue even when they actually offiline (unregistred)? I know there is options to logout from queue where extensions change they status but what about unregistred extensions?

We have agents who not log out from queue manualy by clicing "Q" after day work. From "Queue manager" we see them as logged in even when they unregistred in 3CX.

How can they be unregistered? They don't have any deskphone nor softphone app? Not even the webclient?

The user being in the Q isn't a big deal. Since it's not registered, it will reject all calls.

 

[JohnS_3CX]

Make sure they are not registered on a mobile app, they will appear as a green dot in the management console if they are not unregistered on ALL devices/clients they have access to.

They will not be polled if they have a red dot and are logged in.

 

[CodeTwo]

I`m 100% sure that they offline (they have red dote in management console, which means they are offline in any kind of devices) but they still have green square in queue (from “Q-manager” point of view). Look at attached screen.

 

[JohnS_3CX]

Just to clarify, they do not receive calls or affect your queues in any way correct?

 

[CodeTwo]

Correct, they not receiving any calls. They just makes support manager confused about present support members.

 

[JohnS_3CX]

Alright, good to know. So when the agents don't log off they appear in the queue, but the system sees they are unregistered and will not poll them. The manager can log them out of the queue from their client if they wish to do so. The agent will remain logged in throughout as far as the manager and reporting is concerned.