Agent Logged Into Queue But Not Receiving Calls

[information16]

Issue same as these threads:
https://www.3cx.com/community/threads/queue-calls-randomly-stop-ringing.52907/
https://www.3cx.com/community/threa...ue-but-not-receiving-calls.55654/#post-234337
One extension does it every few days and has now started randomly happening to other extensions.
Was there a solution to this?

 

[YiannisH_3CX]

Hello @information16

What version PBX are you running? Also do you see any stuck calls in the system when this happens?

 

[information16]

Professional Perpetual 15.5.13103.5
Running on Debian
No calls in use when problem is happening.
1st time it happened left it over the weekend and rebooted everything, reprovisioned the phone etc before working out removing the extension from the queue and putting it back fixed it.

 

[YiannisH_3CX]

How are the calls getting into the Queue? Are there instances that calls are transferred into the queue by other agents?
Does the issue go away if you restart the Queue manager service?

 

[information16]

The one that is playing up the most only ever gets external calls going straight to the queue it's in.
If the call is not answered by anyone in that queue it goes to another queue that rings phones in a different branch.
Restarting all the services does not fix it and neither does rebooting the whole phone system. Only thing that fixes it is removing extension from queue and putting it back.

 

[YiannisH_3CX]

I would recommend creating a ticket with our support department regarding this as they will need to go through the PBX logs to determine why the agent is not being polled by the Queue.