Solved Agent not receiving calls from queue

[Matthew Plouff]

I have an agent that is trying to sign into a sales queue we have setup. He is signed into the webclient and has the web extension setup, and has clicked on the 'Q' to sign into the queue. Yet, when I go and look at that sales queue switchboard in the webclient, it shows him logged out. Which, I can assume is why he is not being presented and calls. Is this potentially network related for the network he is on where him signing into the queue is not being seen by the 3CX server?

 

[rgruber]

Matthew, Could be a lot of things, could be a network problem or configuration, etc. We would probably need more information to figure out what the problem is. I had a similar problem, had to delete the user and recreate, plus put back into the queue. If you do that, also give them a new extension number.

Can you take some wireshark and packet captures while its happening? Also, provide support info after the packet capture. Also, what version or 3CX are you on plus type of server?

 

[Charles_3CX]

Also, check that the Agent has not been explicitly logged out of the sales Q. in the extensions WebClient switchboard highlight the specific queue and check the right side column if the Q button under the agent's name is bold and blue!

 

[Alphabetic]

Check the extension settings under forwarding rules and make sure "Log out from queue" isnt checked.

 

[Matthew Plouff]

I did recreate the extension after that first suggestion since I did need a quick fix, but these are good things to check out for next time I face this, thanks guys!