Agent stopping receiving calls from queues

Discussion in '3CX Phone System - General' started by massimo@progetto8.net, Feb 2, 2018.

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  1. massimo@progetto8.net

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    Hi, I have this annoying issue:
    We have 3 agents belonging to one "support queue". All three clients are in the same LAN.
    One of them, randomly, stops receiving incoming queue calls (maybe after one week working correctly).
    When happens, on the dashboard I can see the incoming call, but only 2 agents are in "Dialing" status.
    Of course all the agents are online (extensions up, green color and partecipating to the queue).
    Direct calls between the agents are working. Outside calls work. Just the agent stop suddendly receiving the queue calls.
    The only way to (temporarely) solve is to reboot PBX server.

    Any suggestion?
    Massimo

    Version is 5.5.6354.2 Pro (Debian ESXI appliance)
     
  2. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    Hello @massimo@progetto8.net

    Are you using 3CX clients for windows / Mac or IP phones? Are the devices in the same LAN as the PBX or are they provisioned as remote extensions?
    When the issue occurs do you see the user as logged in and available? Try dialling *60 to make sure that the Do Not Disturb mode is off.
    Also what is your polling strategy and do you have wrap time configured for the queue? Is the user member of any other queues?
     
  3. massimo@progetto8.net

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    Hi Yiannis,

    this agent is using 3CX for Windows, while some others use Snom ip phones.

    There is a VPN between clients LAN and the PBX. Firewall rules are ok.

    Yes, as I wrote when the issue occurs the user is logged in and available.
    I can also see that by accessing Admin web interface -> Extensions -> Agent name -> Status
    Current Status: Available
    Queues Status: LoggedIn

    Polling strategy = Ring All
    Wrap-Up Time = 2 seconds

    No

    Thank you for your answer.
    Massimo
     
  4. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    In that case we will need to further investigate the issue and to do so we will require to review some PBX logs. I will sent you a p.m. with what we will need to continue troubleshooting this
     
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