Solved Agents can't log in to call queue

[GBC_James]

Hi
We have a problem, where, if an agent forgets to log out of a call queue, and the queue manager uses the switchboard screen to log them out, when the agent comes back in and tries to log in to the queue, they don't show as being logged in and they don't receive calls.

the Q icon on the softphone is visible, indicating to the agent that they have logged in. Also, if they log in using the hard phone, the prompt tells they they have logged in to the queue.

However, in the Q Managed switchboard screen, they are still "Grey" and showing as Logged Out.
The Queue manager then has to right click, and log them in.
Once the manager has done that, the agent is once again able to log in and out themselves.

Is this by design? If so, why?

We have one particular team who's agents seem to have a problem remembering to log out (I have told them this is a user issue. How hard is it to log out???) But the managers are getting annoyed and view it a a problem with 3CX.

Should agents be able to successfully log in and out even if the manager has logged them out remotely?

Many Thanks

James

 

[Alphabetic]

Hi,

If an agent has been explicitly Logged Out (Right click agent > log out) the Q button from the client (Which is a global LogIn LogOut function) will not force the agent back in.

They would have to log themselves in from the 3CX Client Manager view themselves. (or web client)

You can set up some auto log in/log out based on criterias. see here:

https://www.3cx.com/docs/pbx-queue-status/#h.la8454wapgvb

 

[GBC_James]

Hi,

If an agent has been explicitly Logged Out (Right click agent > log out) the Q button from the client (Which is a global LogIn LogOut function) will not force the agent back in.

They would have to log themselves in from the 3CX Client Manager view themselves. (or web client)

You can set up some auto log in/log out based on criterias. see here:

https://www.3cx.com/docs/pbx-queue-status/#h.la8454wapgvb

Hi kieferschild
Ahaa, that's, that makes total sense. The Q:IN/OUT buttons, whether programmed BLF keys or the Q icon in the softphone, are GLOBAL.
therefor, if an agent belongs to multiple queues, but only logs in to one daily, and the others only when needed, the global button would log them in and out of there daily queue, but because they explicitly log in and out of the other queues, the Q:in button would not affect that queue.
I may not be explaining it well, but I totally get it.

So here, where agents only belong to one queue, if the manager logs them out "explicitly" using the console, the same applies. The global log in/out buttons would no longer work. Only an explicit log in by the manager, or the agent via the Q Managescreen in switchboard, would log them back in.
then the global buttons would begin to work again.

Thanks very much for your help

 

[YiannisH_3CX]

Ahaa, that's, that makes total sense. The Q:IN/OUT buttons, whether programmed BLF keys or the Q icon in the softphone, are GLOBAL.
therefor, if an agent belongs to multiple queues, but only logs in to one daily, and the others only when needed, the global button would log them in and out of there daily queue, but because they explicitly log in and out of the other queues, the Q:in button would not affect that queue.
I may not be explaining it well, but I totally get it.

So here, where agents only belong to one queue, if the manager logs them out "explicitly" using the console, the same applies. The global log in/out buttons would no longer work. Only an explicit log in by the manager, or the agent via the Q Managescreen in switchboard, would log them back in.
then the global buttons would begin to work again.

That is exactly right.