Agents can't login to queue

[Lugo Consulting]

I have 3 queues and agents are unable to login, we have tried to use *62, BLF keys, Switchboard, and 3CX for Windows app. No matter what we do, none of the agents can login. I've also tried a force login via manager mode and still can not get the agents into the queue.

I have deleted and rebuild the queues, and still no luck. I am a bit newer, so I am unsure which log file to look at to see what errors are occurring. Any help would be greatly appreciated.

 

[nub]

make a new extension, no need for a phone, see if it can join the queue.
if yes, it is one of the 3cx clients hiding on a phone or a computer and its set to sign out of the queue.
if no, I do not know what could do this.

 

[cobaltit]

3CX version? I'd also check your license to make sure it is one that supports queues.

 

[Lugo Consulting]

@3cxnub I’m going to test the build new extension this morning and let you know appreciate the help

@cobaltit the license is enterprise. We are on V 16.0.910.

 

[JohnS_3CX]

Hi,

You did not mention how you know the agents are not logged in, do you get an error for example?

Please note that the extensions can log in and out of queues globally, but they can also log in/out explicitly from specific queues https://www.3cx.com/docs/pbx-queue-status/#h.ivks9coc1qu5

What I would suggest is to log them all in via the management console (that takes care of global login) and then set yourself as a queue manager, go to your webclient switchboard, and in your queue click the Q button next to each agent to ensure they are logged in to the specific queue (that takes care of the explicit login).

 

[Lugo Consulting]

@JohnS_3CX I used the web client switchboard and also the 3cx for windows app queue manager to try to login the agents. On the web app, the status will not change over to 'Logged In' nor on the 3cx windows app, when I select the specific queue, right click the agent, and click Log In, the agent still can not login.

I tried logging them in via status on the management console, their 'Q' icon goes blue but they still can not login to the queues.

 

[JohnS_3CX]

And their statuses are are all set to Available yes?

 

[Lugo Consulting]

Correct, everyone is in available mode. I have also rebuild new extensions and new call queues, still no luck.

 

[JohnS_3CX]

One thing that can prevent logging into queues is if you have auto switching on the profile, with the option to log you out of queues. Also if you use the desktop clients, there is an option when the user is idle to change their profile status (which can lead to logging out of queues during the idle state)

 

[Lugo Consulting]

Auto switching is off, we are using the web client exclusively. Do you know of any log files where I could see the errors for queues? This one is really banging my head and killing our call center due to queues not working.

 

[JohnS_3CX]

Set your logging level to Verbose.

Restart all your services (so logs can start fresh)

Try to log in a couple of agents

Click Support on management console top right, and generate support info

You will shortly receive an email at the admins email address with logs

In the file you will have the Logs folder, with the 3CX Queue Manager info

*Remember to set your logs back to low or medium to avoid overloading the system