Solved Agents in the queue not getting calls- and worse

[DDJohn]

We've run 3cx for about 3-4 years now. And once in awhile an agent would report that they were in the queue, but not getting calls. I figured out pretty quick that deleting them from the queue and re-adding them would get them going again. Didn't happen very often, maybe once a month, and only with 1 or 2 users. This was allegedly fixed in v15.5 sp6, but it continued, albeit not enough for it to be worth me seeking support.

In the past month is has been happening MUCH more frequently. And with MOST queue agents. Often multiple at a time.
Not sure if it's related but:
The call center *just* reported that they lost all their calls- the queue went from 24 to 0. As callers filtered back in from being "hung up on" ALL users complained there weren't getting calls. The logs show:

2020/06/26 12:03:01.465|3472|0006|Erro|There's NO logged in agents for the Queue Q:8022
2020/06/26 12:03:02.465|3472|0006|Erro|There's NO logged in agents for the Queue Q:8022

I went to do my rip/reconfigure for the Q agents very quickly since a bunch of people were about to come back very unhappy, and all but one of the agents just spontaneously started receiving calls.

The callback feature also has been calling people back that request it, but then immediately hanging up on them- it had worked previously. I tested it myself to see if it was agents randomly hanging up on callers, but it appears to be the system disconnecting the call.

I searched the forums for the queue and the agents issue, figured I'd throw the callback issue in for fun.
We are on 16.0.4.493 , but I don't see anything in any of the release notes for the interim releases that even comes close to addressing these issues.

These issues seem to have just come out of nowhere, all of a sudden- has anyone else seen this?

 

[cobaltit]

Even though there's nothing in the notes regarding those issues 3CX support would most likely request you be current before engaging in troubleshooting so I'd start there.

 

[VoIPTools]

Keep in mind that V15.5 will no longer be supported after July 1st 2020.

 

[DDJohn]

Keep in mind that V15.5 will no longer be supported after July 1st 2020.

Oh we're on 16.0.4.493 , I was just saying that the issue was allegedly fixed in 15.5 sp6

 

[JohnS_3CX]

Hi John,

Your case sounds interesting, would like to know more details though:

- OS?
- VM or Bare metal?
- If VM, what hypervisor are you using and under what host OS?
- Specs of machine?
- Hosted locally or cloud?
- Have you made any modifications whatsoever to the installation?
- Is there any 3rd party software running on the machine?

 

[DDJohn]

Ok, so we've found the issue. And the solution. And it's a people problem.
Upper management decided they only wanted to allow 20 seconds wrap up time for queue calls.
(Even working for a large enterprise whose main focus was how many calls we got in a day, we got 2 mins, but that's none of my business)
The agents, not being able to work with 20 seconds, had taken to just jumping out of the queue to note their calls, for 5+ minutes. These instances were so sporadic because it occurred when the entire crew was simultaneously notating their calls. The second the last person in queue jumped out, it dumped all calls. I just *happened* to be watching the queue and saw someone queue out at an odd time (middle of a rush) and it dawned on me, so I went back and pulled reports, and sure enough, during the screenshot I posted above, everyone had *just* logged out.

The issue has been referred to management.

 

[JohnS_3CX]

Glad to hear you found the issue John, I'll mark this one as solved then