Agents stop receiving calls from queues

[gustavskii]

Hello

I have an issues where at random some extensions stop receiving calls from any queue
Agents use 3cx from Windows
They are logged in, available, no forwarding, and had no issues a day prior
And this happens at random as well
There are no call stuck, I checked Active calls.
Agent with this issue is part of other queues as well (but cannot accept calls from any queue)
Polling strategy - Longest waiting (but there are several calls waiting, and the agent with the issue is the only one not on call)
Wrap-Up Time = 20 seconds, but agent is in queue for much longer (From beginning of the day)
Tunnel is enabled between agent and 3cx server (disabling it doesn`t help)
Re-registering doesn`t help
Deleting account and then re-applying config file from welcome email doesn`t help

The only way it works again if the extension is deleted completely from 3cx Management Console and recreated, then added back to all queues

P.S. I saw some threads about it earlier, but no definitive answer

I hope the issue is found from 3cx side and will be fixed soon

 

[Saqqara]

What version of 3CX are you running ?, along with build no

 

[gustavskii]

@Saqqara

15.5.13103.5 Pro

 

[YiannisH_3CX]

Hello @gustavskii

This looks like an issue our R&D department has identified in SP5 and fixed for SP6. Please note that the fix is included in the Beta build currently available but as always Beta builds are not recommended for production systems so i would recommend waiting for the final build to be released and upgrading to that once it does. If the issue persists after please let us know so we can further look into it