Call dropped when no agents logged into queue

[MrGeezer]

Hi,

I have a call queue set up and two extensions which can log into the queue and receive calls.I have a mx wait time of 300 seconds set, and an external number to forward to if no answer.

When there are no agents logged into the queue, calling the number results in an instant 'beep beep beep' on the callers earpiece and immediate termination of the call. As the queue manager I then receive an email notifying that a call was 'lost in the queue'.

This was working correctly previously (I stopped sending DDIs to the queue during lockdown) so really can't understand why it's stopped working. Any clues?

Thanks in advance

 

[Saqqara]

Check the activity log, and check the flow of the incoming calls and any error messages

 

[MrGeezer]

Thanks I've done that and note that I am geting the following error:

Call to T:Line:10001>>NUMBER-I-FORWARD-TO@[Dev:sip:[email protected]] from L:15.1[Line:10001<<NUMBER-I-RANG-FROM] failed, cause: Cause: 486 Busy Here/INVITE from 185.91.41.30:5060

But the number I am forwarding to is not busy. It's an answering service and if I call the number directly it rings.

Any clue what it could be?

 

[leejor]

And the format of the number, in both cases (dialled directly, and forwarded), is exactly the same?

If so, I would contact your provider to see if it is, perhaps , something to do with the caller ID, being sent in each case.

 

[MrGeezer]

The provider say that the callerID is not being sent by my 3cx and that I need to make sure it's being passed. Any idea how this can be achieved?

Thanks

 

[YiannisH_3CX]

That depends on what trunk you are using and how the outbound parameters of the trunk are set up. If its a supported provider it should be easy to figure out. If not then some trial and error may be necessary.
Did you change anything during the lock down that might have affected this behaviour?