Call Flow not following rules

[3CTEL]

Hi,

We have a main line IVR, when a call comes in through IVR and goes to a queue it should ring all the agents of that specific queue but instead it goes to an extension and from there it goes to VM of that extension. so let's say a person call is and this is the flow in call logs:
IVR -> Queue -> Extension -> VM of extension
OR
IVR -> Extension -> Queue -> VM of extension

Now following are the settings:
-We are on V18
-Queue is set to ring all with ring time 30s and queue wait time 3600s
-Destination if no answer is set to another queue
-From IVR there is no option of calls directly going to the extension

We are unable to figure out that why are some calls going to extensions from IVR. I am attaching screenshot of call logs from a number.

 

[Charles_3CX]

You need to review the logs within the support info and the queue manager log to see why.

https://www.3cx.com/docs/collecting-logs-for-3cx-support/ - to collect the logs for yourself
https://www.3cx.com/docs/3cx-log-viewer/- Analyse SIP communication

The queue manage log is under the Logs folder within the support info zip file.

 

[3CTEL]

it says

• Restarting the services will clear out any existing logs!
  will it clear call/chat logs as well?

 

[Charles_3CX]

No, none of these areas are cleared.

 

[3CTEL]

I can't find anything in the logs, to collect the logs properly it says to reproduce the issue. But the issue doesn't happen always so can't reproduce it. Is there any other way to see why all this is happening?

 

[Charles_3CX]

You must have the logs in verbose logging mode before the issue occurs. Then once the issue occurs generate the support info to check.

 

[3CTEL]

I checked the logs, call came to IVR from there it went to queue. In logs it says "Selected agents for poll: 29010,29009" whereas there are total 8 agents in queue and it is set to ring all. Then logs continue and this comes "DBG: Removed Agent's QA:29010@80009" and "Agent QA:29010@80009 has dropped call 600 before servicing started" and "Poll is terminated, reason: Canceled (Another DN picked up call), QCID=600"

Call logs show call came to IVR then to queue to agent to her VM.

Agent 29010 says when she instantly picks the call it gives error "call not found" otherwise call shows on panel for few seconds and then just disappears. Also why calls are going to VM of agents because in user settings we have set it to connect to queue for external calls if call is not answered.

This has been happening alot of times now. Please advice how to reslove this.

 

[Charles_3CX]

It's best to open a support ticket with us at 3cx technical support to check the logging to see why these occurrences happen.