Call from queue not answerable on desktop app.

[Ruan]

Good day,

I have a client with 3cx Enterprise PBX. The company has about 100 users.

I have a issue with one user whom is unable to receive calls from the call queue but can receive calls when you dial direct to the DDI.

When I call the queue the desktop app keeps flashing but does not allow me to click anything, same with the yealink desk phone she can pick up the headset but the call just keeps ringing.

Troubleshooting:

Logged her into different PC and the same occured.
Delete her extension and recreated it but still the same.

If anyone has any ideas please let me know?

 

[ClsVip]

Do you have teams integration enabled on the 3cx system?

 

[Ruan]

Yes I do have Teams Integration enabled on 3CX

 

[ClsVip]

Have you completed the team's integration for all users that are licensed with the appropriate licenses in 365, which include the Microsoft Teams Phone standard license, and that are added to the queue?

Aa the issue you mention is caused when the users have been licensed with the appropriate licenses in 365 but the configuration for the team's integration has not been completed. Ensure that your users have the office phone number populated under their 365 user accounts in E164 format and that they are then added to the user sync section within the Microsoft 365 user sync section to sync with the 3cx extensions, outbound caller ID, and finally generate the map user script and run within power shell to provision them in teams. Basically, follow the guide: https://www.3cx.com/docs/microsoft-teams-business-voice/

 

[Ruan]

OK, will check it out and run all the steps and will then advise.

 

[Ruan]

Good day, I tried the guide and all is in order.

I tested again and the same issue is occurring.

 

[Ruan]

Hi All, can someone please assist?

 

[ClsVip]

The issue you have mentioned is likely being caused by what has already been mentioned. I can though suggest the following to test and make sure.
1. Remove the Microsoft Teams Phone license from the 365 portal from one of the queue agents experiencing the issue
2. Restart the 3cx services
3. Log this one agent into the queue only and call the queue
Does the issue still occur?

 

[Ruan]

I will test and advise