Call Queue agent alloactions no longer working

[hlfb]

Hi,

We have two call queues set up with an IVR which direct calls to different agents based on the policy configured. Within the last few days, even if an agent is logged out of the queue, we have no started receivings calls to that agent - nothing has changd so I'm not sure why it has started doing this unless its after an update on the Hosted by 3CX platform.

Can anyone help?

Thanks

 

[ClsVip]

Make sure agents are logged into the queue, if agents are not logged into the queue then the call will be directed to the destination if no answer, that s configured for the queue.

 

[hlfb]

Hi, there are agents logged in to the queue - for some reason its calling agents that are not logged in?

 

[Saqqara]

You need to look at the activity log, to see how the call is being handled.