Call queue drops the call (Cause: 487 Request Cancelled/INVITE)

[TurabG]

Hi,

I have setup a call queue with two agents; which are logged into the quee and their status confirms that. (There is also a problem with that. "Logout Queue" option is selected but none of the extensions automatically log into queue. I have do it manually and I need to check it all the time if they are logged in or not.)

When you call the queue, you hear the hold music for just a second, then it announces "all othe operators are busy" and ends the call immediately. (It triggers the timeout option; because it concludes that there are no agents online, possibly.)

Here are the main log and activity log about this event;

3CXQueueManager ID: 105
Lost Call in Queue Tech Serv Queue (8002) from Caller ID '905xxxxxxxx' Queue: 8002 [Tech Serv Queue] caller: 905xxxxxxxxx

07/07/2018 10:52:32 AM - x-call-control DROP: call is not found: qJpYgMjEee..;from-tag=dc2ad;to-tag=4306f2
07/07/2018 10:52:31 AM - [CM503003]: Call(C:231): Call to <sip:1016@xxxxxxxx:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5488

1016 is the first agent of this queue. and I tried with prioritized hunt and ring all; all the same result. "Supports re-invite" is ticked both for the trunk and the extensions.

 

[eddv123]

A 4xx style response is a client error response so you should be looking at something client side.

A 487 REQUEST TERMINATED: This means a CANCEL request terminated the call and the call ended. Since this is a 4xx Cancel I would expect that to be the call being put down from the user before connection to the queue.

With that being said the termination states from 127.0.0.1 which is localhost. As a test I would log all your users out of the queue and see if you get the same or a different result/error.

 

[YiannisH_3CX]

Hello @TurabG

The message you are hearing suggests that there are no agents logged in to the Queue. Make sure that the agents are logged in by looking at the Switchboard from a 3CX client or a web client not through the management console.
I am guessing that the extensions were explicitly logged out at some point and are not logged in to the queue and that would also explain why the automatic login/ logout is not working.

 

[TurabG]

Hi @YiannisH_3CX , as I already stated in my first post, agents are logged in; I confirmed it both by click on the status button and checking the "Q"uery icon on the mobile agent. When I log out the agent through management console, I can see the Q icon is greyed out on mobile agent.

@eddv123 , I logged out all of the agents and the log is completely the same. It's not possible that the caller is terminating the call. Because I am the caller. I am testing it. When I press the corresponding number, 3CX tries to patch to the queue. The caller hears the on-hold music for less than a second and then it announces that there are no available agents. None of the agents receive any call at that time.

 

[YiannisH_3CX]

Hi @YiannisH_3CX , as I already stated in my first post, agents are logged in; I confirmed it both by click on the status button and checking the "Q"uery icon on the mobile agent. When I log out the agent through management console, I can see the Q icon is greyed out on mobile agent.

Think of it as if there are 2 login / logout states. The global state of the extension is reflected in the management console by pressing the Status button and with the "Q" button on the client. However if the extensions is explicitly logged out by a specific Queue the global status will remain logged in but the extensions will be logged out from the specific Queue. This is the reason i suggested looking at the Status of the extension using the Switchboard of the client. Select the Queue manager screen and then select the Queue you want to monitor. From there check the extension status and make sure the extensions are logged in.
https://www.3cx.com/docs/pbx-queue-status/#h.ivks9coc1qu5

 

[TurabG]

Since there is only one queue defined, it should be indicating that one I guess. I also checked from the switchboard, "8002 Tech Serv" is checked already.

By the way I can't find the place to assign a queue manager.

 

[YiannisH_3CX]

The Queue manager can be defined through the management console. Select and edit the queue and navigate to the Notifications Tab. You can set the Queue manager from there.

 

[TurabG]

I cannot set; Add button is disabled. I guess this is a Pro version feature? But I don't think it has anything to do with the situation; is that correct?

 

[YiannisH_3CX]

Yes that is a pro feature so if you are running a Standard version that option will be greyed out.
The fact that you cannot assign a queue manager does not have anything to do with the issue.
Does the same issue occur when you call the Queue from an internal extension? You could also try the following:

Create a new test extension and send a welcome email to a 3CX client. Log the agent into the same Queue an try calling the Queue. Does the new extension ring? If not create a new test Queue and add the new extension to that Queue. Make a call to that queue. Does it ring?
This will help us narrow down if the issue is with the queue or the extensions.

 

[Ivory]

I have one line that keeps failing when trying to reach out to a number. I have tried other phone lines including my own, and they reach the number successfully. I get the Cause: 487 Request Cancelled. The receiving person number is a cell Phone.

 

[TurabG]

@YiannisH_3CX , I tried what you said, but nothing has changed. A new ext. and a new call queue. Calls are still getting dropped.

 

[techdummy]

Can you share a screenshot of the "Wallboard" with all agents logged into Queues?

 

[YiannisH_3CX]

I tried what you said, but nothing has changed. A new ext. and a new call queue. Calls are still getting dropped.

At this stage i would recommend creating a ticket with our support department as they will need to go through the systems logs to determine what is causing call queues not to work.