Solved Call Queue Strangeness

[FWC]

Hello!

We've implemented a queuing system with two agents in it that is working really well.

However there seems to be an issue with the recorded messages.

When a caller first enters the queue, they hear a tiny bit of the default 3CX hold music, then a tiny bit of the queue entry announcement, and then the hold music specified for the queue plays normally

It sounds quite messy basically, so does anyone have an idea how this can be prevented ?

Our 3CX is on version 16.0.8.9, running on a Debian VM (4.9.272-1)

 

[VasilisV_3CX]

Hi @FWC,

When a caller first enters the queue, they hear a tiny bit of the default 3CX hold music

Where is the call routing to the queue from? Is it going to an IVR first?

then a tiny bit of the queue entry announcement

Does checking the box that states 'Play full intro prompt before calling agents.'

What is the ring time for the queue?

Is there an agent logged in to the queue?

Where is the queue pointing when Destination if no answer is reached?

 

[FWC]

Hi @FWC,


Where is the call routing to the queue from? Is it going to an IVR first?


Does checking the box that states 'Play full intro prompt before calling agents.'

What is the ring time for the queue?

Is there an agent logged in to the queue?

Where is the queue pointing when Destination if no answer is reached?

Hi

Yes, IVR first which an option sends you to the queue

"Play full intro prompt before calling agents" is selected yes, but it doesn't play the whole thing, just a tiny bit.

Ring time is 10 seconds

Two agents are in the queue, and the queue just rings/queues until the call is answered (well 9999) seconds

Many thanks !

S

 

[VasilisV_3CX]

Hi @FWC,

That is very strange behaviour. The first "tiny bit of the default 3CX hold music" is normal, but after that, I can't replicate it. It plays the full prompt when I check the box to do so, or when an agent answers, it plays the prompt up until that point.

I'd suggest creating a new queue to test, make sure the volume of the prompt is high enough since the MoH plays over it, and test sending the call to the queue from the IVR. If you'd like create a test extension to go into the queue and see if the same problem happens and make sure that you have agents in registered and logged into the Queue.

 

[FWC]

Most strange. By changing the option a few times and changing the music it behaves as normal bar the little bit of hold music at the start.

Before that changing the option made no difference as to what happened regardless of if the option was selected or not, the queue entry message kept playing.

 

[VasilisV_3CX]

Well I'm glad to hear it's behaving as expected now @FWC! If you require any further assistance feel free to open a new thread!