Call Queues going straight to Voicemail

[SlickEagle]

So I am really new to 3cx and we have a problem with two 3cx servers the first was set up by a 3 party and the second was by us in house but the same behaviour is happening on both.

When a call rings a call queue the first calls are all fine but when everyone is on the phone the system forces the next call to voice mail or tells them that voice mail is not set up and I don’t understand why or how to fix it!

The queue is set to end call after 1800 seconds , max calls is set to 50 I don't know why it is not queueing the call and forcing them to voicemail

Our 3rd party has said that we need to have an extension in each queue that is logged in and available but won’t get answered for this to work but that seems very wrong to me

Please can someone point me to the setting I need to change as everywhere I look no one is having this problem that I can see but it looks to be the default behaviour of a fresh install so I am at a loss of what to do?

 

[Alphabetic]

Are you sure you're using call queues and not ring groups?

this behaviour is to be expected when using ring groups.

 

[JohnS_3CX]

Hi,

Which voicemail prompt are they hearing? the one from 3CX or perhaps the one from your trunk provider

There are multiple limits to be aware of:

- The trunk provider may have a hard limit of simultaneous calls allowed
- The trunk setup in 3CX also has a limit that you can adjust
- The PBX license also has a simultaneous calls limit (but this would play "license limit reached")
- The queue also has a limit (those waiting + those talking in total)

So as you see, if the trunk limit is reached for example and the "End Call" scenario is triggered, you will hear the voicemail message of your provider most likely.

 

[SlickEagle]

Hi

First Yes I am sure it is call queues I am in as when I go to the web client I see it in the switch board with the extension I have on the call queue

the limits are not being reach the 3cx my system says 16 call at once the trunk provider is 300 calls i have set the trunk limit to 10 and I have set the queue to 50 when the second call comes in I see it in the queue behind the active call saying it has been put in to my voicemail when it is turned on

the calls just don't queue they are sent to voicemail and i am not sure why? Is there a setting that would make a call queue act like this force a call to voice mail even with out it being set any where

this also happens on our other 3cx server that was built by our 3rd party could this be a new setting in 16 that has had it's default changed may be so if you are restoring a backup from a 15 server you don't have this problem?

 

[JohnS_3CX]

3CX Voicemail or Provider voicemail?

 

[SlickEagle]

It is the 3cx Voice mail my provider does not do voice mail on my SIP trunks

 

[JohnS_3CX]

Ultimately the decision to send to voicemail is being made at some point, we need to trace the whole path of the call to discover why. This is possible by setting your logs via Activity Log > Settings > Verbose.

We have a tool that then allows you to do this if you spend some time with it. Once the queue is full make that 1 extra call and go to voicemail as you described. Then grab the logs and filter that one call to see what path was followed and why the decision was made to go to voicemail, as well as whos voicemail this is.
https://www.3cx.com/docs/3cx-log-viewer/

 

[SlickEagle]

Ok I think I have found it it is the busy section on the user and I can turn this to put a call back in to the queue so it now stays ringing but what if my users belong to two call queues if I set this all the calls will move from one queue to another and someone from the correct queue cant answer it

This can't be right either the call need to stay in the correct queue not moving around because I have a user in a queue this cant be right why are my users busy settings causing a call to go anywhere this is a call queue, it should queue a call like the name suggests, is there a setting to turn this off

 

[JohnS_3CX]

Ok I see what's happening.

Are you using supported deskphones that are properly provisioned by 3CX?

 

[SlickEagle]

No we have no desk phones is this the problem is the system is expecting some do these behave differently to softphones?