Call Queues not "forwarding to outside number"

[Blake27]

We have two call queues. When an agent is logged in, they seem to work fine. When no one is logged in, the calls sometimes (it seems like every other call) gets forwarded to the external number we setup, and the rest of the time just stay in the queue forever.

Also, when the calls get "stuck" in the queue, and an agent logs in, the call doesn't start ringing on the phone.

Any help would be much appreciated! Thanks

 

[Alejandro_3CX]

Hello @Blake27 what do you have for the destination if no answer?

Please note that if no agents are logged in, the calls going to the queue will be forwarded automatically to the destination if no answer.

 

[Blake27]

Yes, it's an external number. When no one is logged in, every other call is getting forwarded to that number.

So you call once, the call gets forwarded.
The second call gets stuck in the queue for a few minutes and then is forwarded
The third call gets forwarded
The fourth call gets stuck in the queue

When the calls are stuck in the queue, they don't show up in the queue when I check it with the web client, and if an agent logs in while the call is in queue, the call doesn't ring on their phones.

 

[Alejandro_3CX]

Its only one call at time when forwarding to an external number and not multiple calls at the same time.

I would suggest you to use a different destination for the abandoned calls you receive many abandoned calls at the same time.

 

[Blake27]

The calls aren't at the same time. I call once, the call is forwarded in 5 seconds. I hang up. Then I call again, and the call is stuck in the queue for 2.5min, and then forwarded to the external number. While the call is stuck for the 2.5min, it doesn't show up in the queue in the web client, and if an agent logs in during the 2.5min, the call doesn't go to the agents phone, it just stays in the queue and then is transferred after the 2.5min.

 

[Alejandro_3CX]

What voip provider are you using?

I am not able to replicate this that you are talking about.

Please validate that the external calls are being disconnected correctly after hanging the call.

 

[Blake27]

When no agents are logged in, are all calls supposed to forward right away (after 5 seconds) or only one call every 150 seconds?

 

[Blake27]

ok i figured it out thanks for your help