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Call Queues not working for Afterhours

Discussion in '3CX Phone System - General' started by Randy Loveless, Aug 23, 2017.

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  1. Randy Loveless

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    Call Queues work as expected during business hours . however
    no matter what exceptions / rules I put in it doesn't not seem to allow afterhours calls to call any extensions.

    example
    this extension is for Dispatch / service clients only . but need it to be working 24 hours , so even if someone calls at 3 am I want this extension to be directed to the Queue ,
    what I would like is to have

    dispatch calls got to extension 805 > to forward to Queue 800 no answer then to forward to 2 Cell phones
    the only way I can get this to work is like below , but this isn't ideal cause we are directly forwarding to the cells and may loose the calls in the cell voicemail .
    the rebound doesn't seem to work very well .


    extension 805 set to exception > all hours send to Queue 800
    this works

    Queue 800
    max que timeout 420 sec.
    agents
    401 exception set to call mobile
    402 exception set to vmail
    403 exception set to vmail
    851 all setting set to call mobile , and exception set
    if timeout go to ring group 801

    ring group 801
    call cell XXXXXXXXX
    call cell !!!!!!!!!!!!!!!!!!!

    the issue I have is Queue 800 answers , then basically just sends the calls to RG801 not even 15 seconds into the transfer to the Queue .

    what am I doing wrong ?
     
  2. IoannisM_3CX

    IoannisM_3CX Support Team
    Staff Member 3CX Support

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    Hello @Randy Loveless,

    I am not sure that i fully undesrtood what is excactly that you want to do. From what you said, i understood that you have a Queue, you set certain Office hours and when they call you on outside office hours you don't get the calls where you want to e.g. in the Queue.

    Please do clarify. From where the calls come?Localy or from an outside extension or outside number to your PBX? Where did you set your office hours? In an extension's forwarding rule, in an inbound rule or in settings>>Timezone &office hours settings?
    What is excactly the scenario?

    Thank you
     
  3. Randy Loveless

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    sorry for the confusion .. I hope this is slightly clearer

    calling from my landline at home to the PBX box .
    time set in the timezone / office hours
    have tried setting the custom time in the extension, doesn't seem to make a difference

    currently what I am having issues with .
    1. queues for afterhours seems to go directly to Vmail setting
    2. extensions that have rebound function setup , doesn't seem to work.

    After hours configuration
    Digital Receptionist answer the call . with a AH message sends all callers to VM for AH Support
    what I have setup is a special Extension 805

    extension 805 is has is set to send all calls to Queue 800 ,this part functions

    Queue 800 - has a max que timeout of 420 sec.
    agents
    401 all setting set to call mobile
    402 all setting set to call mobile
    851 all setting set to call mobile , and exception set to * all hours forward to mobile .
    after max timeout of 420 sec send to Vmail of 805 .

    the issues is AH callers who dial extension 805 , get please wait then are sent directly to vmail .


    if I change queue 800 setting for after max timeout to forward to Ring Group 801 , then the calls will directly go to RG802
    ring group 802
    851 call cell (333)1230123
    401 call cell (333)1230124

    what I would like to have happen is

    callers call extension 805 goes to Queue 800
    during business hours calls extensions for 420 sec after timeout forward to Queue 801
    Queue 801
    ext 851 if no answer call cell (333)1230123
    ext 401 if no answer call cell (333)1230124
     
    #3 Randy Loveless, Aug 23, 2017
    Last edited: Aug 23, 2017
  4. IoannisM_3CX

    IoannisM_3CX Support Team
    Staff Member 3CX Support

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    Hello @Randy Loveless,

    Thank you for clarifying. Please note that extensions' forwarding rules do not apply if the phones are agents of a Queue. When the queue reaches a phone and the phone does not answer then the call will be forwarded to the next available agent of the queue. Please do also note that if you configured office hours inside the extensions' forwarding rules then the phone will be set to away outside office hours and logged out of the queue because("Automatically switch status to available during office hours" thus unavailable outside office hours) . As long as for the mobiles, the same rule applies. When you will configure your phones not to switch status when outside office hours, your mobile will still not ring because as i mentioned before the forwarding rules of an extension do not apply when the extension is an agent in a queue. The only way this to happen, is to enable "Ring my mobile simultaneously" so when the queue reaches the extension your mobile will be ringing simultaneously..

    Thank you.
     
  5. Randy Loveless

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    ok
    1. how do I get "Ring my mobile simultaneously" to use rebound ? that doesn't seem to work when I enable r "Ring my mobile simultaneously"
    2. Queue's don't seem to work at all . what am I doing wrong ?
    extensions are online , RG work to those extensions. here is the log file filtered for Queue850

    Code:
    08/23/2017 2:24:19 PM - Leg L:184.3[Queue:850] is terminated: Cause: BYE from 127.0.0.1:5488
    08/23/2017 2:24:19 PM - L:184.3[Queue:850] got Terminated Recv Req BYE from 127.0.0.1:5488 tid=1cf4ea1e4e70c34d Call-ID=ywiuMqDId_lcI_J60j8KDg..:
    BYE sip:183121xxxxx@127.0.0.1:5060 SIP/2.0
    Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---1cf4ea1e4e70c34d;rport=5488
    Max-Forwards: 70
    Contact: <sip:850@127.0.0.1:5488;rinstance=0735abb0e35098e9>
    To: "SRS Networks"<sip:18312xxxxxx@127.0.0.1:5060;nf=e>;tag=1c80db27
    From: <sip:850@127.0.0.1>;tag=2b34195a
    Call-ID: ywiuMqDId_lcI_J60j8KDg..
    CSeq: 6 BYE
    User-Agent: 3CX Queue Manager (q=850)
    Reason: SIP;text=User Hung Up
    Content-Length: 0
    
    08/23/2017 2:24:19 PM - L:184.3[Queue:850] Sending: OnSendResp Send 200/BYE from 0.0.0.0:0 tid=1cf4ea1e4e70c34d Call-ID=ywiuMqDId_lcI_J60j8KDg..:
    SIP/2.0 200 OK
    Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---1cf4ea1e4e70c34d;rport=5488
    Contact: <sip:18312145282@127.0.0.1:5060>
    To: "SRS Networks"<sip:18312xxxxx@127.0.0.1:5060;nf=e>;tag=1c80db27
    From: <sip:850@127.0.0.1>;tag=2b34195a
    Call-ID: ywiuMqDId_lcI_J60j8KDg..
    CSeq: 6 BYE
    Content-Length: 0
    
    08/23/2017 2:24:18 PM - Call transfer requested on Leg L:184.3[Queue:850];
    Refer Recv Req REFER from 127.0.0.1:5488 tid=1962c641acfe4a3e Call-ID=ywiuMqDId_lcI_J60j8KDg..:
    REFER sip:18312145282@127.0.0.1:5060 SIP/2.0
    Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---1962c641acfe4a3e;rport=5488
    Max-Forwards: 70
    Contact: <sip:850@127.0.0.1:5488;rinstance=0735abb0e35098e9>
    To: "SRS Networks"<sip:18312xxxxx@127.0.0.1:5060;nf=e>;tag=1c80db27
    From: <sip:850@127.0.0.1>;tag=2b34195a
    Call-ID: ywiuMqDId_lcI_J60j8KDg..
    CSeq: 4 REFER
    User-Agent: 3CX Queue Manager (q=850)
    Refer-To: <sip:805@127.0.0.1:5060;user=vmail>
    Referred-By: <sip:850@127.0.0.1>
    Content-Length: 0
    
    08/23/2017 2:24:18 PM - L:184.3[Queue:850] Sending: OnSendResp Send 200/INVITE from 0.0.0.0:0 tid=02809956f197b00a Call-ID=ywiuMqDId_lcI_J60j8KDg..:
    SIP/2.0 200 OK
    Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---02809956f197b00a;rport=5488
    Contact: <sip:18312145282@127.0.0.1:5060>
    To: "SRS Networks"<sip:18312xxxxxx@127.0.0.1:5060;nf=e>;tag=1c80db27
    From: <sip:850@127.0.0.1>;tag=2b34195a
    Call-ID: ywiuMqDId_lcI_J60j8KDg..
    CSeq: 3 INVITE
    Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE, UPDATE
    Content-Type: application/sdp
    Supported: replaces, timer
    Content-Length: 325
    
    v=0
    o=3cxPS 12453410565521408 23003909362548738 IN IP4 127.0.0.1
    s=3cxPS Audio call
    c=IN IP4 127.0.0.1
    t=0 0
    m=audio 7478 RTP/AVP 0 8 3 18 9 101
    a=rtpmap:0 PCMU/8000
    a=rtpmap:8 PCMA/8000
    a=rtpmap:3 GSM/8000
    a=rtpmap:18 G729/8000
    a=rtpmap:9 G722/8000
    a=rtpmap:101 telephone-event/8000
    a=fmtp:101 0-15
    a=recvonly
    08/23/2017 2:24:18 PM - Reneg. from L:184.3[Queue:850], offer
    08/23/2017 2:24:18 PM - Remote SDP is set for leg L:184.3[Queue:850]
    08/23/2017 2:24:18 PM - Offer SDP arrived on Leg L:184.3[Queue:850];
    OnOffer Recv Req INVITE from 127.0.0.1:5488 tid=02809956f197b00a Call-ID=ywiuMqDId_lcI_J60j8KDg..:
    INVITE sip:18312xxxxx@127.0.0.1:5060 SIP/2.0
    Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---02809956f197b00a;rport=5488
    Max-Forwards: 70
    Contact: <sip:850@127.0.0.1:5488;rinstance=0735abb0e35098e9>
    To: "SRS Networks"<sip:18312xxxxx@127.0.0.1:5060;nf=e>;tag=1c80db27
    From: <sip:850@127.0.0.1>;tag=2b34195a
    Call-ID: ywiuMqDId_lcI_J60j8KDg..
    CSeq: 3 INVITE
    Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE
    Content-Type: application/sdp
    Supported: replaces
    User-Agent: 3CX Queue Manager (q=850)
    Content-Length: 443
    
    v=0
    o=3cxVCE 18446744072623354398 2090722349 IN IP4 127.0.0.1
    s=3cxVCE Audio Call
    c=IN IP4 127.0.0.1
    t=0 0
    m=audio 13242 RTP/AVP 0 8 3 111 110 18 97 9 13 101
    a=rtpmap:0 PCMU/8000
    a=rtpmap:8 PCMA/8000
    a=rtpmap:3 GSM/8000
    a=rtpmap:111 iLBC/8000
    a=rtpmap:110 iLBC/8000
    a=rtpmap:18 G729/8000
    a=rtpmap:97 SPEEX/8000
    a=rtpmap:9 G722/8000
    a=rtpmap:13 CN/8000
    a=rtpmap:101 telephone-event/8000
    a=fmtp:101 0-15
    a=ptime:20
    a=sendonly
    08/23/2017 2:24:17 PM - L:184.3[Queue:850] got INFO SipInfo Recv Req INFO from 127.0.0.1:5488 tid=77783f2c1462a20b Call-ID=ywiuMqDId_lcI_J60j8KDg..:
    INFO sip:18312xxxxx@127.0.0.1:5060 SIP/2.0
    Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---77783f2c1462a20b;rport=5488
    Max-Forwards: 70
    Contact: <sip:850@127.0.0.1:5488;rinstance=0735abb0e35098e9>
    To: "SRS Networks"<sip:18312xxxxxxx@127.0.0.1:5060;nf=e>;tag=1c80db27
    From: <sip:850@127.0.0.1>;tag=2b34195a
    Call-ID: ywiuMqDId_lcI_J60j8KDg..
    CSeq: 2 INFO
    Content-Type: application/component-call-info
    User-Agent: 3CX Queue Manager (q=850)
    Content-Length: 21
     
  6. IoannisM_3CX

    IoannisM_3CX Support Team
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    Hello @Randy Loveless,

    Do you have the ability to open a ticket in our ticketing system?
     
  7. Randy Loveless

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    yes I can . just have never done one .
     
  8. IoannisM_3CX

    IoannisM_3CX Support Team
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    Hello @Randy Loveless,

    Please do contact your sales representative in order to guide you accordingly. Opening a ticket will solve your problem much quicker. I would advise you to include a capture and the support info in the ticket, followed by an explanation of what you are trying to do.

    Thank you
     
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