Call Terminated by Call Queue

[Luke Ivison]

Hi

We have been experiencing a problem where we are getting lost calls when there are agents available. It would appear that the call is being terminated by call queue and I am not sure how it is being terminated by the call queue.

Is anyone else experiencing this issue?

Thanks
Luke

 

[Luke Ivison]

Hi John

I have looked in the logs and there is only information in there from a couple of days in July and a couple of days in August.

Thanks

 

[JohnS_3CX]

Yes, they will rotate eventually, in this case please wait until one of those calls is lost and then check them immediately.

I set mine like so when I want to catch something like your case:

 

[Luke Ivison]

Hi

This is what happens in the logs

 

[JohnS_3CX]

Hi Luke,

Unattended queue, looks like there were no agents. Verbose logs should reveal more detail like so:
3CXQueueManager.log


As you see here it informs me there are not agents logged in (for my example). If you use verbose logging and catch some new abandoned calls you should also see the reason clearly. You can also see more detail from the second log, telling us the same story around the same time like so:
3CXQueueManager.track.log

 

[Luke Ivison]

That makes no sense though as all customer service agents are logged into all queues, I really can't understand what is going on here. I have switched the logs to verbose logs and they are not as clear as the examples you are providing.

 

[Luke Ivison]

Does this not state that they are logged into the queues?

 

[JohnS_3CX]

Yes, for Queue 0012 we currently have only agents 6131, 6098 logged in and registered.

But are they DND? You can be logged into a queue and still be DND. That would again cause an unattended queue.

 

[Luke Ivison]

Sorry im just trying to get my head round this, if they are on DND say there is two extensions logged into a queue but one goes to the toilet and the other is serving a customer that has come to the building, would the queue then not sit in the queue waiting for someone to become available or would it just end the call?

 

[JohnS_3CX]

The caller would sit in the queue normally until the next agent becomes available (the queue is attended now but the caller has to wait their turn).

But be careful of the following:


Pressing DND takes them out of the queue during that moment (You are logged in queues globally and the extension is also registered - but you are logged out of your specific queues explicitly)

https://www.3cx.com/docs/pbx-queue-status/

 

[Luke Ivison]

Surely we would want the DND button to take them out of the queue because if they are still in it their phone will still ring? There is never a point in the day where no is unattended there will always be someone on the phone if the queue is busy then when they get off the phone the next caller will be connected.

 

[JohnS_3CX]

Yes correct, I was just making you aware of this fact.

If the logs are not clear and you have specific cases to investigate in-depth, I would suggest to open a ticket with 3CX Support. Make sure the logs are on verbose to catch full detail, and find some calls that are problematic before you proceed.