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

 

[JohnS_3CX]

Hi Luke,

Are you sure the calls aren't just terminated by the caller? Please share some more information on how the system is set up and what steps you followed to determine that it was terminated by the system.

 

[AWS2P]

How many ringing time have you set? and for DNA ?

 

[Luke Ivison]

Hi

I run a report and it shows on there that the calls are terminated by the call queue. Usually when they are terminated by the caller it states in the report that that's who terminated it. The polling strategy is set to round robin and the call time is 20 seconds. Does the call time of 20 seconds mean that it will ring for 20 seconds then go onto the next agent available or does it mean that the call will be terminated? I have attached a copy of the report that shows that the call is terminated by the queue.

Thanks
Luke

 

[JohnS_3CX]

If a caller is in the queue for longer than the time in this field, the queue will end the call

 

[Luke Ivison]

This is how our queue is setup. I thought you meant ring time not maximum queue wait time.

 

[JohnS_3CX]

Hi Luke

I think the queue in the report and the one in the screenshot above are not the same one.

You should post a screenshot for 0012 instead of 0001.

 

[AWS2P]

Why this value ? can you try with something more realistic than having to stay 18h in Q? generally when you stay 600s is already 10 minutes to wait, then if no one has picked up the call you can forward to DNA IMO

 

[Luke Ivison]

We have all our queues set up the same



I dont

 

[Luke Ivison]

* Why this value ? can you try with something more realistic than having to stay 18h in Q? *

I am not bothered about how long people wait in the queue for at the minute i am more interested in why the calls are being terminated by our call queues. 0012 was an example of one of the calls terminated by the queues, it also happens with other call queues we have setup.

 

[AWS2P]

in reports can you see how long call was before it drops?

Setting DNA to stay 18h in Q has no sense, perhaps your calls are dropped by your provider as they are overheading max time a call can be.

 

[JohnS_3CX]

Do you have the option in your queue's Advanced tab for "Enable Callback" ?

 

[Luke Ivison]

The call is being dropped after 0 seconds. We do have callback enabled.

 

[Luke Ivison]

The callback is triggered after 120 seconds.

 

[JohnS_3CX]

What is the type of the report you ran?

 

[Luke Ivison]

its the call reports report that gives you the detailed breakdown of a call

 

[JohnS_3CX]

More specific please?

 

[Luke Ivison]

 

[AWS2P]

how many callers max have you set in Q ?

 

[Luke Ivison]

20 but we never even come close to that we barely go above 5 callers waiting in the queue.