Calls Bypassing Queue

[JeffGS]

We have recently implemented a call queue for calls to our main line. The designed call flow is Ring Group for 10 seconds > Queue for 60 Seconds.

A few times a week, after the first ten seconds, it forwards to the unreachable destination for the queue which is a third party answering service. The Queue is a big enough group that I know that not all agents were busy. I have also checked the "Maximum callers in Queue" setting and it was originally at 0, so I bumped it up to 10, but we still get some calls forwarding to the unreachable destination.

Any other thoughts about what's going on?

 

[Evolute IT]

We have recently implemented a call queue for calls to our main line. The designed call flow is Ring Group for 10 seconds > Queue for 60 Seconds.

A few times a week, after the first ten seconds, it forwards to the unreachable destination for the queue which is a third party answering service. The Queue is a big enough group that I know that not all agents were busy. I have also checked the "Maximum callers in Queue" setting and it was originally at 0, so I bumped it up to 10, but we still get some calls forwarding to the unreachable destination.

Any other thoughts about what's going on?

Leave the Max callers to 0, as it just disables the limit.

Also, you should run a report to make sure that agents were not busy at that time, because if they're all busy and the timeout is short, it will bypass the queue at some point.

 

[Jean-ChristopheC_3CX]

Hello,
Also make sure that the agents are well connected specifically on this queue via the webclient (for example).

 

[JeffGS]

Agents are well connected from what I can see in the Switchboard. This queue is about 20 people and phones including a few unattended (but logged in) phones in the office. Our Call volume rarely goes above 5 Concurrent calls

I remember seeing that Max callers at 0 disables that limit, but I was trying to see if that was related to my issue. I´ll change that back now.

 

[JeffGS]

One of the errors I see in the log is "got Failure: Failure Recv 487/INVITE"

From reading online, this would seem to indicate that the caller hung up, but that isn't true as they reached our Answering service and spoke with someone there.