We are experiencing an issue with the PWA client, which we switched to after encountering problems with the Windows Store app. The challenge is that calls disappear from the PANEL view when transferring from one queue to another. When transferring directly from a queue to an agent, there are no issues in the PWA client. However, the call remains in the PANEL on the Windows Store app. This creates significant challenges for call monitoring, particularly in connection with sales training and onboarding of new employees.
Observed on:
3CX Enterprise 96SC Version 20.0 Update 7 (Build 1080 Release) – Prod
3CX Enterprise 8SC Version 20.0 Update 8 (Build 1078 Beta) – Test labs
Scenario 1 (PWA, Chrome 143.0.7499.170, Win11 + macOS for employee)
A customer calls us via the main number (queue 8000), the call is answered at reception (e.g., extension 3408), and the receptionist determines that the call should be transferred to customer service (queue 8022).
The receptionist performs an attended transfer to the customer service queue (queue 8022), and the call is answered by a customer service employee (extension 3397), who speaks with the receptionist and receives the necessary information about the customer during this process (the call is visible in PANEL).
The receptionist completes the transfer (Join) and the customer service employee (extension 3397) is connected with the customer and begins the conversation (the call is no longer visible in PANEL (disappears)).
Scenario 2 (PWA, Chrome 143.0.7499.170, Win11 + macOS for employee)
A customer calls us via the main number (queue 8000), the call is answered at reception (e.g., extension 3408), and the receptionist determines that the call should be transferred to a customer service employee (extension 3397).
The receptionist performs an attended transfer to the customer service employee (extension 3397), and the call is answered by the customer service employee (extension 3397), who speaks with the receptionist and receives the necessary information about the customer during this process (the call is visible in PANEL).
The receptionist completes the transfer (Join) and the customer service employee (extension 3397) is connected with the customer and begins the conversation (the call is visible in PANEL).
Scenario 3 (WindowsStore app 5.3 build 992 for employee, Win11)
A customer calls US via the main number (queue 8000), the call is answered at reception (e.g., extension 3408), and the receptionist determines that the call should be transferred to customer service (queue 8022).
The receptionist performs an attended transfer to the customer service queue (queue 8022), and the call is answered by a customer service employee (extension 3397), who speaks with the receptionist and receives the necessary information about the customer during this process (the call is visible in PANEL).
The receptionist completes the transfer (Join) and the customer service employee (extension 3397) is connected with the customer and begins the conversation (the call is visible in PANEL).
Observed on:
3CX Enterprise 96SC Version 20.0 Update 7 (Build 1080 Release) – Prod
3CX Enterprise 8SC Version 20.0 Update 8 (Build 1078 Beta) – Test labs
Scenario 1 (PWA, Chrome 143.0.7499.170, Win11 + macOS for employee)
A customer calls us via the main number (queue 8000), the call is answered at reception (e.g., extension 3408), and the receptionist determines that the call should be transferred to customer service (queue 8022).
The receptionist performs an attended transfer to the customer service queue (queue 8022), and the call is answered by a customer service employee (extension 3397), who speaks with the receptionist and receives the necessary information about the customer during this process (the call is visible in PANEL).
The receptionist completes the transfer (Join) and the customer service employee (extension 3397) is connected with the customer and begins the conversation (the call is no longer visible in PANEL (disappears)).
Scenario 2 (PWA, Chrome 143.0.7499.170, Win11 + macOS for employee)
A customer calls us via the main number (queue 8000), the call is answered at reception (e.g., extension 3408), and the receptionist determines that the call should be transferred to a customer service employee (extension 3397).
The receptionist performs an attended transfer to the customer service employee (extension 3397), and the call is answered by the customer service employee (extension 3397), who speaks with the receptionist and receives the necessary information about the customer during this process (the call is visible in PANEL).
The receptionist completes the transfer (Join) and the customer service employee (extension 3397) is connected with the customer and begins the conversation (the call is visible in PANEL).
Scenario 3 (WindowsStore app 5.3 build 992 for employee, Win11)
A customer calls US via the main number (queue 8000), the call is answered at reception (e.g., extension 3408), and the receptionist determines that the call should be transferred to customer service (queue 8022).
The receptionist performs an attended transfer to the customer service queue (queue 8022), and the call is answered by a customer service employee (extension 3397), who speaks with the receptionist and receives the necessary information about the customer during this process (the call is visible in PANEL).
The receptionist completes the transfer (Join) and the customer service employee (extension 3397) is connected with the customer and begins the conversation (the call is visible in PANEL).
