Solved Calls getting stuck in the waiting queue

[rakesh poddar]

Hi All,

We are using a 3CX-hosted server (v20) and configured a queue with 4 agents. They logged in and out according to their shift and using the RingAll poling strategy.

When calls come into the queue, some are placed on the waiting list instead of ringing the available agents. This issue doesn't occur with every call but happens with every 2-3 calls. Because of this, our abandoned numbers of calls are very high.

I tested this yesterday with two agents available to take calls. Although new calls were coming into the PBX, they weren't ringing the agents; instead, they remained stuck in the waiting queue (as seen in the management panel). After calling 3 or 4 times, the call finally connected to the agents. During this time, the agents were available and logged into the queue.

What could be causing this? What should be checked to resolve the issue? Any help would be appreciated.


Thanks

 

[Alphabetic]

You could try upping your logging to verbose and then reviewing the queuemanager.log file to see whats happening

 

[ivank]

Could be wrap up time is too high and the PBX is giving the agents some time to rest?

 

[rakesh poddar]

You could try upping your logging to verbose and then reviewing the queuemanager.log file to see whats happening

Hi Alphabetic,

Thanks for your reply. As I mentioned it's not happening with all the calls. so I tried to review the queuemanger.log but I found nothing. is there any thing that I can do?


Thanks

 

[rakesh poddar]

Could be wrap up time is too high and the PBX is giving the agents some time to rest?
View attachment 45356

Hi Ivank,

The Wrap-up Time is only 180 Seconds. I don't think that could be the case.

 

[SnakeRiverWebDevelopment]

Hi Ivank,

The Wrap-up Time is only 180 Seconds. I don't think that could be the case.

180 Seconds of downtime, any agent in the queue that has taken a call is now offline, try resetting to something less, most are set for 2 or 3 seconds that allows agents to be back in the queue for the next call

 

[rakesh poddar]

Hi @SnakeRiverWebDevelopment

Thanks for your response.

So, if the agent is on another call, once the wrap-up time ends, they will become available for a new call, right?

Okay, so wrap-up time doesn’t mean agents have to finish their calls within that time, correct?


Thanks

 

[NicholasP_3CX]

Hi @SnakeRiverWebDevelopment

Thanks for your response.

So, if the agent is on another call, once the wrap-up time ends, they will become available for a new call, right?

Okay, so wrap-up time doesn’t mean agents have to finish their calls within that time, correct?


Thanks

Wrap up time is the amount of time an agent has after a call to wrap up the duties of that call. For that amount of time their extension will not ring for other queue calls.

 

[rakesh poddar]

Thank you, Everyone, It resolves the issues. @SnakeRiverWebDevelopment @ivank @NicholasP_3CX