Destination if no agent connected in a queue

[David_K]

Hello

I have a queue with 3 agents connected.

When no one is connected to the queue, I thought it was going to the "Destination if no answer" but it doesn't.

Instead of that it does a weird thing : it plays a sound for half a second (seems like the on hold music, but can't recognize) then hangs up.

Is this normal behavior?

 

[Evolute IT]

Hello

I have a queue with 3 agents connected.

When no one is connected to the queue, I thought it was going to the "Destination if no answer" but it doesn't.

Instead of that it does a weird thing : it plays a sound for half a second (seems like the on hold music, but can't recognize) then hangs up.

Is this normal behavior?

Hmm no it's not. If all users are logged out or unavailable, it should follow the DNA. That's how we have it setup for us.

Are you sure no one is connected to the queue? Either via a phone or an app?

 

[David_K]

Hmm no it's not. If all users are logged out or unavailable, it should follow the DNA. That's how we have it setup for us.

Are you sure no one is connected to the queue? Either via a phone or an app?

Yes everyone disconnected.
I have the admin view on the Queu, if I connect one of the extension calls are coming in, if I disconnect the extension it does this.

It looks to me like a bug.
Using latest 18.0 update 1 version.

 

[Evolute IT]

Yes everyone disconnected.
I have the admin view on the Queu, if I connect one of the extension calls are coming in, if I disconnect the extension it does this.

It looks to me like a bug.
Using latest 18.0 update 1 version.

Put the system in Verbose and do a test call, then check the Activity Log. This is not a bug because we use the same exact version and same methods and it doesn't do this.

 

[David_K]

In case of no answer, I have "forward to an external number"
Not working, just plays a dirty half second music on hold then hangs up.

So what I've tested : create a dummy extension that always forward to that exact same external number, and then set that extension in the "destination if no answer" of the queue.
And now it works (although it still plays that dirty half second music on hold before sending to the extension)

So for me this is a bug.

 

[David_K]

I can reproduce 100% of the time

This always fails :



(of course 0123456789 is a fake number just for the screenshots)

This always work :



Where the 100 is a dummy extension (never registered) like that :

 

[David_K]

Forget about it, the "forward to outside number" option does not use the default outbound rule.
Created a generic outbound rule and it works now

So now still before forwarding the call, I get the music on hold for half a second. Is there a way to get rid of that?

 

[Evolute IT]

Or maybe is it it does not use the same outbound rules?

No, they follow the same rules.

In case of no answer, I have "forward to an external number"
Not working, just plays a dirty half second music on hold then hangs up.

So what I've tested : create a dummy extension that always forward to that exact same external number, and then set that extension in the "destination if no answer" of the queue.
And now it works (although it still plays that dirty half second music on hold before sending to the extension)

So for me this is a bug.

This is not a bug. You need to have this enabled to allow queues to forward to external numbers directly. Otherwise, a dummy ext is required.

 

[Saqqara]

Being a redirect , 3CX will use an system account to dial the number.

Depending on your outbound rules you may have to relax your rules.

I would create a rule with prefix of the number, no other settings except selecting the correct outbound route. Place this at the top, as rules are processed from top to bottom

 

[Evolute IT]

Being a redirect , 3CX will use an system account to dial the number.

Depending on your outbound rules you may have to relax your rules.

I would create a rule with prefix of the number, no other settings except selecting the correct outbound route. Place this at the top, as rules are processed from top to bottom

That too. These forwards use MakeCall so if your outbound rules filter on ext or group, it won't work.

 

[David_K]

That too. These forwards use MakeCall so if your outbound rules filter on ext or group, it won't work.

Thanks @ConceptsWeb and @Saqqara
The option "Allow forwarding..." in General settings was checked.
But the outbound rule was based on extensions, so I've added another rule based on the lenght of the called number (here 10 digits). I did not place this rule first since I thought it will apply it anyway for that "system account" call, no?

I'll create another forum post if possible to reduce the amount of time before forwarding (to get rid of the little piece of MOH)

 

[Evolute IT]

I'll create another forum post if possible to reduce the amount of time before forwarding (to get rid of the little piece of MOH)

A good thing: use a CFD with the QueueStatus component. If no agents are available, directly forward to the external number/dummy ext. If there are agents, forward to the queue ext. This way, you bypass the little music.

The option "Allow forwarding..." in General settings was checked.
But the outbound rule was based on extensions, so I've added another rule based on the lenght of the called number (here 10 digits). I did not place this rule first since I thought it will apply it anyway for that "system account" call, no?

It should even if it's last, but the phone number format must really match. Usually we use a Catchall rule for that.

 

[David_K]

A good thing: use a CFD with the QueueStatus component. If no agents are available, directly forward to the external number/dummy ext. If there are agents, forward to the queue ext. This way, you bypass the little music.

It should even if it's last, but the phone number format must really match. Usually we use a Catchall rule for that.

Thanks

An example of such catchall rule?
I did one with 5-15 digits, not sure it'll catch "everything"

 

[Evolute IT]

An example of such catchall rule?
I did one with 5-15 digits, not sure it'll catch "everything"

Our rules are based on US/CAN numbers so for us it's just a 10-13 digits, that's it. As we use Telnyx, they take multiple formats.

 

[David_K]

OK thanks