Destination if no answer stopped working

[RHEIN-IT]

Hi all,

we have a big issue with Call Queues. The function "Destination if no
answer" does not work anymore. As soon as all agents are logged out the
calls are "lost in queue".

Nothing works connect to ext., queue or forward to ext. number we
always get "lost in queue" on Dashboard.

3CX Version: Enterprise Annual 16.0.910
Server OS: Debian 9
Is the 3CX Server Hosted and where? No
IP Phone Make/Model/Firmware snom D375 / 10.1.37.11
Provisioning Method: Local
Trunk Provider: Deutsche Telekom SIP-Trunk (NGN)
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

If more info is needed please tell me what.

Can anyone advice?

Regards

 

[Saqqara]

Just to clarify, if no agents are logged into the queue if will automatically goes to 'Destination if no answer' settings on the queue

What is the destination if no answer ?

Has it worked previously, or has it stopped working recently.

What does the activity log shows what has happened to the call.

I maybe wrong, if the call is not answered it will shown "lost in queue" on Dashboard , maybe someone can confirm this

 

[AWS2P]

I maybe wrong, if the call is not answered it will shown "lost in queue" on Dashboard , maybe someone can confirm this

You are right Saqqara when no one in queue , call goes in DNA and in dashboard seen as lost in Q

 

[RHEIN-IT]

Yes, this configuration worked. Can't exactly say when it stopped. From time to time there allways were some lost calls. But now it does not work anymore maybe since 2 or 3 weeks.

The function "Destination if no answer" does not work with any action.
I tried allmost all, even "end call" does not work.

Here is the activity log when a call is lost:
https://pastebin.com/0QtDqz2x

Cant see anything suspicous.

Regards

 

[Saqqara]

What is the current setting do you have for ‘destination no answer’ ?

 

[Saqqara]

If you create a new queue, without adding agents does ‘destination no answer’ work ?

 

[RHEIN-IT]

Didn't try but I'm almost sure you need to add at least one client.
But yes I've tried to create a new queue ... it's the same.

I in my test queue it's an extension (snom D375) in the other it
is a Ring Group.


Regards

 

[RHEIN-IT]

Does it work in your installation Saqqara?

 

[AWS2P]

What are you asking ? if DNA works? in mine it works fine answered in #3

 

[YiannisH_3CX]

What happens when all agents log out and a call comes in the queue? Is the call terminated or is it ringing to a different destination?
The lost call in Queue message is normal as the call was transferred away from the Queue.

Also you could try upgrading to the latest supported version and see if the issue persists.