drop calls during transfer to representative are busy voice over

[ahme.essam]

Dears,
Kindly I have an issue with all received call that all dropped after transfer from "Play Intro Prompt" to "Destination if no answer" and receiving have the loop of on representative are busy without stopping, Any Advice

 

[leejor]

Please read this, with regards to providing additional information...
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[ahme.essam]

• 3CX Version, Answer: "Enterprise Annual 16.0.655"
• Server OS, Answer: "Debian 9"
• Is the 3CX Server Hosted and where? Answer: "On-premise"
• IP Phone Make/Model/Firmware Answer: "GrandStream GXP 1610 F.w. 1.0.4.132"
• Provisioning Method: Answer: "Local"
• Trunk Provider or Gateway Make/Model Answer: "Yeaster NeoGate TE100"
• Has the Firewall Checker passed: Answer: "YES"
• Are custom Phone Templates being used: Answer: "NO"

 

[leejor]

Kindly I have an issue with all received call that all dropped after transfer from "Play Intro Prompt" to "Destination if no answer" and receiving have the loop of on representative are busy without stopping,

I'm having a hard time trying to figure out the call flow from your description.

An incoming call routes to what... an IVR, a Queue? ..and is transferred to an extension, but is then dropped?

Do any other incoming calls have a problem? Did this just begin, was it working in the past?

 

[ahme.essam]

Call transfer from main menu IVR to Queue whatever the choice then "Play Intro Prompt" and ring on extensions then due to transferring to "Destination if no answer" extension stop ringing but caller keep having the same message repeated of "Destination if no answer"

- that's happened with all extension with all "Destination if no answer" option, no it was not working, I think it's a miss with configuration

and sorry for the miss

 

[leejor]

Still trying to get my head around what the call flow is. Do I understand correctly that a caller reaches an IVR, they then make a selection that then takes them to a queue. Do they hear the queue message before going to an agent? Is the issue that all agents are busy, or unavailable, and the call does not proceed to the correct destination?

If that is the case, what happens if you call the queue directly from another extension? Does the same issue occur?

Have you looked at a failing call, in the 3CX Activity Log? That would show you why the call ends up where it does.

 

[ahme.essam]

Do they hear the queue message before going to an agent?
Answer: Yes

Is the issue that all agents are busy, or unavailable, and the call does not proceed to the correct destination?
Answer: No, the issue is that the call drop from our side, and the caller keep having a destination is busy

I got the call on the extension for a few mins but it's stopped before the "destination is busy" option

 

[leejor]

The call drops at what point?

Before being transferred to an agent. As an agent is ringing? After an agent answers? Are all agents busy? What is the destination is busy option, that of the queue, or of an extension? Does this happen when the call originates internally into the IVR or directly to the queue?

 

[ahme.essam]

Before being transferred to an agent.
Answer: No, all agents ring
As an agent is ringing?
Answer: All agent ring
After an agent answers?
Answer: Yes I can answer the call and it's ok it did not drop
Are all agents busy?
Answer: If the agent didn't answer the phone call drop
What is the destination is busy option, that of the queue, or of an extension?
Answer: On the Queue, check the attachment
Does this happen when the call originates internally into the IVR or directly to the queue?
Answer: That happened when the agent didn't answer the phone and leave it ringing

 

[AWS2P]

What's in IVR800 ?

 

[ahme.essam]

Check the attachment

 

[AWS2P]

what this IVR do after audio is finished? do you have choices to do? go to voicemail?

 

[ahme.essam]

it did not finish, it keeps repeating, I did not choose anything.
could you advise with the steps

 

[AWS2P]

what do you expect? To end the call
If so just remove any choice you could have done, reduce time to DNA to 1s (minimum allowed) then choose end call

 

[ahme.essam]

It should ringing on the extensions until the call drops, what we have is before the caller gets "agent busy for now and wait" phones stop ringing but the caller keeps having "agent busy for now and wait" message without stop

 

[AWS2P]

you didn't answer my question, what that 800 ivr do after saying "agent busy...." you set to wait 10 s for a choice, which one ?

In same time your Q is set to only wait 30s before DNA (this is a really short time to wait) you could increase value to 300 s and then forward to DNA on IVR 800 to play a message before ending or give a way to let a message on VM

 

[leejor]

From what i can see, it is doing what you've told it to do. You still did not confirm that you get the same behaviour if you call the queue using an extension.

You have specify that if there is no answer in the queue the caller is to go to an IVR, which would seem to have no option for the caller to leave. What are you expecting the call to do? You would have to give the caller an option to "Press 1 to leave a message", and then route them to a voicemail.

Using an IVR, to simply tell callers that all agents are busy, defeats the purpose of using a Queue to begin with. That is what the initial message should do. All agents are busy and the caller is going to have to wait until one becomes free. If you are concerned that they are hanging up, because the wait is too long, then there are other options to explore, depending on your licence. https://www.3cx.com/docs/manual/call-center-queues/ Your callers that are waiting, know that all the agents are busy, you have to give them another option, if you wish to do so.