Solved Extension not logged into queue

[MrGeezer]

Hello,

I have a new 3CX pbx and I have successfully created an incoming call queue. I have configured my 3cx client so that when I press the "Q" button it logs me in and out of the queue as expected.

I have now purchased a GXP-1620 deskphone. I have created a new extension and with some mssing about managed to provision the deskphone to be this extensions phone. But when I go back to my 3cx client and look at the call queue my new extension is not logged into the queue.

I have tried dialling *62 from the deskphone and I get a voice message saying I'm now logged into the queue. But when I look at the queue the extension is NOT logged in.

I have gone to the webclient page for the new extension and logged in. I go to the switchboard tab and there is a big "Q" button I can press but despite it changing colour, the queue still says I am not logged into it.

Anyone able to shed any light on how to get the new deskphone to be logged into the queue?

Thanks in advance

 

[AWS2P]

Hi,

1. 3CX template and supported 3CX firmware are up to date for GXP 1620?https://www.3cx.com/sip-phones/grandstream-gxp21-series/
2. in MC have you added extension as agent of your Q?
3. In MC check if new extension is available and logged in

 

[MrGeezer]

Hi there thank you for your reply.

1) Not sure what 3cx template is? But the firmware for the GXP1620 i have updated to version 1.0.4.132 which appears to be latest version

2) Yes

3) I don't see where to check that in MC? When I go to extensions and click on it I can see 'user information' but not 'user status' where can I find this please?

Thanks

 

[JohnS_3CX]

Hi @MrGeezer

The extension is the one that logs into queues, not the phones to be exact. To check the status of the extension:

1.) Go to Extensions list
2.) Select and extension by clicking it from the left tick-box, and click the STATUS button on top


Some tips:

• Make sure the PBX has all the updates installed
• Make sure the phone is using the latest 3CX firmware using the Phones page and the firmware button, not the latest from the manufacturer's site
• Reset, and then provision your phone automatically via the Phones page, not manually
• Your templates will be the default 3CX ones unless you manually created custom templates, so don't worry about that.

 

[MrGeezer]

Thank you for your help.

When I click the status button it states Current Status is AVAILABLE and the queues status is LOGGED IN.

Yet still I cant see the extension logged into the queue, and when calls come in that extension doesn't ring

 

[JohnS_3CX]

Will it ring if you use the webclient or the desktop client?

Since you created a new extension for this phone, I suggest you make your first extension a manager, and using the switchboard, select your queue to view who is logged in or not.

If the user appears logged out, you as a manager can right click them and log them into the queue manually.

 

[MrGeezer]

Hi - managed to figure this out. It appears that in addition to the large "Q" at the top of the webclient page there is also a small "Q" next to the user name. Clicking that logs it into this specific queue.

Hopefully that might save someone some searching at some point

thanks for all your help

 

[JohnS_3CX]

In addition to the Global Log-in Log-out (which logs you in all the queues you belong) there's also the option of Explicit Log in/out. Normally you would not use this, but you may have triggered it at some point by mistake. By default a newly added extension will be logged into a queue.

Take a look here https://www.3cx.com/docs/pbx-queue-status/#h.ivks9coc1qu5