Extensions stop receiving calls from call queues at random

[gustavskii]

Hello

Some times some of our extensions stop receiving calls from queues
An extension would be available, logged in the queue, not being on call and have proper settings, but wouldn`t receive a call
I have to re-create the extension for it to start receiving calls again
Most of our extensions are part of multiple queues

 

[YiannisH_3CX]

Hello @gustavskii

When this happens do you see any stuck calls in the active calls screen of the PBX or in the switchboard of a 3CX client? Also make sure that the extensions are not explicitly logged out from a queue which will only be visible through the switchboard.
What PBX version are you running? You can see the exact build number on the Dashboard, under the Information column next to the licence version. For example 15.5.15502.6.
What happens if you restart the Queue manager service? Does that resolve the issue ?

 

[gustavskii]

@YiannisH_3CX
1. No stuck calls
2. Extension is logged in the queue (from Dash)
3. Our PBX version: Professional Perpetual 15.5.15502.6
4. I didn`t try that, it happens at random, will try it next time it will occur, the only problem is that it usually happens during our office hours, and we wouldn`t like to lose statistics

 

[YiannisH_3CX]

I didn`t try that, it happens at random, will try it next time it will occur, the only problem is that it usually happens during our office hours, and we wouldn`t like to lose statistics

Then try removing the agent from the queue and then add him again and see if that works. You may need to create a ticket with our support department regarding this so they can look into the PBX logs and see what is causing the issue.

 

[Wendelspanswick]

We have exactly the same issue, it only seems to affect 2 Yealink T23g agent phones out of a total of 25 agents phones.
Everything is up to date.
Removing and adding the extension to the queue doesn't work.
As you say you can either restart the services which throws the stats out or recreate the extension.