Solved How queue calls are passed

[alberto464]

Hi, I have a fairly technical question, we have been using 3CX for years for our customers and as technicians, interfacing with other switchboards that customers had, we noticed something particular.

On Yealink phones, when a call arrives from the queue and no operator answers, the call on the Yealink phone is not marked as lost, the missed call popup is not shown and the red LED is not turned on. If we look at the history we notice that the call is there and is marked as "Received" (with the downward arrow) and not as "Missed" (with the classic V-shaped arrow).

Conversely, if the call is directed only to the extension and not to a queue, in the event of a missed call the popup appears, the LED lights up and in the history it appears as missed.

How is this behavior possible? How can a missed call from a queue on your phone not be marked as missed? I have always done tests with Yealink and other switchboards, but they all show the missed call from the queues, 3CX seems to be one of the only ones with which this doesn't happen. How come? Is there any particular value set in Yealink phone configuration?

 

[TheodorosG_3CX]

Note that since the call is not answered from an agent is not considered as missed call. If the call though is abandoned and no agent answer then it is considered as missed. This is the behavior of the queue as the call is handled from the queue and not on the agent or the extension forwarding rules.
To elaborate, once the call is received in the queue it is answered from the queue which is responsible to poll the available agents. If one agent does not answer the call but another one does this is a successful queue call and not a missed call. On the other hand if the call is never answered from an extension and reach the destination if no answer or dropped from the caller then this is a missed call.

 

[alberto464]

Thank you!

 

[TheodorosG_3CX]

Glad to assist