huge amount of "Abandoned / Polls" when agent is on DnD (*61)

[RichardC]

Hi,

Can anyone tell me what i did wrong in my queue settings?

When our agents are on DnD (*61) AND status = Available we get these huge amounts of polls.

Anyone has any experience with this and what i need to do to avoid these numbers?

 

[RichardC]

i uploaded a WEBM (change extension TXT to WEBM)

there you can see the behavior....
when a caller is in queue and agent(s) are on DnD in combination with status Available the polling does not stop until agent is busy (yellow) of logged out)

 

[YiannisH_3CX]

Hello @RichardC

The *61 DND is the legacy DND which sets the device to DND but not the extension. I would recommend using the status DND of the extension or dial *32 to set the entire extension to DND.
With *61 the PBX sees the extension as Available and logged in and naturally polls the agent. But the phone keeps rejecting the call which results in abandoned calls.

 

[RichardC]

Hello @RichardC

The *61 DND is the legacy DND which sets the device to DND but not the extension. I would recommend using the status DND of the extension or dial *32 to set the entire extension to DND.
With *61 the PBX sees the extension as Available and logged in and naturally polls the agent. But the phone keeps rejecting the call which results in abandoned calls.

Hi, your answer sounds like a logical explanation, except according to our 3cx reseller this issue is solvable, but to get a solution we have to create ticket and pay.

If no-one has a solution i just accept this and leave it.

3cx is not what we thought it would be. Too bad...

 

[YiannisH_3CX]

The solution is to not use the *61 dial code and use the DND button on the phones instead which will set the entire extension to DND and will Auto log out the extension from the Queues.. You do not need to create a ticket for this.

 

[RichardC]

Hi

Well, nope. When i do that i have this problem:
https://www.3cx.com/community/threads/calls-timeout-if-no-agent-available.62224/
adding a "fake-agent" did not solve mentioned problem in that post..
therefor i have asked reseller, and they suggested to use *60 / *61 to avoid agents loggin out of queue, so our customers stay in queue waiting instead of going to destination if no answer..

the *60/*61 suggestion works for that issue, however it creates these amount of polls.

i can accept this amount of polls if this is not solvable.

 

[YiannisH_3CX]

Since the PBX is designed to forward calls is not agents are logged into the queue then you will either have a large number of abandoned calls or the calls will reach the destination if no answer of the queue. Currently these are the 2 available options.