Inbound calls in Queue skipping available agent and going directly to Voicemail

[sjabeg01]

Hi Community,
I’m experiencing an issue with our 3CX call queue where some inbound calls are skipping the active agent and going directly to voicemail. I’ll outline the situation and what I’ve checked so far:

Issue Description​

• We have a call queue configured with Maximum Queue Wait Time = 30s and Ring Time = 30s.
• There is an active agent logged in, available, and showing correctly in the Manager panel.
• Despite this, some inbound calls are not ringing the agent at all — instead, after about 30s, they are forwarded directly to voicemail.

Here’s an example from 12/09/2025 (see attached screenshot):

1. Inbound Call – 11:22:25
   
   • Direction: Inbound Queue (401)
   • Status: Unanswered
   • Call Activity: “Inbound via Sxxxx Group → No answer, forwarded to Voicemail Box (411)”
   • Duration in queue: ~30 seconds before voicemail.

Why would a call go directly to voicemail without ringing an available queue agent, even when they are logged in and showing active?

• Has anyone experienced intermittent ringing failures in 3CX queues?

Any insights would be greatly appreciated!

Thanks in advance,
San

 

[KyriacosS_3CX]

Do you have a Wrap-up Time set in the queue advanced options? If yes, the agent is unavailable for that time after their last call ends.

Also in general Max queue time should be higher than Ringing, although that is not mandatory. This allows the agent(s) to be tried more than once per call.