Incoming Queue-call not presented to agent (V.20.0.6.724)

[RonaldVanhove]

We updated from U4 to U6 last week and we're experiencing a strange issue.
(Maybe the issue will not be there in the upcoming U7)

Issue:
A call is seen incoming, but the call isn't presented to a specific agent.

* Even if I move the agent to another or a new (test)queue, the agent sees the call in the panel, but isn't presented to the agent.
* If the user rightclicks on the call to take the call, we hear a small "click", but the call will not come through to the agent.
* Calling the Q-number of the DDI-number has the same effect.
* The agent can hang up the call without a problem.
* Resetting the user, un/reinstalling PWA, clearing all chrome-related cookies, history, ... doesn't fix the problem.
* Outgoing calls work fine, calling the user-extension directly is fine

* Other agents of the same department doesn't have this issue, and some have.
* The issue is (for now) only seen with agents of 1 department.
* impersonating the user on my computer has the same effect.
* I don't see errors in the 3cx-logs
* The only fix at this moment is deleting and re-creating the user.

Any thoughts what the issue can be?

 

[AndreasP_3CX]

Hello just to be clear on this when you mention the call is not presented to the agent , do you mean that your Q agent is not ringing for the calls coming into the Queue? Please confirm.

 

[RonaldVanhove]

Confirmed, the call is not ringing for the agent that has the issue.
This is the fourth agent with the same issue. (we're waiting for the 5th)
The department consists of 20 queues and 29 agents.
When the issue happens, it doesn't matter from which queue the call is coming from.
We're not aware of other departments/queues/agents that have reported this issue to us.

 

[AndreasP_3CX]

SP7 final was released today https://www.3cx.com/blog/releases/system-watcher-v20-update7/ can you please update your system to SP7 final and let us know if the issue can be replicated?

 

[RonaldVanhove]

SP7 final was released today https://www.3cx.com/blog/releases/system-watcher-v20-update7/ can you please update your system to SP7 final and let us know if the issue can be replicated?

OK, we'll probably update this week. I'll give feedback asap if the issue did or didn't occur.

 

[AndreasP_3CX]

Thank you we will be waiting for your feedback

 

[RonaldVanhove]

Here is some feedback.

1)
We got a 5th agent with the same issues in U6. (Incoming call from queue, not ringing by this agent)
I changed the emailadres of this user (with a valid other emailadres we use for testcases), and created a new user for that same person.
The newly created user works fine.
I kept the user with issues for later testings.

2)
We updated to U7

3)
I logged in with the 'problematic' user, and now all is working fine.
Incoming calls from a queue are ringing for this agent.

=> I think the problem solved itself after updating to U7.

Should it happen again, I'll update this thread.