Instantly going to voicemail

[phoenixcorp]

Hi there,

I have just signed up and set up the auto trunk with Twilio.

the number is working but it instantly goes to voicemail. I have set up the queue and added the agents to the queue.

the agent is signed into the queue and is available for calls, and the business hours are 24/7/365, but the calls are always going to voicemail and showing as a missed call on the agent's end and never ringing so they can answer calls.

outbound calls are working fine so just wondering what the issue might be and how I can fix it? as I am completely stumped, nothing on the help site seems to fix it. thank you!

 

[bitn2]

What client is the agent using? Softphone, Webclient or any other phone?

 

[phoenixcorp]

What client is the agent using? Softphone, Webclient or any other phone?

Hi there, thanks for the reply.

They are using the webclient. Have also tried using the 3CX phone app but the issue persists.

 

[bitn2]

If they are using the webclient, check the notifications. If they not set correctly the extension is offline and cant receive calls.

 

[phoenixcorp]

Hi there, thank you, I checked and the notifications are on.

When I set the trunk to "department", the call goes through and rings so the agent can answer. But when I set it to the queue, it does not ring on the agent's end, goes straight to voicemail.

I have assigned the agents to the queue and when clicking on the profile it says "logout of queue" so I assume that they are signed in, but it just goes straight to voicemail. I would like to use this queue as I have things configured on it that I cannot set on the department.

thanks for your continued help!

 

[fxbastler]

Is it really a 3CX SMB? If not: What says the activity log (raise protocoll level to verbose) to such calls why get the mailbox?

Internal calls to the call queue rings at the agent?

edit: btw., signed / logged in is good, but has little to do with whether the agent is available via notification / push and get the call

 

[phoenixcorp]

Hey there, this is what it says in the log:

Lost Call in Queue Tier 1 (24360) from Caller ID 'NUMBER' Queue: 24360 [Tier 1] caller: +1NUMBER (removed phone number for privacy) I tried calling the queue internally but it also goes straight to voicemail. Thanks!

 

[fxbastler]

Is it really a 3CX SMB?

?

I tried calling the queue internally but it also goes straight to voicemail.

then: the client is / all queue agents are not available for the 3CX

If the queue accept calls for a certain time, minimum one agent is logged in and is available (not busy) and has no exception for this queue (and some other very unlikely things also work) and notification is working then the internal call should and will ring.