Issues with Call in Queue Randomly Transferring to Destination if No Answer

[Nmabini]

We've been encountering an issue with our 3cx system where some calls have been getting transferred to the DNA location from a queue despite not filling the requirements to be transferred. The default timeout is 40 minutes and works for the most part, but we have a couple particular instances where the Queue time was ignored, and calls were transferred only after about 45 seconds.

Image attached for reference. The SIP provider does not see any issues on their end, and most calls in a day go through just fine. What behavior could be causing the Queue time to be ignored?

We have tried recreating the issue but to no success.

 

[TheodorosG_3CX]

Have you also generated a call report and check the call flow?

 

[OlegR_3CX]

What behavior could be causing the Queue time to be ignored?

There are a couple of conditions when this can happen, here are the examples:
- Caller presses * while waiting (Queue log can show you this even)
- caller hugs up the call before any of the agents serve the call. ("Call reports" can show you this even)
- administrator ends up (by pressing on X button) the call from the management console of the PBX ("Call reports" can show you this even)
- extension who have the manager rights end the incoming call to the queue from the Web/Windows client ("Call reports" can show you this even)
- also it can be when the agents logout of the queue so Queue service have no one else there to poll ("Agent login history" report can show you also)

 

[Nmabini]

Is there any way to disable the queue time being skipped when the customer presses *?

 

[OlegR_3CX]

No, as this is a hard-coded feature