Lost all calls in queue - cant figure out why

[Alphabetic]

Hi all

I've got a queue (808) that had 5 calls in and then it didnt..

Event log says "lost call in queue" and this is all I have to go on as I cant see it in the queuemanager.log

Is anyone at 3CX willing to take a look at the Q log for me please?

 

[Charles_3CX]

You are welcome to open a ticket. If the logging was set to verbose at the time, we can check the logs; if it wasn't, there will be no data to check. You can also check whether all your agents have logged out.

 

[Alphabetic]

You are welcome to open a ticket. If the logging was set to verbose at the time, we can check the logs; if it wasn't, there will be no data to check. You can also check whether all your agents have logged out.

Hi Charles,

3CX was in verbose mode, there's no mention of "no agents being available" in the queue from the queuemanager.log

 

[KyriacosS_3CX]

If you open a ticket and share the logs I'm sure the team will be able to get to the bottom of this. Or you can share whatever (anonymized) bits of the log seem relevant here and have the community take a peak, but without the full details it will be hard to try and trace 5 calls through the system.

 

[Alphabetic]

Ok, I think i've omitted numbers.

see attached the info between "Normal request" showing 5 waiting and then 0.

 

[Alphabetic]

Actually.. ignore the snippet I sent because I can see entries for one of the calls waiting "PR:3862" after this event which states:

Line 127435: 2025/11/25 16:13:02.334|0014|Info| [_3CX.QueueManager.PollRequest] Poll is terminated, reason: Canceled (Caller has dropped call), QCID=3862

but if this is the case, why does Q manager say:

=Normal requests:
* PR:2973 @ Q:808 [Waiting/0]
* PR:3035 @ Q:808 [Waiting/0]
* PR:3819 @ Q:808 [Waiting/0]
* PR:3842 @ Q:808 [Waiting/0]
* PR:3862 @ Q:808 [Waiting/0]
=Total: 5 requests / 0 active

Im going to raise a ticket.