Lost Call Queue

[motivit.admin]

Hi Everyone,


We keep on receiving lost call queues and I wanted to identify if it's a 3cx issue or the SIP trunk provider issue. Can you share which logs I need to check to identify the issue? We are using self-hosted 3cx (Debian GNU/Linux 12 (bookworm)) hosted in Digital Ocean using version 20.0 Update 3 (Build 806 Release). Thank you.

 

[motivit.admin]

Has anyone encountered the same issue that I'm facing? Thank you in advance.

 

[SnakeRiverWebDevelopment]

lost calls in queues are a result of no one answering the call, there can be many reasons for this
1, No Agents logged in
2, Maximum queue wait time set too low
3, Agents extension set to DND

Check to see if any of these apply.

 

[NicholasP_3CX]

Hi Everyone,


We keep on receiving lost call queues and I wanted to identify if it's a 3cx issue or the SIP trunk provider issue. Can you share which logs I need to check to identify the issue? We are using self-hosted 3cx (Debian GNU/Linux 12 (bookworm)) hosted in Digital Ocean using version 20.0 Update 3 (Build 806 Release). Thank you.

A good indication would also be to see how long the calls were in the queue when they were abandoned (dropped)

If these values are random, this would indicate that the callers just got fed up of waiting. If they are showing with your maximum queue wait time, then this would indicate the agents did not answer the calls in time.

 

[motivit.admin]

lost calls in queues are a result of no one answering the call, there can be many reasons for this
1, No Agents logged in
2, Maximum queue wait time set too low
3, Agents extension set to DND

Check to see if any of these apply.

I can confirm that agents are logged in and their status is not set to DND while we receive the email for lost call queue. Our maximum queue wait time is set to 1 min. but when checking the report, the call time lasts only for 25 to 30 seconds.

 

[motivit.admin]

A good indication would also be to see how long the calls were in the queue when they were abandoned (dropped)

If these values are random, this would indicate that the callers just got fed up of waiting. If they are showing with your maximum queue wait time, then this would indicate the agents did not answer the calls in time.

Hi @NicholasP_3CX the call time didn't exceed our call wait time which is 60 seconds. when I checked the reports, calls only lasted 25 to 30 seconds. Also, once the caller selected Option 1, the call was terminated.

 

[Senox111]

We have a similar problem with a 3CX V20 20.0.4.487, the latest version. Very simple 2 queues - queue Q1SL - longest waiting time, signaling 12 seconds, max waiting time 60 and "destination if not accepted" Q2SL. But according to the call log, the caller never gets into the second queue Q2SL - according to the call log, the first Q1SL drops the call after a few seconds? What can trigger this, that a queue terminates the call? Regardless of whether agents are logged in or not, at least the caller should end up in the second queue and not be terminated after just a few seconds.

Please take a look at the logs and the screenshot? Am I misunderstanding the purpose of a queue or is this a bug?
It says in the logs, "Caller has dropped call" but when a caller hangs off, i would see in the call raport terminated by caller number?

Because the customers who calling says, they did not hang off.





2025/02/11 16:55:10.993|0007|Info| [_3CX.QueueManager.PollProcessor] Statistics:
Poll processor state:
=Normal requests:
=Total: 0 requests / 0 active

2025/02/11 16:55:20.995|0007|Info| [_3CX.QueueManager.PollProcessor] Statistics:
Poll processor state:
=Normal requests:
=Total: 0 requests / 0 active

2025/02/11 16:55:27.692|0005|Info| [_3CX.QueueManager.CallsQ] Call(278074) has been started
2025/02/11 16:55:27.692|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,Created,0782522305,_544_sc_cf_bergundberg_hotel_kerns:
2025/02/11 16:55:27.692|0005|Info| [_3CX.QueueManager.QCall] New incoming call to Q:885 from 07825xxxxx; qcid=278074
2025/02/11 16:55:27.692|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,PBXCallId,33604
2025/02/11 16:55:27.692|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,Waiting
2025/02/11 16:55:27.692|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,CallerInfo,078252xxxxx,_544_sc_cf_bergunxxx_hotel_xxx:
2025/02/11 16:55:28.193|0007|Info| [_3CX.QueueManager.QCallTrack] 278074,Polling
2025/02/11 16:55:28.193|0007|Info| [_3CX.QueueManager.QCallTrack] 278074,Selected,[168@885]
2025/02/11 16:55:28.193|0007|Info| [_3CX.QueueManager.QCall] Poll is started for QCID=QC:278074[07825xxxxx->885]
2025/02/11 16:55:28.193|0007|Info| [_3CX.QueueManager.QCall] Polling: QCID=278074, agents=[168@885]
2025/02/11 16:55:28.198|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,DialAgent,885.df9b33082f3244d39ca177a637d477c4,168,168
2025/02/11 16:55:31.194|0007|Info| [_3CX.QueueManager.PollProcessor] Statistics:
Poll processor state:
=Normal requests:
* PR:278074 @ Q:885 [Active/1]
=Total: 1 requests / 1 active

2025/02/11 16:55:34.499|0005|Info| [_3CX.QueueManager.QAgent] Agent QA:168@885 has dropped call 278074 before servicing started
2025/02/11 16:55:34.499|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,OutCallEnd,885.df9b33082f3244d39ca177a637d477c4,487,Cancelled
2025/02/11 16:55:34.502|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,InCallEnd,487,Cancelled
2025/02/11 16:55:34.502|0005|Info| [_3CX.QueueManager.QCall] Call(278074) has been terminated (reason: Abandoned)
2025/02/11 16:55:34.502|0005|Info| [_3CX.QueueManager.PollRequest] Poll is terminated, reason: Canceled (Caller has dropped call), QCID=278074
2025/02/11 16:55:34.502|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,QCallEnd
2025/02/11 16:55:34.502|0005|Info| [_3CX.QueueManager.QCallTrack] 278074,Q.885: [0782xxxxx] (hist_id: b8afb8f594010000_33604)
Time: 11.02.2025 16:55:27 - 11.02.2025 16:55:34 (00:00:06.8102421)
Waiting: 00:00:00.5014749
Polling: time: 00:00:06.3086657 (1 rounds), agents dialled: 1, rejected: 0, timed out: 1
Failed: Caller dropped the call
Result: WP

2025/02/11 16:55:34.517|0030|Info| [Npgsql.Command] Prepared command explicitly
2025/02/11 16:55:34.520|0030|Info| [Npgsql.Command] Command execution completed (duration=2ms): insert into callcent_ag_dropped_calls (q_num,ag_num,time_start,time_end,reason_noanswercode,reason_noanswerdesc,call_history_id,q_call_history_id,ts_polling) VALUES ($1,$2,$3,$4,$5,$6,$7,$8,$9)
2025/02/11 16:55:34.520|0030|Info| [Npgsql.Command] Prepared command explicitly
2025/02/11 16:55:34.522|0030|Info| [Npgsql.Command] Command execution completed (duration=2ms): insert into callcent_queuecalls (q_num,time_start,time_end,ts_waiting,ts_polling,ts_servicing,ts_locating,count_polls,count_dialed,count_rejected,count_dials_timed,reason_noanswercode,reason_failcode,reason_noanswerdesc,reason_faildesc,call_history_id,q_cal,from_userpart,from_displayname,to_dialednum,to_dn,to_dntype,cb_num,call_result,is_agent) VALUES($1,$2,$3,$4,$5,$6,$7,$8,$9,$10,$11,$12,$13,$14,$15,$16,$17,$18,$19,$20,$21,$22,$23,$24,$25)
2025/02/11 16:55:38.194|0008|Info| [_3CX.QueueManager.VCEHostPlugIn] Statistics:
Current state report:
== Queues:
* Queue 984 cin: act=0/stat=0 poll=0 serv=0
# Calls in polling pool: