Lost Queue calls notifications

[George Stavrianos]

We are experiencing an issue with lost queue calls, where, after an agent answer a call, we receive a notification of lost queue call shortly thereafter.

Also, the queue control Polling strategy is “Ring All” (the initial setting was “Hunt random Start” and we changed it), and the call timer is 10 seconds.

We have the same problem, when the Polling Strategy set to Hunt Random Start and Prioritized Hunt and an agent pick up the call (*72).

We send you attachments about General and Notifications settings of Queue.

Thanks

 

[NikosK_3CX]

Is the extension that picks up the call a member of the queue?
If the call is ringing to an agent and someone outside of the queue picks up the call then it will be marked as abandoned.

 

[George Stavrianos]

Is the extension that picks up the call a member of the queue?
If the call is ringing to an agent and someone outside of the queue picks up the call then it will be marked as abandoned.

Yes the extension is a member of the queue and the call that agent picked up is from the same queue

 

[NikosK_3CX]

The extension that picks up the call is under the tab "Users" or under the "Notifications."?

 

[George Stavrianos]

Both, users and notifications

 

[NikosK_3CX]

We cannot replicate the behaviour you have mentioned.
If you want, you can raise a support ticket to check this further.

 

[George Stavrianos]

ok thanks, and how we can do this? i mean to raise a ticket

 

[NikosK_3CX]

If you have a partner, you can ask them to create a ticket for the issue.
Otherwise, you can log in to your portal and create the ticket by yourself. https://portal.3cx.com/

 

[George Stavrianos]

thanks