No agents in queue are being served

[Alphabetic]

Version 20.0 Update 9 (Build 995 Release - AI 1.4.48)

48SC

Queue had < 10 calls and 2-3 agents.

I logged myself into the queue and didnt get any calls to mobile app or web app.

After restarting the queue manager service it brought it back to life. (Ring strat: ring all)

my colleague suggested to me that this is the 2nd time this has occurred.

How does one go about troubleshooting?

thanks.

 

[DimitrisL_3CX]

Hello @Alphabetic,

Can you please open a Technical Support Ticket for us to check this further?
Put the PBX in the Verbose logging level and enable "Keep backup of log files" and set it to 5 days.
Wait for it to be replicate it and then provide us the support info in the ticket.

 

[Alphabetic]

Hello @Alphabetic,

Can you please open a Technical Support Ticket for us to check this further?
Put the PBX in the Verbose logging level and enable "Keep backup of log files" and set it to 5 days.
Wait for it to be replicate it and then provide us the support info in the ticket.

Hi @DimitrisL_3CX

This PBX had verbose logging on - i'll create a support ticket.

 

[Alphabetic]

@NikosT_3CX you know what it might be... the ring time on polling is 600 seconds. This would mean when they shift change agents, they wont be polled until 600 seconds - this about right?

 

[Charles_3CX]

@NikosT_3CX you know what it might be... the ring time on polling is 600 seconds. This would mean when they shift change agents, they wont be polled until 600 seconds - this about right?

If calls in the queue are already polling agents and other agents log in to that queue, they will not be polled until the next polling cycle.