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.

 

[NikosT_3CX]

@Alphabetic as we discussed in the ticket, the call flow has been explained with details and now all make sense.
If anything else happens let us know and we can check it directly.