Offline extension showing as logged into queues

[Scott D]

Apologies in advance if this has been asked before or I'm missing something obvious.

This issue happens occasionally: an ext of a user not currently online in any way shows as logged into call queues.
E.g.:



In this case, E is not active or actually logged in on any system (and cannot be called directly), however is showing as logged into two queues, presenting issues when a call comes in and we have skill-based routing enabled. Other users who are usually in these queues but who are offline right now do not show as online in the same queues.

What has happened here and how can I prevent it happening again?

 

[VasilisV_3CX]

Hi @Scott D,

Yes, it can happen that an extension which is unregistered may show logged in. This shouldn't cause any issues.

I just set this up on my side, and couldn't replicate this. I set 106 to skill group 1 and 109, 110 to skill group 2, 101, 102 and 111 to skill group 3.



Notice that in the General Queue I created, the Green icon represents the logged in / logged out status, not the registration as above.



When I call the queue, it tells me there are no available Agents in the Queue. If I log ZAgent1 (skill group 3) in, they get the call immediately.

What happens when you call in to the queue, by your description it sounds like due to skill based routing, there is an issue reaching those who are available and logged in?

 

[Scott D]

While I haven't been able to replicate the event since it cleared yesterday, at the time I believe I saw the following for a call, that made me investigate this:
- Ext E (not actually active but apparently logged into the queue) is at skill level 2.
- Call came in, all users at Skill Level 1 busy or not logged in.
- Call appeared to be "ringing" but no extensions ringing
- Extensions at high levels (eg. mine) at level 4 were not ringing

So, as best I can tell, it was behaving as if it thought there was an ext at L2 to be ringing, but was not actually doing that, and not ringing the higher level exts. However, I was focused on capturing the call and may not be recalling it correctly.

I'll continue to monitor the system and confirm that this is the behaviour, and log it here if so.

 

[VasilisV_3CX]

Hi @Scott D,

I'll continue to monitor the system and confirm that this is the behaviour, and log it here if so.

Sure thing, if it doesn't happen in the near future, feel free to open a new thread and link this thread to it if it reoccurs.