One queue agent not receiving calls

[Jesse Amos]

I had a user report that last night the primary queue agent did not receive any calls between 12am and 3am, but the calls were going to the backup agents in the queue. The problem is that the backup agents didn't realize the primary agent wasn't getting the calls so they didn't answer the calls. The primary Queue agent uses the 3cx soft-phone to receive the calls and reported that while the calls were not coming in, the Q button said Abandoned. I've not seen this behavior before. Does anyone have suggestions as to where I can look to see why the agent wasn't getting calls?

EDIT:

I should also mention that the agent was able to receive calls to the extension just not through the queue. I thought it sounded like she was logged out of the queue but she swears she was logged in. Any way to verify this?

 

[cobaltit]

So for one, your client needs to fire the backup agents because they clearly don't understand the concept.

If you had logging enabled you can trace the calls to confirm but yes it sounds like the user wasn't logged into the queue.

 

[Wendelspanswick]

I had a user report that last night the primary queue agent did not receive any calls between 12am and 3am, but the calls were going to the backup agents in the queue. The problem is that the backup agents didn't realize the primary agent wasn't getting the calls so they didn't answer the calls. The primary Queue agent uses the 3cx soft-phone to receive the calls and reported that while the calls were not coming in, the Q button said Abandoned. I've not seen this behavior before. Does anyone have suggestions as to where I can look to see why the agent wasn't getting calls?

EDIT:

I should also mention that the agent was able to receive calls to the extension just not through the queue. I thought it sounded like she was logged out of the queue but she swears she was logged in. Any way to verify this?

We've had a long standing issue where an agent is shown logged into the queue, no DND set but her phone will not ring, it happens 2 or 3 times a month on 2 phones, normally when its pretty busy.
Latest version and firmware, licence limit not exceeded.
Sometimes deleting the extension and re adding it works but not always, in which case we have to restart the Queue Manager, which screws the wall board figures up.
There are a few posts on here that describe the same issue.

 

[YiannisH_3CX]

You could use the Agent Login History report to see if the agent logged out at the specific time.