We are running 32SC on Prem as VM in Server 2022 and Version 20.0 Update 5 (Build 551 Release).
We upgraded from V18 sp9 3 weeks ago. We saw this behavior in V18, but it was very rare, maybe once every six months.
We have a Round Robin call queue with 15 agents that actively login and out to manage their work load. The queue sees about 1200 calls a day if that matters. QCB is turned on for the queue and works great.
We are seeing the same behavior as this thread. Queue Members not Receiving Calls
When the employee reports the issue, we watch the queue and handling of calls closely for 10-15 minutes and can identify what users are logged in but not getting calls.
Then as a queue manager we log them out and back in to the affected queue, but this does not fix it. We have verified that a direct dial works to their extension, and other queues that they are members of also work. They are using SNOM Desk phones. If we try to use the webclient for calls, the same behavior continues, they will not get a call.
When this happens we make the user a Notifications member of the queue and then they can transfer calls from the queue to themselves via the webclient. This works for about 15-20 calls, then at some point it breaks and the user cannot transfer calls, they RH click to select transfer, but the option is gone. If we remove them from the notifications group and add back, they still can not select transfer call, the option does not exist. If another queue manager tries it, they get the same results. Then the user will open the Windows App and use that panel to transfer calls to themselves. This has never failed, but also maybe gets used a few times as while this unfolds the employee is nearing a complete workday.
If we restart the OS, the issue resolves. This of course is not really possible during the work day.
If we restart the Queue Manager Service the issue resolves, but will drop any calls that are in the queue waiting to be connected to an agent (Note to other reading this, calls where the agent is connected to the caller do NOT drop)
What can we do to help 3CX resolve this (memory snap shot of running Queue Manager Service?), or is there some setting that we may have set incorrectly?
Thanks in advance for any help.
We upgraded from V18 sp9 3 weeks ago. We saw this behavior in V18, but it was very rare, maybe once every six months.
We have a Round Robin call queue with 15 agents that actively login and out to manage their work load. The queue sees about 1200 calls a day if that matters. QCB is turned on for the queue and works great.
We are seeing the same behavior as this thread. Queue Members not Receiving Calls
When the employee reports the issue, we watch the queue and handling of calls closely for 10-15 minutes and can identify what users are logged in but not getting calls.
Then as a queue manager we log them out and back in to the affected queue, but this does not fix it. We have verified that a direct dial works to their extension, and other queues that they are members of also work. They are using SNOM Desk phones. If we try to use the webclient for calls, the same behavior continues, they will not get a call.
When this happens we make the user a Notifications member of the queue and then they can transfer calls from the queue to themselves via the webclient. This works for about 15-20 calls, then at some point it breaks and the user cannot transfer calls, they RH click to select transfer, but the option is gone. If we remove them from the notifications group and add back, they still can not select transfer call, the option does not exist. If another queue manager tries it, they get the same results. Then the user will open the Windows App and use that panel to transfer calls to themselves. This has never failed, but also maybe gets used a few times as while this unfolds the employee is nearing a complete workday.
If we restart the OS, the issue resolves. This of course is not really possible during the work day.
If we restart the Queue Manager Service the issue resolves, but will drop any calls that are in the queue waiting to be connected to an agent (Note to other reading this, calls where the agent is connected to the caller do NOT drop)
What can we do to help 3CX resolve this (memory snap shot of running Queue Manager Service?), or is there some setting that we may have set incorrectly?
Thanks in advance for any help.
