Problem with Call Queue

[Toufic Saghbini]

We have call queue setup with about 8 agents. We have an issue where sometimes we have abandoned calls. Call does not get transferred to an agent knowing that we have available agents.
This started to happen after upgrading from version 14 to version 15.5. Same setup was upgraded, and it was working fine on version 14.
Please note that we are running the debian version of 3cx.

 

[eddv123]

Hi Toufic,

Please note that with 3CX if you are in a Queue and it fails over to the "Destination if not available" or the timer runs out it will count as an abandoned call - I would check first that these calls are simply not just doing this.

 

[Toufic Saghbini]

In fact this is exactly what happening. We have available agents, logged in to queue, however the call gets routed to "Destination if no answer". I am also uploading 2 different reports. I have noticed some inconsistencies in the polling. One report shows 9 polling attempts for extension 9008 while another report shows 4 polling attempts.

 

[Saqqara]

At the time of the abandoned calls,

Are all the agents logged into the queue - if no agents are logged in, it will go to 'Destination if not available'. One way to overcome this, create a dummy extension and add this to the queue - this way at least one phone will ring.

Agents are free to take calls (wrap up time has expired)