PWA app randomly not ringing for call queues, and SLA missed calls being transfered to system owner

[EMAT-Dave]

Hi everyone,

We're brand new to 3CX, setup so far has been easy and the system is working well, however we have a couple of issues I can't get my head around.....

First is that calls from queues in the PWA app don't always ring the agents in the queue. I have checked that the agents available and away modes have "logout from queues" unchecked, and "accept calls from ring groups" checked, this makes no difference. One thing that does seem significant is that agents appear to have to be on the "Team" page in the PWA for it to ring, if they are on the voicemail, contacts etc tabs, it does not ring. is this a bug or by design? and can it be changed?

The other issue, is that lost or SLA breached calls, all seem to be coming to me as the system admin/first created user, which is very annoying. I have search all over the queues and digital receptionist and can find no reason why this weird routing is happening, so again is this a bug/by design, and can it be changed?

TIA!

Dave

 

[NicholasP_3CX]

Check if an agent is actually logged in to a queue. An agent does have the capability to log out of an individual queue, in addition to logging in or out of all the queues globally.



By going into your panel and selecting the queue from the menu on the top right you will be able to see who is actually logged in to the queue.

The other issue, is that lost or SLA breached calls, all seem to be coming to me as the system admin/first created user, which is very annoying

Check to see if you are defined as a supervisor in the queue, and which notifications you have configured for the supervisors to receive

 

[EMAT-Dave]

No agents show as logged into the queues when there are no calls, but when a call comes in, some agents show as ringing, on external call, there isn't any consistency to it. or perhaps that is my panel permissions?
The issue seems too random for it to be agents logging themselves in and out by accident.


For the SLA breached calls, no supervisor is set on any queues, that was one of the first things I checked, does a supervisor have to be set or can it remain blank?

 

[NicholasP_3CX]

It can be blank. You just wont receive any notifications in the queues, nor will you be able to see the agents statistics or log them in or out on their behalf.

 

[EMAT-Dave]

It can be blank. You just wont receive any notifications in the queues, nor will you be able to see the agents statistics or log them in or out on their behalf.

Blank is fine, we don't need to see statistics or log them in on their behalf.
Is it going to be this that is causing both of our issues?
Would it help if I posted/sent some verbose log files for a call as an example?

 

[NicholasP_3CX]

I wouldn't recommend doing that in the forum. You can go through one of our partners or contact our support department via your customer portal.