Solved Queue agents not active after upgrade to V18

[Mark Phillips]

Upgraded to V18 from last V16 update a few days ago. It seems that any agent assigned to a queue before the upgrade is not being polled for calls. I.e. agent can log into (and out of queue) as normal and without any error, but the agent never gets polled to answer calls. Deleting and re-adding the same agent seems to fix the problem. A new agent I created shortly after upgrading to V18 has been unaffected.

 

[ChrisC_3CX]

Sounds like the agents may have been explicitly logged out of the Queues.

Try this:

1. Add one extension as the Queue Manager for all Queues. To do this, edit each Queue one by one and go to the "Notifications" tab. Where it says "Select queue manager extension number" add this extension number.

2. Access the extension's webclient and go to "Panel" on the left. Then click on the drop-down list in the upper right corner where it says "All" and select one Call Queue at a time:


3. If there are any agents that appear as "logged out"(1) click on it so that it changes to "logged in"(2):


If this is indeed the problem the above process should take care of it. Let me know how it goes.

 

[Mark Phillips]

That could have been the reason, thanks.

 

[ChrisC_3CX]

Have you been able to solve this by explicitly logging them all back in?

 

[Mark Phillips]

I had already manually removed the agents and re-added, so I don't know if explicitly logging in would have worked. I suspect it would have.

 

[ChrisC_3CX]

Understood, in that case, I'll be marking this thread solved for now so please don't hesitate to start a new thread should you need anything else.