Queue agents not receiving calls

[jmatano]

We are running into an issue where an agent is logged in (in ready), in a queue, but they are not receiving calls despite there being calls in queue.

The only fix that we have for this right now is removing them from the queue and re-adding them. This fixes the issue, but it is a bit of an annoyance. Some reps are not quick to report it (call avoidance) and it takes a supervisor to check the realtime view to pick up on it.

Any thoughts on what could be the cause of this?

 

[YiannisH_3CX]

Hello @jmatano

Please make sure that there are no stuck calls in the system at the time of the issue by checking the switchboard and the active calls screen of the PBX. Also make sure that the agent is not explicitly logged out by anyone and appears as logged in that switchboard.

 

[jmatano]

What would be an indicator of a stuck call? We can have 100+ active calls and another 100+ in queue at a given time. Also calls will deliver to all the other agents. User is logged in on the switchboard and logged into the queue. Removing and readding always seems to fix the issue. It's definitely a pain.

 

[YiannisH_3CX]

A stuck call would appear in most cases as an active call in the active calls screen or the switchboard but the specific extension will not actually be on a call.
Since you have a busy system i would recommend creating a ticket with our support department so they can have a look at the PBX logs and see what is causing the issue.

 

[Wendelspanswick]

We have the same issue but the only way to get the extension to take calls is to restart the Queue Manager service.