Solved Queue: Calls not forwarded if all agents are DND

[mhpd]

We might have found a bug that occurs on queue calls in 3CX if all agents are set DND. Our expectation was that the calls would be redirected to the "Destination if no answer" selection, but apparently this is not the case. The calls directly hang up. Is this a known issue and are there any solutions to achieve that the calls will be redirected to a signal group instead of hung up?

 

[JohnS_3CX]

What version is your PBX?

You would normally hear a message "There are no available agents in the queue at this moment"

 

[AWS2P]

i've got similar behavior last days calling 3CX French Commercial service number and 3cx PBX Q gave me above message and call hang up after 6 seconds.
Pierre from (French support) has done something to solve this problem, don't know how

 

[mhpd]

Hi, thank you for the fast replies.

We‘re running 3CX Enterprise v16.0.2.910 on Windows 10.

The caller doesn’t hear any announcement, the call just drops.

 

[AWS2P]

where is your DNA forwarding to? a VM ? an IVR ? an external number?

 

[mhpd]

I suppose that DNA is a shorthand for the endpoint that should be reached if all agents are DND?

In that case: our goal was to forward these calls to a ring group (consisting of several phones/extension). We also tried to forward to a single extension - which worked once (and then constantly never again). We didn't try an IVR, Voice Mail or external number.

3CX is running on a native Windows 10 Pro PC. (We found that Virtual Machines seem to be very unstable with 3CX.)

 

[AWS2P]

DNA=Destination if No Answer
can you screen copy Q settings ? hide sensitive infos

 

[mhpd]

Hi, thanks for the clarification

I attached screenshots of the important settings. On a side note, we already tried to setup a fresh queue, just set the DNA (+ added an agent on DND) and experienced the identical issue.

 

[AWS2P]

Ring time is not set properly, this need to be almost same or higher value as time set for DNA , for test change ring time value to 20s and set Max Q Wait time to 20s. DNA Forwarding should work

 

[mhpd]

Sorry for the late reply. Your suggestion helped perfectly and solved our issues. Thank you!