Queue Login/Logout gives unexpected behavior to users

[tbovingdon]

This affects both v16, v18 on prem and cloud hosted, ios and android. (tested)

Scenario:

Our Client has 16 mobile only users (no computer) who are in a queue they login and out frequently due to their job.

IF a user or a manger signs a user out of the queue via the 3cx web interface, the user’s mobile device does NOT update they are logged out of that queue. IE it shows they are still logged in. IF they LOG Out from the Cell phone,(after already being logged out from the web app) and log back in on the phone, the phone app shows they are logged into the queue but the pbx does not register that they are in the queue.

It gets weirder.

If you have 2 mobile devices and the v16 desktop app signed in, and a user/manager has logged the extension out of the queue in the cloud, pressing the queue button, on ANY phone or the windows desktop app (not the NEW v18 app) it “logs out/in” on all devices accept the PBX.

AS you can belong to more than 1 queue, I can kind of see some logic on this behavior. However, if you only belong to 1 queue, the queue button on any softphone should login/out of the queue belong to regardless of where or what device you did it from.

The fix I see would be to add a drop down or option when the queue button is pushed that a) confirms with the system what queues are active and allows the cellular app to select them.

For now the work around given was to ONLY login/out via the web console.

 

[VasilisV_3CX]

Hi @tbovingdon,

When you say you're logging them out via the 3CX web interface, do you mean the management console?

I would suggest rather managing the log in / log out functions via a queue manager, logged in to the Web Client, select Panel and you can choose which queue to view, then simply log them in / out with the options given under each extensions name / number.



When you log an extension out via the management console, you're logging them out globally.

 

[tbovingdon]

No this is NOT from the management console this is from the web client or the new app, signing out there doesn't show up on the mobile app as being signed out. So if the user or a manger signs them out from the NEW app or from /webclient on v16, the agent's mobile device still shows them as logged in. if they they logout/login from the moblile phone it does nothing

 

[VasilisV_3CX]

Hi @tbovingdon,

Yes, this is because they were logged out globally, their explicit logout/login is overwritten in this case. Liken it to a circuit, the explicit logout is like a fuse while the agent login/logout is like a switch that turns on/off a light. If the fuse is removed, you can have the switch on, but there won't be any light on.

This means that the agent's global queue will still be shown as logged in, while the explicit queue (individual) is logged out of. Only the Web Client, Desktop App and Windows app allow explicit logouts, this is why the mobile apps show logged in still yet don't receive any chats. Because they're still technically logged in globally.

Have a look at our academy which explains this in the last slide: https://www.3cx.com/3cxacademy/videos/advanced/call-queues/

There is also a webinar happening later today which will cover this, by our trainer with examples: https://www.3cx.com/blog/event-trainings/webinar/?key=f928cd4318bf7b83dc63d9c99af42462

 

[tbovingdon]

This is not great behavior.
When will the mobile app allow explicit logouts?
This maybe the odd case where the users ONLY use the mobile device on a single queue, and they don't use or rarely use a computer. For now they have have a shortcut on the mobile web browser and are logging out from there

 

[Evolute IT]

This is not great behavior.
When will the mobile app allow explicit logouts?
This maybe the odd case where the users ONLY use the mobile device on a single queue, and they don't use or rarely use a computer. For now they have have a shortcut on the mobile web browser and are logging out from there

If they only have 1 queue, explicit or global doesn't matter.

 

[tbovingdon]

Agreed it shouldn't matter but it does! Test it and see!

 

[VasilisV_3CX]

Hi @tbovingdon,

You're correct in this case, it works the way I described it above whether you're in 1 queue or multiple queues. Right now I can't find any feature request in the Ideas Forum to add explicit login/logout to the mobile app.

 

[tbovingdon]

So to make this a priority I should create a idea request then? allow mobile users to explicitly login and logout of queues? Because the issue is - even in version 18, you log out of the queue using the desktop app, (the new windows 10 one) and then leave the office and "login" on your phone, it doesn't log you back as you are explicitly logged out of all queues. But if you DON'T use the windows 10 app to log out and JUST use the mobile phone the user is fine.

 

[VasilisV_3CX]

I understand, my advice would be to limit the usage of the explicit login / logout by the managers in the Management Console. If they do use the explicit logout, ensure they log the users back in at the end of the shift so that their global login / logout is adhered to.

Note that Gold partners and above have permission to post in the Ideas forum.