Queue logs

[vaizal]

hello, problem is that when a call enters the queue, the report shows the status Unanswered – No answer (timeout) (see pic).
There cannot be any timeout in this case, because agents are working on the line, Max Wait Time is set to 1800 seconds, and Ring Time is also 1800 seconds.
Some calls last 2–3 minutes and still show this status, while others last only a few seconds and also end with this status. There are no connection issues, no dropped calls — everything works perfectly fine, yet we still get this status.
I suspect that the agents are doing something on their side, but I can’t prove it without the logs. And I simply can’t access those logs anywhere. Any ideas? Thanks a lot.

 

[Alphabetic]

You will need to stick your PBX in to Verbose logging and then generate a support file.

Within this ZIP will be QueueManager.log where you can see whats happening.

 

[vaizal]

hi all, i did it and what i see:

2025/10/20 19:07:15.364|0008|Info| [_3CX.QueueManager.QCall] Caller (+***********) has forced 'Froward to No-Answer destination' action in call 1867464 2025/10/20 19:07:15.364|0008|Info| [_3CX.QueueManager.QCallTrack] 1867464,CallerInfo,+***********,PZ_4W892
2025/10/20 19:07:15.364|0008|Info| [_3CX.QueueManager.PollRequest] Poll is terminated, reason: Canceled (User requested), QCID=1867464
2025/10/20 19:07:15.364|0008|Info| [_3CX.QueueManager.QCallTrack] 1867464,NoAnswer,noAnswer,-
2025/10/20 19:07:15.364|0008|Info| [_3CX.QueueManager.QCallTrack] 1867464,TransNoAnsw,,None
2025/10/20 19:07:15.371|0011|Info| [_3CX.QueueManager.QCallTrack] 1867464,InCallEnd,486,No answer end call
2025/10/20 19:07:15.371|0011|Info| [_3CX.QueueManager.QCall] Call(1867464) has been terminated (reason: Abandoned) 2025/10/20 19:07:15.371|0011|Info| [_3CX.QueueManager.QCallTrack] 1867464,QCallEnd
2025/10/20 19:07:15.371|0011|Info| [_3CX.QueueManager.QCallTrack] 1867464,Q.8014: [+***********] (hist_id: 00000000-01dc-41db-44c8-22a6000596c0) Time: 10/20/2025 7:06:21 PM - 10/20/2025 7:07:15 PM (00:00:54.0762399) Waiting: 00:00:54.0688865 NoAnswer: UserRequested => Result: WN

has been terminated (reason: Abandoned)
Poll is terminated, reason: Canceled (User requested),

But in the 3cx i see this as timeout...

Any ideas?

 

[Alphabetic]

no answer (timeout) would suggest your queue's "maximum wait time" has been reached.

Was logging in verbose mode?

also, formatting this with the {code} parameter would make this more readable.

 

[vaizal]

no answer (timeout) would suggest your queue's "maximum wait time" has been reached. - No, queue max waiting time is 30 min.

Was logging in verbose mode? - yes



also, formatting this with the {code} parameter would make this more readable - next time promise

 

[vaizal]

Hi all, any ideas?

 

[Kevin Attard Compagno]

Just out of curiosity, what is the "Maximum callers in queue" for this queue?

 

[vaizal]

20

 

[Kevin Attard Compagno]

This is really starting to look like the remote caller might have hung up the call without waiting for the call to be answered by an agent. If you look in the other log files for the related SIP messages, you may be able to correlate a SIP BYE coming from the caller.

 

[Ronaldvdv]

I'm not 100% shure but does "Ring Time" not have to be a smaller number? As I beleive the call is presented to the available agents for the time set in "Ring Time". After "Ring Time" is passed, 3CX will check again for available agents. So if all agents are busy when a call comes in, call is placed in wait, no agents will ring for the total time of the "Maximum queue wait time". If you lower the "Ring time" to 30 sec (standard setting), the queue will check for available agents every 30 sec.

Ronald

 

[vaizal]

Nice idea but i am afraid it will not work because ring strategy is set to be "Ring All", anyway, i will try that now.
'll check this and i will get back to you soon.