Solved Queue lost calls

[Mohamedseliem]

hi, this is the first time i deal with 3cx IP Pbx v.18
we're having a callcenter and it's working fine except something so weird.
we have a big ABN number, but the most important thing is agents are avail and not able to receive calls, so the calls are dropped as ABN ( Q dropped probably )
what could be the problem, your support is highly appreciated

 

[VasilisV_3CX]

Hi @montaser,

Abandoned calls happen when the caller hangs up the call before any agent answers it.

we have a big ABN number, but the most important thing is agents are avail and not able to receive calls, so the calls are dropped as ABN ( Q dropped probably )

Are the agents logged in to the queue, can you see that they are logged in from the Panel view in the Web Client?

 

[Mohamedseliem]

Hi @montaser,

Abandoned calls happen when the caller hangs up the call before any agent answers it.



Are the agents logged in to the queue, can you see that they are logged in from the Panel view in the Web Client?

yes they are, but does the call counted as ABN this fast, i mean before the agent can take the call ?

 

[VasilisV_3CX]

Hi @montaser,

Yes, it can be quick. This is so the call gets added to the Abandoned call queue such that your agents can call them back if needs be.

 

[Mohamedseliem]

thanks for your support

 

[VasilisV_3CX]

No problem @montaser, if you require any further assistance, feel free to open a new thread!