Queue routing issue

[greatchoice]

I am trying to find out how a handful of calls continue to make it to one users extension.

It has happened on multiple queues. The route should be to ring extensions on the 5000 block for Q Kids Care (8002) but it went to extension 1005 instead. It is not just that queue, its multiple. The only thing is this user is part of the groups so they can manage/view the phone system queue on their computer but they are not an agent on the queue lists.

Any insight would really help

 

[ChrisC_3CX]

If these extensions are not agents of those queues then these calls should not be able to reach them. Are they reporting that they are receiving these calls without them wanting to or is this just something that was observed in the Call Report? If the latter, it may simply be that these users are manually picking up the call using the "Pick up" function from the switchboard or by using the dial code (default: *20*):

 

[greatchoice]

Yes that is what it seems is happening. However I need to ensure that this particular agent however can see all the queues as well BUT cannot pickup from them

 

[ChrisC_3CX]

In that case you would have to remove the extension from the Queue's Managers.