Queue users not receiving calls

[Gurei123]

I have a queue whose users show as being logged in however incoming calls just ring once, a message plays that says "There are no available agents in this queue at the moment" and disconnects calls.
Why are calls not getting to the users?

 

[SnakeRiverWebDevelopment]

Dumb question, are any of the users DND or Away?

 

[Alphabetic]

Check the status on the phone itself as it might be on DND outside of 3CX.

Try a factory reset if needed.

 

[Gurei123]

Users are available and can be called internally. When the incoming call is getting the message being played the user can see the call on their webclient screen however there is not enough time to answer it.

 

[SnakeRiverWebDevelopment]

Check the ring time to see if it is set to enough time IE: 10 sec or more

 

[Alphabetic]

again, could be a handset setting or a forwarding exception on the user account/phone. Reset the phone, if that doesnt work check the logging by upping it. could always wireshark off the phone.

 

[Gurei123]

Ring time is 180sec

 

[Evolute IT]

Make sure the user is actually logged in into the queue and not just globally. (Explicit vs global login/logout.)

 

[Gurei123]

User selects the queue and becomes logged in that queue.

 

[James Clowes]

Had this issue on iOS app. Upgraded to v20 and a few users could not receive queue calls. Other calls were fine however. Both updated their app to the latest version and the issue seems to be resolved.

 

[Gurei123]

Thanks for the tip however no user is using iOS app. They are all using Chrome browser on Windows PCs.