Ring all - Phones delayed or won't ring

[MadMurdoch]

Hello,

I and my team have been looking into an issue reported by one of our customer relation managers stating that the same 2-3 phones won't ring consistently with the rest of the phones in the call queue (25 in total) and had seen an increase in abandoned calls recently too. We've noticed that some times the agents show up as busy even though they're not on the phone.

Settings:

Polling strategy: Ring all
Ring Time: 3600

Model: snom715
Firmware: 8.9.3.96

Things that we've tried:

Checked the user was logged into the call queue,
Updated the firmware on the phones to 8.9.3.96,
Deleting and recreated the extensions,
Logging the agent out of the queue and re-adding,
Moved 3CX over to a Windows-based server instead of the old linux version,
Created this thread.

 

[JohnS_3CX]

Hi,

Have you checked your logs in Verbose mode or taken any captures yet to see what happens with those phones?

It could be a number of things such as, a network issue, or a the devices being out in DND (rejecting the calls automatically), or the agent rejecting the calls amongst other things. Best check logs and do some captures if possible to collect evidence before reaching any conclusions.