Round robin did not go to next agent

[rafhael.salazar]

I am new to 3CX and we have a call queue that wanted to transfer to a round-robin setup but upon testing agent #1 did not answer and the call ends.​

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our user wants if agent #1 does not pick up it will transfer to agent #2, we increased the queue wait time to 60 seconds but still the call ends​

I hope someone can help here​

 

[TheodorosG_3CX]

Are both agents logged in the queue?

 

[rafhael.salazar]

Are both agents logged in the queue?

yes, we made multiple test calls but it always ended after the waiting queue time. we have 10 agents in the queue and all are online/available

 

[TheodorosG_3CX]

Can you please share screenshots from the General and Advanced tab of the queue configuration(ensure not to share critical information in the screenshots)?

 

[rafhael.salazar]

Can you please share screenshots from the General and Advanced tab of the queue configuration(ensure not to share critical information in the screenshots)?

please see attached, hope it helps

 

[TheodorosG_3CX]

After 20 seconds of ringing to the first agent, the call is going to the destination if no answer?

 

[rafhael.salazar]

After 20 seconds of ringing to the first agent, the call is going to the destination if no answer?

yup that's correct, it is not transferring to the next agent

 

[TheodorosG_3CX]

This should not be the case unless agents are not logged in the queue.
Try to re-create the queue and add 2 or 3 agents just for testing. Then make the test calls once you have confirmed they are logged in the queue.