Skills Based Routing issues

[Aabyss-ChrisBibby]

Hello,

Until recently, we've used Skills-based routing with an overflow call queue.
In the last few weeks, we noted that calls would go into the overflow queue without ringing logged-in agent extensions.
We would see the call hit the SBR queue for <20 seconds and then bounce into the Overflow queue. Logged-in agents would report that their phones haven't rang.

As this is our production system, We've had to change our SBR to a standard hunt threes by priority. But I need to get to the root cause of these issues.

I also have experienced, along with other extension users, that when using the 3CX Desktop App, the first call of the day to ring any extensions, there is a delay of about 5-10 seconds when the answer button is clicked.

I'm looking for some assistance in diagnostics. I can re-enable our SBR queue as part of the diagnostic process, along with verbose logging, to try and capture these events.
This has been working fine for a couple of years and has only recently started behaving this way.
Any help would be appreciated.

Thank you

Chris

 

[Alphabetic]

I would start by putting 3CX into verbose mode and then reviewing the queuemanager.log when the problem occurs to see what happened.

 

[Alejandro_3CX]

Hi @Aabyss-ChrisBibby please validate that the agents meet the following requirements:

• The extension must be registed and logged in the queue
• Agents must be using Available status
• Agents must be free of calls.

Using the available status check it is configured as follows:




When using skill base groups the agents in group 1 will be polled according to the strategy used in the queue, if these agents are not available, the system will try to poll the agents in group 2 and so on.

A call will be forwarded to the destination if no answer when:

• The maximum waiting time in the queue is reached
• There are no agents logged in the queue
• the maximum number of caller in the queue is reached
• The caller press * when is waiting in the queue.