- Joined
- Jun 13, 2017
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Hello community,
We have an issue we've been dealing with for a few weeks now. We do have a support ticket open but so far have not been able to resolve it. I wanted to put out feelers to see if anyone else is experiencing this.
We have a client who's primary number is assigned to a digital receptionist. In the DR's settings, we have SMS directed to a specific SMS queue which includes several users and is set to "take control" in the chat assignment settings.
99% of the time, when a new incoming message is received, it is directed to the correct queue. However, sometimes, the incoming message of a new conversation will be delivered to an agent that has assisted that contact in the past but has since marked the conversation as "dealt with".
There's not a setting that is set incorrectly. In the 3CX support ticket, 3CX has confirmed that these messages should have gone to the queue but were delivered instead to the user.
While I'm open to suggestions if anyone has one, I'm more interested to see if this is happening elsewhere. If so, it may be helpful to gather more info for the ticket. If not, we may nuke the server and restore from a backup to see if it helps.
We have an issue we've been dealing with for a few weeks now. We do have a support ticket open but so far have not been able to resolve it. I wanted to put out feelers to see if anyone else is experiencing this.
We have a client who's primary number is assigned to a digital receptionist. In the DR's settings, we have SMS directed to a specific SMS queue which includes several users and is set to "take control" in the chat assignment settings.
99% of the time, when a new incoming message is received, it is directed to the correct queue. However, sometimes, the incoming message of a new conversation will be delivered to an agent that has assisted that contact in the past but has since marked the conversation as "dealt with".
There's not a setting that is set incorrectly. In the 3CX support ticket, 3CX has confirmed that these messages should have gone to the queue but were delivered instead to the user.
While I'm open to suggestions if anyone has one, I'm more interested to see if this is happening elsewhere. If so, it may be helpful to gather more info for the ticket. If not, we may nuke the server and restore from a backup to see if it helps.
