Solved SOLVED - Call Terminated by Queue

[Khorny]

Hi all,

I got strange thing going on since last update.
First a simple description

System consist of 5 call queues which are timely driven by call flow designer scripts.

Now the problem which arived with last upadte is that the calls (which are already in queue) are droped when the out of office time is reached. In call reports it is seen as ''call terminated by Q (name of queue)''

Queue timeout is set to 1800 sec
office time is 8am till 3pm
So if call is made at 2:55 pm and is connected to queue /not answered by any agent, at 3:00 pm it is disconected.
Before the last update all active calls in queues were active until they reach the agent or queue timeout wich is 30 min.

Anyone have a simmilar problem? - help would be most welcome

 

[NickD_3CX]

2 questions:

• What is the "Destination if no answer" of the Queue(s)?
• Do you happen to have enabled the profile "Auto-switch" for your extensions? (they change to "Do not Disturb" profile after office hours)

 

[Khorny]

Destination if no answer is end call - after 1800 sec.
No, the extensions don't have autoswitch enabled.

This happens only if the call is in queue (not taken by any agent)

 

[NickD_3CX]

Small correction, the destination if no answer is triggered if:

• Timeout passes (1800s in your case)
• Caller presses the * while waiting
• Maximum callers in Queue are reached (by default it's unlimited, unless you have set it)
• If no Agent is logged in

The last point is what I'm suspecting. If you haven't enabled the Auto-switch of the extensions profile which would cause them to auto logout at the set time, could it be that your agents are manually logging out of the Queue at that time?

 

[Khorny]

Nick,
Thank you for correction.

• Timeout passes (1800s in your case)
• Caller presses the * while waiting - wouldn't this be visible in report - the caller terminated and not the queue??
• Maximum callers in Queue are reached (by default it's unlimited, unless you have set it) - set to default so Unlimited
• If no Agent is logged in - for this I have to run reports and ask the agent's.

I tried to replicate the problem in test inviroment but the problem can not be replicated in test invirioment.
I'm too suspecting that there were no agent's logged in. I'll check and post it back.

 

[Khorny]

Hi,

I managed to replicate the problem in test environment. This is caused when all agents logged out of the queue. If call is in queue than this call is dropped.

I checked the reports and found out that agents have logged out (manually).


Thank you, Nick, for guidance.

 

[NickD_3CX]

You're welcome!