"Terminated by Q" - Same user twice in a row after 20-30 minute hold

[Jimstigator]

Hey guys,

We had a heavy volume day on 10/30. A customer called in during business hours and made it into the queue, which has a max setting of 80 people and I timeout of over 4 hours. She stated she got the position announcement a few times as she progressed from position 60+ down to about 5. Then she was kicked off. The line I see in call logs is "Terminated by Q Customer Service Main". This happened twice in an hour.

Our queue at that time was pretty active and I find it hard to believe all agents would have logged off. Its nearly impossible for that to happen with our 20+ agents staffed.

I am a beginner with 3CX troubleshooting. Where can I did deeper into the call to see what happened?

Thanks!

 

[YiannisH_3CX]

Hello @Jimstigator

Please note that the amount of details the PBX logs depends on the logging level set under the activity log. The recommended level for troubleshooting is verbose but i would not recommend leaving it set to verbose for long periods of time as it is CPU demanding and eats into hard disk space. If you had set it to verbose then you can look into the Queue log or use the Bin log Viewer for maximum details. https://www.3cx.com/docs/3cx-log-viewer/
You can access the logs through the activity log of the management console or by generating a support info bundle from the Support tab on the top right of the management console