Terminated by Q then rings agent extensions individually?

[kernelpanic25]

Version 20.0.4.487 installed. Call Handling has 4 DIDs go to IVR 810, if option 0 or no input, goes to Q 850. Q 850 is RingAll, 180s ring time, 180s max wait time queue with 7 agents, no max callers in Q. Destination no answer is a voicemail box that goes to a group email. Most of the time callers come in, get picked up by a Q agent or go to the voicemail. Sometimes, without any apparent pattern or after any particular time elapsed in the Q, the Call Log will show Terminated by Q Main Q (850) then will show a new line with the same caller ringing on each of the agents in the Q individual extensions, and then usually the call will get picked up by the VMail extension of one of the individual agents (not consistent which one). Event Log shows a 105. I am not seeing any settings that would result in ringing all agents as a separate entry like this, nor is there any sort of Ring Group being triggered here. Obviously not desirable to transfer main number calls to the VM of an individual named user instead of the extension that forwards to a shared email for processing by anyone in the department. Thoughts?

 

[KyriacosS_3CX]

Hello,

That log (and behaviour) would be generated if the agent 128 clicked Forward to Vmail when the queue call was polling them - it is a user action, not the queue behaving in error. For the call to go to the queues configured vmail the call time needs to run out, if an agent clicks to send the call to vmail, it goes to their own.

Best,
KS.

 

[kernelpanic25]

Oh, interesting. I was thrown off by the other extensions being logged as failures and by the agents being disallowed by corporate policy to use that button for Q calls. Thanks for the clarification!