The queue structure is not working properly

[Amir.Seif]

Hi
I have a queue in which an agent answers the calls. I want the agent to ring for 20 seconds, then go to unanswered mode, and I installed a voice box there. I also put the unanswered time, for example, 22 seconds. Now the problem is that after the 20 seconds time expires, the call goes randomly in unanswered mode. In 50% of cases, the customer only hears a music, while neither goes to unanswered mode nor does the agent call. No matter what I played with the times, it didn't work. please help

 

[Guillaume Bourgeois]

How many agents are there?
Does any agent have the "Ring My Mobile Simultaneously" feature enabled in their extension settings?

Can you try again by removing all agents and keeping only one (to test and determine if a specific extension is causing the issue)?

 

[Amir.Seif]

I have only one agent that Disabled Ring Mobile Simultaneously.
I also tried with different Exts. It's strange why it doesn't go on the marked path (Destination if no answer) after the time has passed (Maximum Queue Wait Time (seconds)) and it goes the diferent way every time.

 

[Guillaume Bourgeois]

I have only one agent that Disabled Ring Mobile Simultaneously.
I also tried with different Exts. It's strange why it doesn't go on the marked path (Destination if no answer) after the time has passed (Maximum Queue Wait Time (seconds)) and it goes the diferent way every time.

Try Restart services